P. Satyanarayana

About P. Satyanarayana

I am a dedicated and detail-oriented Full Stack Developer with a strong foundation in…

Experience

1. Analyst

   eClerx

   Oct 2024 — Present · Pune, IN

   As a Customer Support Analyst at Eclerx, I provided high-quality customer support to US-based clients, delivering timely, effective solutions to technical issues and inquiries. Working closely with clients across various industries, I served as the first point of contact for troubleshooting product-related problems, ensuring a seamless customer experience. I managed support tickets using CRM tools like Zendesk and Salesforce, tracking and resolving issues within established SLAs to maintain high satisfaction levels. My role required exceptional communication skills to handle complex client requirements and deliver clear, concise instructions, ensuring that clients received prompt resolutions despite time zone differences. I collaborated with cross-functional teams, including engineering and product development, to relay customer feedback and identify opportunities for product improvements. I was also responsible for creating detailed knowledge base articles, FAQs, and user guides, enabling customers to resolve issues independently. My ability to work efficiently across time zones and adapt to the specific needs of US clients contributed to consistently high customer satisfaction ratings and improved customer retention rates.

Education

• SHRI Shankaracharya Group of Institution (CSVTU UNIVERSIRTY), Durg

  Bachelor of Technology

  2017 — 2021

• D.A.V. Public School - India

  Senior Secondary Certificate

  2015 — 2015

• D.A.V. Public School - India

  Higher Secondary Certificate

  2017 — 2017