Koteswararao Manam
Melbourne,Australia
Summary
Dynamic Salesforce Support Specialist with a proven track record at Tata Consultancy Services, adept at resolving complex issues and enhancing user experiences. Skilled in data analysis and customer service, I implemented a ticket prioritization system that reduced resolution time by 25%, ensuring efficient support and satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Salesforce Support Specialist
Tata Consultancy Services
, India
06.2021 - 03.2023
- Managed and resolved up to 30 daily tickets, prioritizing high-impact issues.
- Collaborated with cross-functional teams to ensure prompt and efficient support to all technical queries.
- Tackling user issues ranging from password resets to complex data errors.
- Working with stakeholders to understand requirements and communicate effectively.
- Keeping the Salesforce platform up-to-date with the latest releases and features.
- Analysis, troubleshooting, and problem-solving expertise.
- Implemented a new ticket prioritizing system, reducing customer resolution time by 25%.
Junior Salesforce Support
XT Global
, India
05.2019 - 06.2021
- Working with auto-response rules keep customers informed and engaged.
- Ability to effectively prioritise and escalate customer issues.
- Provide feedback on user experiences and suggest improvements to enhance the usability and efficiency of Salesforce applications.
- Maintained detailed records of customer interactions and actions taken.
- Supported user account management, including password resets and user access control.
Education
Masters - Cyber Security
Melbourne Institute of Technology
Melbourne, Australia11.2024
Bachelor - Computer Science
Malineni Perumallu Engineering College
Guntur, India01.2018
Skills
- Network security
- Data analysis
- Incident response
- Technical support
- Risk assessment
- Customer service
Certification
- Market Research
- Japanese language N5 certified
- Salesforce Administrator certified
- Salesforce pd1 certified
Timeline
Salesforce Support Specialist
Tata Consultancy Services
06.2021 - 03.2023
Junior Salesforce Support
XT Global
05.2019 - 06.2021
Masters - Cyber Security
Melbourne Institute of Technology
Bachelor - Computer Science
Malineni Perumallu Engineering College
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