Atchi Reddy Chirla

About Atchi Reddy Chirla

I\'m a Customer Escalation Manager with over 3 years of experience in customer support and issue resolution. I started my journey in Technical Assistance Center (TAC), where I focused on helping customers with critical issues, particularly in Optical Networking.In my current role, I collaborate closely with TAC teams, Business Units (BUs), and both internal and external stakeholders to ensure customer challenges are addressed quickly and communication remains smooth and transparent throughout the process.I genuinely enjoy working directly with customers, building relationships, and ensuring they feel supported, I’ve also taken the initiative to learn cloud and DevOps tools on my own.

Experience

1. Professional 1

   Capgemini Engineering

   Jan 2024 — Present · Bengaluru, IN

   Cisco GFEP Escalation Manager.•Manage high-priority customer post-sales escalations, ensuring timely and effective resolution.•Act as a single point of contact between Account Teams, TAC, BU, Logistics, Licensing, and Engineering.•Lead internal and external calls to align stakeholders, define action plans, and maintain clear communication.•Drive issue resolution by coordinating cross-functional support teams and removing blockers•Adapt quickly to technical issues across various technologies to provide trusted, business-aware support.•Keep internal teams and customer-facing teams updated throughout the escalation lifecycle.•Identify business opportunities from escalations and support continuous process improvements.•Focused on delivering high CSAT and maintaining strong customer relationships.

Education

• Narayana Institute

  Higher Secondary Education, Maths, Physics, Chemistry

• Sri Prakash Synergy School - India

  Secondary School Education

• GITAM Deemed University

  Bachelor of Technology - BTech, Computer Science Engineering

  2018 — 2022