Harini Cheruvu

Background

About Harini Cheruvu

Handling calls and supporting clients and addressing the technical / non-technical issues which they incur when using their applications in order to accomplish their daily tasks. • Act as a shadow to subject matter expert (SME) & in assisting the team & providing on-call/chat support when needed. • Join the calls which are related to product updates, process changes or launch of any new application. Also, prepare the necessary documentation & conduct the trainings if required. • Work on self-service tickets are raised by clients and action them within the given SLA. • Training new hires on the product & process. Also conducting mock calls/chats, auditing the calls/chats and providing feedback when necessary. • Analyzing the TCD and doing the required analysis and giving the inputs for enhancements which will help in improve customer satisfaction and in-turn process improvements. • Have also acted as a shadow to team lead when required and helped in day-to-day activities. Also lent a helping hand in preparing & publishing daily, weekly & monthly reports on all key performance indicators. • Working with HOTO - handover takeover team for new internal projects associating with top level management. • Working on knowledge management