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SAI PRASANNA KUMAR YAMASANI

@saiprasannakumaryama

Technical Support Specialist at UnifyCX supporting Optimum, diagnosing broadband faults and resolving customer service issues.

India

Message

At UnifyCX, I manage technical support, service provisioning, and billing resolution for Optimum subscribers. I diagnose broadband and fiber issues, track tickets in Salesforce, and work with Tier-2 teams on recurring network failures.

At Foundever, I delivered Tier-2 support for Verizon and served as a Subject Matter Expert, coaching agents and supporting new-hire training. I also refined escalation decision trees, maintained CSAT above 95% across client accounts, and built Excel tracking spreadsheets at Viveja IT Services.

Experience

Work history, roles, and key accomplishments

Current

Associate – International Voice Process

Current

UnifyCX (GlowTouch Technologies)

Jun 2026 - Present (5 months)

Manage end-to-end technical customer support, service provisioning, and billing resolution for Optimum international voice process subscribers. Diagnose network infrastructure faults and log tickets in Salesforce CRM while meeting performance benchmarks.

Salesforce Broadband Support Network Diagnostics DOCSIS Incident Management SLA Adherence First Contact Resolutions Customer Satisfaction Average Handle Time Quality Assurance

Subject Matter Expert (SME) / Technical Support Associate

Foundever

Sep 2024 - Jun 2026 (1 year 9 months)

Delivered Tier-2 technical support for Verizon enterprise and residential accounts, resolving complex network issues. Led production floor operations, coached agents, and conducted root cause analyses that cut resolution turnaround times by 15%.

Salesforce Tier 2 Support Network Troubleshooting Root Cause Analysis Coaching Onboarding Quality Assurance SLA Adherence Customer Satisfaction

Accounts Manager

Viveja IT Services

Mar 2024 - Aug 2024 (5 months)

Managed financial client accounts for Explore Credit, overseeing identity verification, compliance audits, and credit evaluation workflows. Built automated Excel spreadsheets for tracking productivity and SLA turnarounds.

Excel Financial Compliance SLA Adherence Data Tracking Reporting Inter departmental Coordination

Digital Interaction Advisor

247.ai

Aug 2023 - Jan 2024 (5 months)

Provided frontline voice, live chat, and email support for Target's US retail e-commerce platform. Handled complex order modifications, payment issues, and logistics inquiries while maintaining high QA compliance.

Omni Channel Support Order Management Payment Processing Customer Service Quality Assurance Time Management