Gayatri Dasari

• Working on implementing a Knowledge Management Framework.
• Streamlined support processes for increased efficiency and faster resolution times.
• Enhanced customer satisfaction by providing timely and accurate technical support to clients.
• Improved client retention rates through proactive outreach efforts and consistent follow-up on open issues.
• Managed high-priority incidents, ensuring swift resolution and minimal downtime for clients.
• Collaborated effectively with product managers to report customer feedback leading to better product enhancements.

Client: Deloitte

• Identified areas for improvement by conducting regular audits of system configuration and usage patterns.
• Collaborated with cross-functional teams to gather requirements for Salesforce platform enhancements.
• Contributed to project success by participating in daily stand-ups, sprint planning, and retrospective meetings as part of an Agile development team.
• Ensured timely resolution of issues by providing ongoing support to users experiencing difficulties with the Salesforce platform.
• Boosted customer satisfaction through the creation of customized reports and dashboards.
• Enhanced user experience by developing interactive Salesforce Lightning components.

Client: Google - DoubleClick Products

• Assisted the Tier 1 North American clients to manage double suit. This Role has helped me learn end to end about DoubleClick Suit, right from trafficking to implementation and troubleshooting complex discrepancies.
• Provided technical guidance to General Support, DFA Service Relationship Managers, and Technical Account Managers, and defined technical requirements for custom solution development to enhance campaign performance for DoubleClick clients.
• Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.

• Supported testing efforts by creating detailed unit tests for newly developed features and functionalities.
• Maintained up-to-date knowledge of industry trends and advancements, applying this expertise to improve existing codebases.
• Facilitated knowledge sharing sessions among trainees, fostering a culture of continuous learning within the team.

Client: Bell Canada

• Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
• Documented support interactions for future reference.
• Recorded and maintained relevant notes for each client and work order.
• Walked individuals through basic troubleshooting tasks.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.