Ramakrishna Konidena
@ramakrishnakonidena
Customer-focused technical support professional with 9+ years improving CSAT and SLA compliance.
IndiaWhat I'm looking for
I am a highly motivated technical support and customer service professional with over nine years of experience delivering world-class service across international voice and non-voice processes.
I have a proven track record in troubleshooting, escalation management, and service delivery using tools such as Salesforce Service Cloud, JIRA and Zendesk, consistently meeting SLAs and improving first-contact resolution.
Throughout my career I have driven measurable improvements—raising CSAT, reducing ticket backlogs and escalations, and improving moderation accuracy—while mentoring associates and strengthening cross-team collaboration.
I seek to bring my operational discipline, customer empathy and technical troubleshooting skills to a team focused on improving customer experience and driving efficient, scalable support operations.
Experience
Work history, roles, and key accomplishments
Support Engineer
Talentum Cloud LLP
Feb 2024 - Feb 2025 (11 months)
Provided Salesforce Service Cloud and JIRA-based product support for international clients, improving first-contact resolution and CSAT by 15% while maintaining 98% SLA compliance.
STDelivered Tier-1 technical voice support for GPS devices across US/UK/Australia, maintained 95%+ CSAT and reduced ticket backlog by 25% through streamlined follow-up and field-service coordination.
COManaged ticket assignment and vendor coordination for mortgage processing, reducing resolution time by 15% and achieving 98% SLA compliance while sustaining 95%+ CSAT.
ASPerformed non-voice ad/content moderation and fraud detection for Facebook ads, achieving 98% labeling accuracy, removing 100+ fraudulent posts, and reducing policy violations by 15%.
HSSenior Executive
Hinduja Global Solutions
Jul 2017 - May 2019 (1 year 10 months)
Provided voice support for Airtel postpaid/corporate customers, maintaining 95%+ CSAT, achieving 92% first-call resolution for billing, and improving team productivity by 20% through mentoring.
FLDelivered high-volume voice support for Vodafone customers, achieving 95%+ CSAT, 90% first-contact resolution, and AHT 5% below team average while mentoring new associates.
Education
Degrees, certifications, and relevant coursework
Kakatiya University
Bachelor of Business Management, Business Management
Completed a Bachelor of Business Management focusing on business fundamentals and management principles.
Board of Intermediate Education, Telangana
Intermediate Certificate, Intermediate
Completed intermediate (higher secondary) studies under the Board of Intermediate Education.
Board of Secondary Education
Secondary School Certificate (SSC), Secondary Education
Completed secondary school certification under the Board of Secondary Education.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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