• Handled inquiries from clients using Zendesk and Jira addressed within the specified SLAs. • Accept ownership of customer issues reported and ensured to resolved within set SLAs. • Collaborated on fixing over 100 product bugs - raised actionable Jiras, monitored status, and conducted root cause analysis. • Handled over 500 complex accounts, billing, and troubleshooting issues for Vimeo and related platforms annually. • Built strong relationships with stakeholders to enhance overall customer experience scores by 25%. Exceeded performance goals and in key metrics like first contact resolution and case reopen rate and investigated over 50 escalated issues and served as mentor for new hires.

Accenture | Jun 2018 - Jun 2021

Transaction Processing Associate

Served as subject matter expert for HP Aurora project, providing first-level support and troubleshooting for operational issues which reduced resolution time by 25%. • Maintained 100% green performance metrics across all regions for 4 consecutive quarters by proactively monitoring KPIs and identifying process improvements. • • Created dashboards and reports to track 15 critical performance metrics and reduce costs by 10%. Onboarded 5 new team members by developing comprehensive training plans and mentoring on processes and systems, driving a 30% increase in first-call resolutions. • • Mapping the shipment & sales of Whole sellers by using different tools like Apollo, Siebel, BMM, WQM. • Boosted customer satisfaction scores from 4.2 to 4.8 in 6 months by expertly resolving conflicts and concerns while managing client expectations.

My Education

Take a look at my formal education

Bachelor of Engineering in ElectricalVisvesvaraya Technological University | 2017

About Me

Hello! I'm Reshma, a data enthusiast. I'm on the lookout for roles that match my skills, challenge me, and let me make a meaningful contribution. Passion for data Engineering.

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