Dhanush Mallanna

Customer Service Advisor @EE

Warrington, GB

Delivered in-home technical support for broadband, TV, and smart devices, ensuring seamless setup and troubleshooting for customers, resulting in a 95% first-visit resolution rate.Guided customers through complex home tech installations, including Wi-Fi optimization, device pairing, and router configuration, improving overall customer satisfaction scores.Handled escalated service calls with professionalism and empathy, resolving issues efficiently and turning negative experiences into positive outcomes, contributing to customer retention.Educated customers on EE’s home tech products and services, helping them make informed decisions and increasing product adoption and upsell opportunities.Used diagnostic tools and mobile apps to identify and fix connectivity and device issues on-site, minimizing downtime and repeat visits.Collaborated with technical and customer support teams to ensure consistent service delivery, improving communication flow and reducing service delays.Maintained accurate service records and feedback logs, enabling better follow-up and continuous improvement of support strategies.Promoted digital self-service options and customer empowerment, reducing support dependency and driving engagement with EE’s online tools.Conducted service checks and preventative maintenance to pre-empt potential issues, enhancing the longevity and performance of home tech systems.Trained new team members on service protocols, EE product knowledge, and customer interaction techniques, supporting onboarding and team capability development.

Shridevi Institute of Engineering & Technology., Tumkur

BE - Bachelor of Engineering, Civil Engineering

University of Liverpool

Masters, Project Management

M. S. RAMAIAH UNIVERSITY OF APPLIED SCIENCES

Master of Business Administration - MBA, Business Analytics