Harshith Gowda Mahadev

Experience

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  Bigbasket.com

  Jan 2016 - Dec 2017

  Technical Support Specialist

  - Provided technical support for application-related issues, including troubleshooting installation, configuration, and functionality problems.- Assisted customers with payment system issues, such as transaction errors, billing discrepancies, and payment gateway integration problems.- Diagnosed and resolved issues with payment processing, ensuring secure and successful transactions for users.- Responded to customer inquiries via various channels (phone, email, chat) to resolve application and payment-related concerns.- Worked with developers and internal teams to escalate and resolve complex application and payment issues.- Assisted customers in managing account settings, payment methods, and subscription issues within applications.- Conducted thorough testing and troubleshooting of payment features, ensuring seamless integration with third-party payment providers.- Documented common issues and created support articles to improve customer self-service options for application and payment problems.- Maintained accurate records of customer issues, solutions provided, and follow-up actions in the support ticketing system.- Stayed up-to-date with application and payment system updates to provide accurate, current support. Show less

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  ECosmos India Private Limited

  Jan 2018 - Mar 2019

  Medical insurance Analyst - customer care

  • Provided exceptional customer support to policyholders, healthcare providers, and internal stakeholders, ensuring seamless experiences. • Managed incoming calls, emails, and chats, resolving queries and explaining policy coverage details efficiently. • Collaborated with cross-functional teams to resolve concerns accurately and within set timelines.

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  Udaan.com

  Aug 2019 - Apr 2020

  Support Representative

  - Provide vendor support by troubleshooting hardware, software, and network issues, offering effective solutions.- Coordinate with vendors for the installation, configuration, and maintenance of desktops, laptops, printers, and peripherals to ensure optimal performance.- Assist in training employees on how to effectively use vendor-provided IT systems, tools, and software.- Manage vendor-related support requests through a ticketing system, ensuring timely resolution and follow-up.- Work with vendors to escalate complex issues and support broader IT initiatives.- Assist in basic network troubleshooting, including vendor-specific connectivity issues and peripheral integration.- Maintain IT inventory, including vendor-specific hardware and software licenses, and coordinate repairs or replacements through vendors as required.- Process purchase orders for vendor-supplied IT equipment and ensure timely replenishment.- Support onboarding and offboarding procedures for employees regarding vendor-provided IT systems and equipment.- Create and update documentation for vendor-related processes, procedures, and FAQs to enhance self-service and knowledge sharing. Show less

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  Foiwe Info Global Solutions

  May 2020 - Sept 2021

  Quality Analyst

  • Automated manual test cases for improved efficiency using Selenium. • Executed tests across desktop, web, mobile, and TV apps, identifying and documenting software issues i t • Validated eSIM provisioning, ensuring seamless activation and reliable performance. • Conducted protocol testing on 3G, LTE, and 5G networks using QxDM and Wireshark to improve network • Specialized in log analysis and debugging UE issues, ensuring network-related issues were resolved effe • Conducted comprehensive network testing to validate protocol compliance and performance. • Developed Python scripts to automate log analysis, reducing manual effort by 30%. • Debugged complex network issues using tools like QxDM and Wireshark, providing actionable insights t • Prepared and executed detailed test plans and scenarios for mobile device provisioning and activation. • Coordinated with telecom carriers to troubleshoot and resolve issues impacting eSIM functionality. Real-Time Project: • Played a critical role in testing and optimizing eSIM activation solution for major telecom operators. Ensured compatibility across devices and reduced provisioning errors by 40% through rigorous network and protocol testing. Show less

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  Akshayakalpa Organic

  Sept 2021 - Oct 2023

  Quality Assurance Analyst

  In my role as Quality Analyst and Automation Testing, I focus on enhancing customer interactions and optimizing system performance through automation and CRM expertise.Call Quality Assurance:Call Audits: Conduct evaluations of customer support calls to ensure adherence to standards and improve service quality.Feedback & Coaching: Provide targeted feedback to agents, boosting communication skills and customer satisfaction.CRM Usage: Utilize Kapture and Zoho CRM platforms to track interactions, manage follow-ups, and drive service improvements.Process Optimization: Analyze trends and customer feedback to streamline operations and elevate the customer experience.Automation Testing:Automated Frameworks: Develop scalable test frameworks using Kotlin, Python, Java, Selenium, and Appium for web and mobile applications.CI/CD Integration: Implement automated tests into GitLab CI/CD pipelines, reducing errors and accelerating release cycles.Mobile Testing: Automate testing for iOS and Android platforms to ensure optimal performance.CRM Integration Testing: Automate integration testing for CRM systems, ensuring seamless data flow across platforms.Real-Time Project:Subscription System Automation: Led the automation of Akshayakalpa’s dairy subscription system, reducing regression testing time by 50% and improving system reliability through integration with payment gateways, inventory, and logistics.Key Achievements:Increased customer satisfaction scores (CSAT) by 15% through feedback and coaching.Reduced regression testing time by 50% for the subscription platform.Improved first-call resolution (FCR) by 20% using CRM insights.Streamlined testing with Python scripts and enhanced system performance under load. Show less

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  Uhaul

  Jun 2024 - now

  Customer Service Representative

  -Assist customers inside and outside a U-Haul center with U-Haul products and services.-Use smartphone-based U-Scan technology to manage rentals and inventory.-Move and hook up U-Haul trucks and trailers.-Clean and inspect equipment on the lot including checking fluid levels.-Answer questions and educate customers regarding products and services.-Prepare rental invoices and accept equipment returned from rental.-Other duties as assigned-Participate in ongoing continuous U-Haul education through U-Haul University. Show less