B Yashwanth

Experiences

1. 

   Envoy Global

   Jun 2024 - Current

   Associate - Customer Experience

   Addressed technical and platform challenges with an average resolution time of under two hours; provided immediate client support while maintaining compliance with service level agreements for Enterprise and SME customers. Delivered expert support and issue resolution for Enterprise and SME clients ensuring smooth onboarding, product knowledge, and timely addressing challenges. Streamlined issue resolution processes, enhancing communication across teams, and increasing client satisfaction through faster service delivery. Offered multi-channel support to a wide range of clients, effectively maintaining high CSAT scores and swiftly resolving issues to ensure efficient service delivery and enhance client satisfaction.
2. 

   Innovapptive

   Aug 2023 - Jan 2024

   Client Support

   Handled multiple client accounts, delivering seamless support that led to a 10% increase in client satisfaction and contributed to improved long-term retention rates.. Utilized a systematic approach to isolate and understand complex issues, consistently exceeding customer satisfaction goals by delivering Root Cause Analysis (RCA) and Estimated Time to Resolution (ETR) within SLA timelines. Delivered insights during testing phases for five major feature releases, ensuring alignment with user needs while establishing best practices that resulted in enhancing overall client satisfaction scores by 15%
3. 

   Cognizant

   Feb 2022 - Jul 2023

   Technical support analyst

   Led the resolution of technical issues and tickets, optimizing response times and enhancing customer satisfaction through progressive issue identification, resolution, and cross-team collaboration. Played a pivotal role in achieving a noteworthy improvement in production stability and performance. Conducted rigorous issue analysis and ensured timely resolutions, contributing significantly to an enhanced customer success experience. Consistently exceeded client and management expectations by delivering clear, concise communication, resulting in a 20% improvement in customer satisfaction and contributing to a more positive overall experience