Govinda verma

Acted as the primary point of contact for enterprise clients, ensuring timely
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resolution of complex technical issues related to SMS, Voice, WhatsApp Business
API, Email, and other CPaaS services.
Analyzed delivery failures, message logs, and operator responses to identify root
causes and provide accurate resolutions.
Collaborated closely with telecom operators, product, and backend teams to
troubleshoot routing, delivery latency, DLR mismatches, and template rejections.
Handled escalations from Level 1/2 support teams, providing advanced technical
solutions and ensuring high customer satisfaction (CSAT).
Supported API integrations (SMPP, HTTP, REST) by guiding clients with correct
payload structures, headers, and troubleshooting integration errors.
Coordinated with cross-functional teams to implement fixes, product
enhancements, and customer-requested features.
Handled client calls to address escalations, provide technical clarification, and
ensure smooth resolution of critical issues.

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Leading broadband service provider
Directed a team of 12 customer service agents, ensuring adherence to service
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level agreements and maintaining a 90% customer satisfaction score.
Skillfully managed escalated cases from frontline staff, utilizing advanced
problem-solving techniques to resolve critical issues efficiently.
Conducted quality assurance reviews and feedback sessions, enhancing overall
team performance and compliance with company policies.
Pioneered best practices for inquiry and complaint handling, reducing average
resolution times by 18%.

technical challenges via phone and email.
Achieved a 90% satisfaction rating, exceeding the company benchmark by 15%.
Consistently managed high volumes of customer interactions (90+ calls daily),
maintaining quality and accuracy.
Coordinated with internal teams to escalate unresolved issues, ensuring timely
and effective resolutions.