Avilala Sasi
Associate| LTI Mindtree
- Role
- Associate at LTIMindtree
- Location
- Tirupati, AP, IN
- LinkedIn followers
- 500 followers
About Avilala Sasi
MBA student with experience as an Associate at LTIMindtree, passionate about…
Experience
Associate
May 2024 — Present · Bengaluru, IN
Role: AssociateTools Used: Salesforce, Pelican, Ops Hub, Slack, ServiceNowKey Responsibilities :Case Resolution:Handled high-volume customer inquiries via chat, phone, and web cases, ensuring quick and efficient troubleshooting.Prioritized and resolved issues within defined Service Level Agreements (SLAs) to maintain high customer satisfaction.Consistently met or exceeded key KPIs, including:MTTA (Mean Time to Acknowledge): Ensured rapid response to inquiries.MTTR (Mean Time to Resolution): Improved resolution speed by optimizing processes.CSAT (Customer Satisfaction Score): Maintained 95%+ satisfaction rate through proactive support.FTR (First Touch Resolution): Resolved issues on first contact whenever possible.Worked closely with support engineers, product specialists, and management to share insights and improve support workflows.Utilized Salesforce, ServiceNow, Pelican, Ops Hub, and Slack to track and manage support cases.Analyzed customer data and provided reports on trends, leading to service improvements.
Education
Gate Institute of Tech. & Manag. Sciences, Tirupati
Master of Business Administration - MBA, Human Resources Management and Services,finance
2021 — 2023
Emeralds Degree College, Tirupati Urban
Bachelor of Business Administration - BBA
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