Geethasri Nath has over 10 years of experience in customer service and technical support roles. She is currently a Senior Service Delivery Executive at Hewlett Packard, where she manages escalations and ensures quality service delivery. Previously, she held several customer-facing roles at HP, Ralecon IT Consulting, Maha Electronics, and IBM, where her responsibilities included customer support, account management, and technical assistance. She has strong communication, problem-solving, and relationship-building skills.

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Geethasri Nath
Email: geethashri717@gmail.com
Phone: +91-7022305666
CAREER OBJECTIVE
A competitive position in the industry which would make best use of my skills and pave way for
future opportunities and growth, enhancing and developing my skills and continually learn about
the latest paradigms, processes and products.
WORK EXPERIENCE
Company Name : Hewlett Packard
Location : Bangalore
Position : Senior Service Delivery excecutive
Tenure : From April- 2016 till date
 Managing & bridging end to end escalation gap as a first level contact for entire South
region. Addressing the customer concern with great accuracy & speed with customer
satisfaction.
 Handling clients, partners and associated delaer of Hp for all the internal escalations and
drive through quality service delivery
 Own Service head escalations and ensure closure of cases within TAT
 Understands all aspects of Customer Contract and effectively articulate to service delivery
teams as required
 Collabarate closely with sales team to ensure contractual obligations are met while
maintaining margins
 Responsible for Root cause analysis document for weekly review with partners as an .
 Conduct monthly open call reviews to analyse the area of improvements
 POC for TAT performance along with weekly review for certain key accounts like
Accenture, Flipkart, Mindtree, Deloitte accounts
 As per region targets to lead the field hold time and WIP ( South ) with partners
 Establish a relationship with Hp associated dealers and partners for assigned accounts.
Company Name : Hewlett Packard
Location : Bangalore
Position : Customer Relation Case Manager
Tenure : From October-2014 to April- 2016
 Managing the Service delivery to the customers and also for the HP partners.
 Strives hard to achieve a high level of customer satisfaction through quality service
delivery.
 Customer Interfacing, organization, Planning and execution skills.
 Customer advocate/escalation point into service delivery team.
 Escalate as required within the technical teams to ensure assignment of resources to meet
SLA compliance.

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 Lead critical client escalations (Incident Management). Single point of contact for high end
Management escalations like Feedback to CEO escalation, Escalation to HP higher
management, Social Media escalations. Acts as an Appellate to resolve the issues quickly.
 Conducts customer and management briefings concerning operational decisions, scheduling
requirements
 Interlock with the partners Change Management process
 Partner with HP sales teams to address Billing Issues, Contract Requests, Up-sell
opportunity, Entitlements.
 Service level agreement compliance assurance and reporting.
 Own Root Cause Analysis document and facilitate technical input from day 2 teams and
track corrective actions (Problem Management)
 Understands all aspects of Customer Contract and can articulate to service delivery teams
as required
Company Name : Ralecon IT Consulting Service(P) Ltd
Location : Bangalore
Position : Customer Service SPOC
Tenure : From April-2014 to September-2014
 Customer Satisfaction by delivering the quality work
 Handling clients, interaction over emails and phones
 Understanding the client web page, in order to help the client websites design
 Assigning tasks to the team as per the client requirement
 Managing end to end escalations
 Sharing weekly report to the management
 Variety of social media marketing as a part of digital marketing strategy to scale up the
business higher
 End to end interaction in the forum for our clients like Orchids the international school
(Parent forum), Management Institutes, trip advisors etc...
 Responsible for handling & tracking of clients feedback reports to implement continuous
improvement and suggestions
 Work closely with sales and service representatives to identify areas of concern and
potential risk
Company Name : Maha Electronics(P) Limited( Hp Partners)
Location : Bangalore
Position : Trade Administrator
Tenure : From August-2012 to March-2014
 Assigning Calls
 Ensure all calls will attend in correct TAT.
 Handling Elevated and Escalated cases and provide the support as per escalation and
criticality
 Analysing quality of the closed cases
 Interaction with customers over emails and phone.
 Establishing milestones and deliverables on time and within budgets as per quotes shared
 Sharing updated report for entire team acknowledging progress
 Business Management and Customer Satisfaction and Escalation Management

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 Maintaining documents of internal and customer related
 Trade management for entire Bangalore
 Keeping the employees on track by overseeing and analyzing their performance on regular
basis
 Boosted profit through creating and handling superb vendors and customers relationships
Company Name : IBM India(P) Limited, Bangalore
Location : Bangalore
Position : Technical Support Engineer
Tenure : From August-2011 to July-2012
 Handling Customers, interaction over emails and phones.
 Logging Ticket for hardware support team
 Share reports as per the call volume and case logged details
 Providing technical support, member of project team & implementation and support team.
 Managing tickets and elevates not resolved cases to level2.
 Handling projects and monitoring sites.
KEYSKILLS AND COMPETENICIES
 Self-Motivating and dedicated towards my work
 Ready to adapt any kind of team/individual working environment
 Ready to face any career challenges
 Adapt at mapping client’s requirements, custom designing solutions and providing solutions
for the customers’ queries.
 Possess excellent communication, interpersonal and analytical skills with proven abilities
in resolving escalations.
 Excellent oral and written skills.
ACADEMIA
Aug 2007-Jun 2011 Bachelor of Engineering (Biotechnology Engineering)
Ballari Institute of Technology & Management, Bellary, India (VTU, Belgaum)
with an aggregate of 64.73%.
PERSONAL INFORMATION
Name: Geethashri Nath
Date of Birth: 17 May 1990
Present Address:# 708, chenga malam chinna dorai nilayam, 1st
B cross, 8th
block Kormangala-
Bangalore 560095
I hereby declare that above given information is true to the best of my knowledge.
Place: Bangalore Geethasri Nath