Open to opportunities

sri ramya

@sriramya

Technical Support Specialist and Quality Analyst delivering fast, high-quality customer issue resolution for healthcare and telecom platforms.

India

Message

What I'm looking for

I’m looking for Technical/Product Support or Quality Analyst roles where I can resolve customer issues quickly, maintain SLA and quality through audits, and support teams through mentoring and escalations.

I’m a Technical Support professional with 6+ years of experience supporting global customers across healthcare, telecom, and digital platforms. I currently provide live technical chat support for VIDA, a US healthcare platform, using Salesforce CRM to resolve platform and account issues.

I’m hands-on with troubleshooting and customer experience—handling 20+ customer chats daily while maintaining quality and SLA targets. I also run chat quality audits, validate application functionality, and manage escalations to keep customers unblocked and supported end-to-end.

Beyond support, I’ve trained and mentored 3 new team members and been recognized by leadership for quality and performance. I’ve also supported Google Ads customers in the US market and delivered customer support for Etisalat UAE, which strengthened my ability to adapt quickly to different products and customer needs.

Experience

Work history, roles, and key accomplishments

Current

Senior ITES Executive

Current

iMerit

Apr 2023 - Present (3 years 3 months)

Provided live technical chat support to customers for the VIDA US healthcare platform and resolved platform/account issues using Salesforce CRM. Conducted chat quality audits, supported SLA targets, and mentored new team members.

Live Chat Support Salesforce CRM Technical Support Technical Troubleshooting Quality Audits Customer Support SLA Management Mentoring Escalation Management Problem Solving

Account Strategist

Regalix

Mar 2022 - Mar 2023 (1 year)

Supported Google Ads customers in the US market by optimizing accounts and resolving campaign-related issues. Helped clients improve performance and resolve advertising concerns.

Campaign Issue Resolution Google Ads Account Optimization Customer Support Problem Solving

Consultant

Concentrix

May 2020 - Feb 2022 (1 year 9 months)

Delivered customer support for Etisalat UAE, resolving customer issues while maintaining high service standards. Supported customers through issue resolution and service quality.

Service standards Customer Support Issue Resolution Service quality Problem Solving