Greater Hyderabad Area
As a Service Desk Executive at MakroCare, managed 40–60+ customer interactions daily via Zoho Desk, achieving SLA compliance above 95% across all ticket categories. Responsibilities included end-to-end ticket lifecycle management, handling L1 and L2 incidents, and coordinating with internal technical teams to improve resolution times. Consistently met key KPIs, such as CSAT scores and ticket resolution rates, while reducing backlogs through priority-based workflows. Holds an MBA in Human Resources Management from SRK Institute of Technology and a BBA from Loyola College. Demonstrates expertise in customer satisfaction research, cross-functional collaboration, and structured documentation. Motivated to streamline processes, enhance customer experience, and contribute to operational excellence in support environments.
Managed 40–60+ daily customer interactions via Zoho Desk, maintaining consistent SLA compliance above 95% across all ticket categories. Reduced pending ticket backlog by 20% through priority-based resolution planning and proactive follow-up workflows. Handled end-to-end ticket lifecycle management — logging, categorising, escalating, and resolving L1 & L2 incidents within defined SLA windows. Coordinated with internal technical teams to resolve Level 2 escalations, improving overall resolution turnaround time. Maintained structured incident documentation to support audit readiness and continuous process improvement. Consistently achieved key KPIs including CSAT scores, first response time, and ticket resolution rate.
Reviewed and investigated 100+ Google Pay business accounts weekly to detect fraudulent activity and verify legitimate operations. Analysed transaction patterns and account behaviour data to improve case resolution accuracy and reduce false positives. Executed account actions — approval, suspension, and reinstatement — in compliance with Google's policy guidelines. Collaborated with cross-functional quality and compliance teams to improve case turnaround efficiency and SLA adherence. Awarded Top Performer for two consecutive quarters, recognised for sustained high accuracy, quality, and SLA compliance.