Jagadeesh Kumar

About Jagadeesh Kumar

Senior AssociateWipro Ltd, HyderabadDuration:[20••••25]As a Senior Associate at Wipro, I was entrusted with delivering high-quality operational support and ensuring seamless client service delivery in a dynamic and target-driven environment. My role demanded strong attention to detail, process optimization, and cross-functional collaboration to meet client expectations and organizational goals-Key Responsibilities & Achievements:Delivered client-centric support by managing critical business processes and ensuring SLA adherence across multiple projects:Collaborated with cross-functional teams to resolve complex issues, improving process efficiency and client satisfaction scores:Maintained data integrity through accurate reporting, documentation, and timely audit compliance:Played a key role in process improvement initiatives, contributing to workflow optimization and productivity enhancement:Trained and mentored new associates, accelerating their onboarding and contributing to a more cohesive and high-performing team:Utilized tools like Excel, CRM systems, ticketing platforms, and internal portals to manage daily operations effectively:Recognized for maintaining consistent quality scores, meeting KPIs, and upholding Wipro’s standards of excellence.This role significantly strengthened my skills in analytical thinking, client relationship management, team coordination, and laid a strong foundation for my transition into the tech and web development domain.

Experience

1. Senior Associate

   Tech Mahindra

   Jun 2025 — Present · Visakhapatnam, IN

   Provided real-time support to international clients, resolving product and account-related queries with professionalism and empathy. Utilized AC3 tool to manage customer interactions, log issues, and monitor chat performance metrics. Maintained an Average Handling Time (AHT) of 8.32 minutes, consistently meeting team KPIs and productivity goals. Achieved high First Contact Resolution (FCR) and customer satisfaction (CSAT) through accurate issue diagnosis and fast resolution. Handled high-volume chat queues while maintaining quality standards in grammar, tone, and problem-solving. Collaborated with internal teams to escalate and resolve complex technical issues within defined SLA timelines.

Education

• Andhra University

  Bachelor's Degree, Computational Science

  2018 — 2021

• Andhra University

  Bsc, Computer Science