mithin velagaleti

I am a Senior Customer Service Agent at DAZN Software Pvt Ltd, where my ambition drives me to take ownership of challenges while fostering a welcoming environment for my colleagues and customers alike. With four years of experience, I strive for autonomy in my role, ensuring accountability in every interaction. I believe that a positive, assertive approach can transform customer experiences and contribute to collective success.

Experience

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Senior Customer Service Agent

DAZN Software Pvt Ltd · Present

Not yet confirmed

• Provided L1/L2 application and production support for OTT platform issues within SLA.
• Managed incident tickets; reduced resolution time by 25%.
• Performed root cause analysis (RCA) to minimize repeat issues.
• Conducted quality audits to ensure SLA compliance and improve standards.
• Monitored application performance and reported bugs.
• Improved first-contact resolution by 15% utilizing AI tools.
• Maintained 95%+ CSAT and SLA adherence.

Process Associate

Genpact · Present

Not yet confirmed

• Moderated content ensuring compliance and safety standards.
• Handled high-risk escalations effectively.
• Improved AI moderation accuracy by 5% through feedback.
• Supported quality audits, process improvements, and onboarding.

Associate Technical Support

Tech Mahindra · Present

Not yet confirmed

• Delivered L1/L2 application and production support with 96% CSAT.
• Reduced repeat tickets by 6% using root cause analysis.
• Maintained CRM documentation and assisted in training.