Gautham Krishna S B Tech CSE

As a Customer Experience Agent, I am driven by a deep curiosity and diligence to understand and resolve challenges, always striving for mastery in my craft. My ambitious and idealistic nature fuels my commitment to accountability, ensuring I consistently deliver empathetic and high-quality solutions that make a real impact.

Experience

A

Customer Experience Agent

Alorica · Nov 2025 – Apr 2026

Not yet confirmed

• Managed high volumes of inbound and outbound interactions (calls, emails, chats), logging all cases accurately in CRM platforms (Salesforce, Zendesk) — building daily familiarity with enterprise software workflows.
• Enforced security verification and GDPR-compliant data handling on every interaction, developing an instinct for data accuracy and privacy standards required in IT and data roles.
• Consistently met and exceeded SLA targets across CSAT, Average Handle Time, and resolution rate — recognised as a top performer for approximately 3 months.
• Maintained structured records of 100+ daily interactions, kept process documentation and knowledge-base repositories updated and audit-ready — directly analogous to IT ticketing and DTP maintenance.
• Collaborated cross-functionally with QA, escalations, and operations teams to minimise complaint rates and drive continuous process improvement.

Advisor I - Customer Support

Concentrix · Jul 2025 – Oct 2025

Not yet confirmed

• Delivered effective multichannel support (phone, email, chat) under time pressure with minimal supervision, demonstrating adaptability in a fast-paced, process-driven IT-adjacent environment.
• Applied multichannel platform skills to log, track, and resolve cases with consistent accuracy, supporting data integrity and reliable reporting for supervisors and stakeholders.
• Maintained exceptional call and data quality standards; shared best practices with peers and contributed to team performance initiatives.