Sharanya Kanukuntla
Toongabbie,NSW
Summary
Results-oriented Senior Technical Associate with specialization in SIM activation, billing, and technical troubleshooting. Drives revenue retention through strategic customer engagement and process optimization. Demonstrated ability to exceed service-level targets and enhance customer satisfaction metrics.
Overview
5
5
years of professional experience
Work History
Senior Technical Associate
Tech Mahindra Limited (Telstra Client))
Hyderabad, Telangana, India
01.2024 - 02.2026
- Managed end-to-end resolution of SIM activations, plan changes, and device troubleshooting in high-volume chat environment.
- Delivered first-contact resolution for Telstra customers via live chat, consistently surpassing service-level targets.
- Supported customers with billing payments, account assistance, and technical issues efficiently.
- Processed orders, calculated charges, and managed billing or payment transactions accurately.
- Identified upsell and cross-sell opportunities during interactions, contributing to improved revenue retention.
- Mentored junior associates on product knowledge and communication techniques, fostering team development.
- Maintained detailed logs in CRM systems and escalated complex cases to Tier 2 teams, ensuring timely resolutions.
- Available 24/7 for customer support through rotational shifts.
Senior Associate
Wipro Limited(Client: Thames Water, UK)
Hyderabad, Telangana, India
12.2020 - 12.2023
- Handled inbound customer service queries for major UK water utility, addressing billing disputes and service requests.
- Resolved billing discrepancies and payment plan requests per UK consumer protection regulations.
- Processed service requests, including meter reads and address changes, with high accuracy.
- Built rapport with customers during service disruptions, delivering empathetic communication.
- Consistently met individual KPIs for average handle time and customer satisfaction scores.
- Identified relevant information through targeted questioning to diagnose customer issues.
- Provided support for move-in and move-out processes by updating records effectively.
- Engaged customers with understanding to ensure their concerns were addressed.
Education
Bachelor of Science - Civil Engineering
Aurora's Technological & Research Institute
Hyderabad, Telangana, India 08-2020
Skills
- SIM activation management
- Salesforce
- Live engage
- Simplify
- Technical troubleshooting
- CRM skills
- Problem solving
- Telstra tool utilization
- Billing accuracy
- Revenue retention strategies
- Complex query resolution
- Service-level adherence
- Microsoft tools proficiency
- CRM skills
- Customer relationship management
- CRM skills
Languages
English
Native/ Bilingual
Hindi
Native/ Bilingual
Telugu
Native/ Bilingual
Accomplishments
- "Bravo" Award — Recognised as a constant top performer across the Telstra account team
- "Pat on the Back" Award — Commended for exceptional customer satisfaction scores
- Promoted to Complaints Support Specialist — Selected to handle complex, escalated customer complaints
Timeline
Senior Technical Associate
Tech Mahindra Limited (Telstra Client))
01.2024 - 02.2026
Senior Associate
Wipro Limited(Client: Thames Water, UK)
12.2020 - 12.2023
Bachelor of Science - Civil Engineering
Aurora's Technological & Research Institute