Vinay Kanth Reddy Marapally
TORONTO,ON
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
1
1
year of post-secondary education
7
7
years of professional experience
Work History
Technical Support Representative
Woodside cinemas
10.2024 - Current
- Managed high volumes of inbound calls, emails, and live chat inquiries to facilitate seamless movie ticket bookings, seat reservations, and special event ticketing.
- Assisted customers with navigating the online booking portal, mobile app features, and self-service ticketing kiosks to ensure a seamless purchasing experience.
- Resolved payment processing errors, duplicate charges, refund requests, and loyalty account discrepancies quickly and accurately.
- Provided clear information regarding showtimes, age ratings, venue policies, and accessible seating options to assist patrons with booking decisions.
- Documented and tracked customer issues in support ticketing system, ensuring timely follow-ups to maintain high customer satisfaction.
- Escalated recurring system errors, software bugs, and booking platform glitches to IT and venue operations teams for prompt resolution.
- Maintained detailed customer account records and transaction logs in compliance with data privacy and payment security standards.
Technical Sales Representative
Nordia
TORONTO
07.2023 - 10.2024
- Respond to customer requests related to their products and services
- Promote sales to existing and new clients.
- Connecting and building rapport with a variety of clients by actively listening to clients’ needs and offering solutions (products and services) accordingly.
- Delivering the right solution for clients' evolving requirements with prompt and efficient service.
- Negotiating and entering into contractual agreements in accordance with the company’s policies and procedures.
- Accurately inputting, retrieving and accessing customer information from client database.
- Providing insight into products and services.
- Providing quotations regarding the installation and maintenance costs of products and services.
- Providing prompt and exceptional sales and after sales experience by resolving concerns of clients immediately and effectively.
Customer Service Representative
Green Vacations LLC
05.2019 - 12.2020
- Acted as the dedicated point of contact to provide 24/7 on-ground customer support, resolving real-time travel disruptions, hotel check-in issues, and transport delays.
- Processing customer inquiries via phone, email, and WhatsApp, turning initial trip leads into confirmed bookings.
- Managing complete end-to-end booking workflows including flights, hotel reservations, visa assistance, travel insurance, and foreign exchange.
- Consulting with clients to design customized domestic and international travel itineraries, tailoring hotel stays, sightseeing, and transport options to their preferences.
- Providing clear guidance on travel document requirements, entry rules, payment deadlines, and tour policies to maintain seamless client journeys.
- Partnering with local destination management companies (DMCs) and tour vendors to negotiate competitive rates and ensure high service standards.
Education
Post Graduate Certificate - Project Management
Georgian College of Applied Arts And Technology
Barrie 09.2020 - 04.2021
Post Graduate Diploma - Wireless Network
Conestoga College Institute of Technology And Advanced Learning
Kitchener 10.2021 - 12.2021
Skills
- Ticketing systems
- Payment processing
- Booking platforms
- CRM software
- Data privacy
- Issue tracking
- Customer support
- Account management
- Sales support
- Customer recovery
- Problem solving
Accomplishments
Consistently ranked as the top performer in the group for five consecutive months, while also taking the initiative to train and support newly hired trainees.
Timeline
Technical Support Representative
Woodside cinemas
10.2024 - Current
Technical Sales Representative
Nordia
07.2023 - 10.2024
Post Graduate Diploma - Wireless Network
Conestoga College Institute of Technology And Advanced Learning
10.2021 - 12.2021
Post Graduate Certificate - Project Management
Georgian College of Applied Arts And Technology
09.2020 - 04.2021
Customer Service Representative
Green Vacations LLC
05.2019 - 12.2020