Customer Support Officer

Umamageshwari K

Mobile : +91-904*******

Email : adl6t6@r.postjobfree.com@gmail.com

OBJECTIVE

Aspiring to work with an organization that offers responsible position where I can utilize my skills and capabilities to carve a niche for myself and effectively deliver toward contributing to the organization's aspirations and enhance my personal growth through continual upgrading of knowledge.

WORK EXPERIENCE:

Company: HCL Technologies Pvt Limited.

Designation: Senior customer support Executive

Process: Eir Telecom (Oct 2018 – Dec 2020)

ROLE DESCRIPTION AND RESPONSIBILITIES:

• Worked as Customer support officer for “Eircom Telecommunication” which is a network service provider in Ireland

• Day to day activities include escalation and closure of Escalation chats, creating

new hire access for members in grad bay support.

• Provide specialized and timely customer support via phone and chat to resolve issues for customer on behalf of agents.

• Monitor the agent chats and Coach them on chat to avoid escalations.

• Monitoring Chat queue and calls queue and make sure that client SLA achieved.

• Work with Knowledge Management team in case of any process updates identified to get

knowledge articles updated accordingly for future reference for associates.

• Mentored and trained team members as per client’s requirement /update.

• Worked with a team to meet process requirements and achieve the SLA metrics

• Maintain ownership of Complaints, ensuring status updates and resolution provided to clients.

• Maintained daily and monthly reports.

• Assisted in problem escalation and resolution to maintain client business relationship.

• Provided telephone and customer support for all customers when required.

• Guide the agents on process knowledge, communication skills and customer handling.

ACHIEVEMENTS

• Distinguished performer for the year 2018- 2019

• Played major role in boosting up the team’s performance in terms of quality.

Company: Sutherland Global Services.

Designation: Customer support Executive

Process: Amazon Customer Support (June 2016 – Sep 2018)

ROLE DESCRIPTION AND RESPONSIBILITIES:

• Worked as Customer support officer for “Amazon” chat support handling customer query.

• Responsible for ensuring customer satisfaction by handling queries related to the store via e-mail.

• Resolved requests related to delivery, replacement, refund and damage assistance.

• Ensured that all the e-mail communication activities are performed and adhered to the company policies.

PERSONAL SKILLS

• Good interaction and excellent communication skills.

• Adaptability to new trends and technologies.

• Interest to work in a creative and challenging environment.

• Able to think big, generate ideas and drive solutions to complex problems in a fast-paced, deadline-driven environment.

• Strong analytical ability: can build reports, analyze data, and summarize findings for executive teams.

IT PROFICIENCY

Basics of MS OFFICE, MS OUTLOOK.

ACADEMIC DETAILS

EDUCATIONAL QUALIFICATIONS:

Bachelor of Electronics and Instrumentation Engineering from SRM Valliammai Engineering College, Kancheepuram in 2016.

PERSONAL DETAILS

Name : Umamageshwari Kandhasamy

Date of Birth : 29th August 1994

Gender : Female

Marital status : Single

Nationality : Indian

Languages Known : English and Tamil

DECLARATION

I declare that the information and facts stated above are true to the best of my knowledge

Name: Umamageshwari Place: Chennai

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