PBPradeep Bolisetty
@pradeepbolisetty
Experienced senior customer support professional specializing in email, voice, and chat operations.
IndiaWhat I'm looking for
I am a senior customer support professional with extensive experience across email, voice, and chat channels, primarily in international voice processes and BPO/call center environments. I have a strong track record in escalation resolution, KPI/SLA management, and team management, having supported global teams in the USA and UK and worked with tools like Zendesk, ServiceNow, Genesys, Cisco Finesse, and other operational platforms.
I focus on customer retention and relationship building, handling refunds, replacements, voucher generation, certification queries, and technical troubleshooting for mobile applications and websites. I hold a B.Tech in ECE, am multilingual (English, Telugu, Hindi), and have been recognized with internal certifications for customer service and customer experience excellence.
Experience
Work history, roles, and key accomplishments
Senior Customer Service Representative
Dice
Sep 2023 - Jul 2025 (1 year 10 months)
Delivered email, chat and voice support while handling escalations and collaborating with US/UK global teams; managed KPIs (SLA, TAT, shrinkage) and contributed to team management and operational improvements.
SEProvided email, chat and voice support for certification-related queries using ServiceNow tools; handled escalations and met KPI targets while supporting global stakeholders.
COHandled email, voice and chat support using Rave, Genesys and Quick Assist; resolved escalations, maintained SLA/TAT targets and supported team management and client relationships.
Senior Customer Service Representative
Damensch
Sep 2021 - Nov 2021 (2 months)
Managed email, chat and voice inquiries including replacements, refunds and missing orders; used Zendesk, Uniware and WooCommerce while tracking KPIs and resolving escalations.
Senior Customer Service Representative
Freecharge
Feb 2021 - Aug 2021 (6 months)
Provided multi-channel support for recharges, refunds, wallet transactions, KYC, UPI and mutual funds using Wolken and operations platform while meeting KPI and SLA targets.
Customer Service Representative
Malomatia
Apr 2020 - Jan 2021 (9 months)
Supported Qatar government telecom users in international voice and email processes, troubleshooting mobile apps and websites using Cisco Finesse and MoTC ticketing system while resolving escalations.
Customer Service Representative
Impulse Group
Mar 2011 - Mar 2020 (9 years)
Provided email, voice and chat support for pre- and post-sales product queries using Zendesk and client panels while managing escalations and key operational metrics.
Education
Degrees, certifications, and relevant coursework
VCV R Siddhartha Engineering College
Bachelor of Technology, Electronics and Communication Engineering
Completed a Bachelor of Technology in Electronics and Communication Engineering.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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