Virtual Assistant Customer Service
Resume:
Devisharanya
Halforway, Ball ground
***********@*****.***
Professional Summary
Dedicated and customer-focused professional with 8 years of experience in delivering exceptional service and support. Adept at handling customer inquiries, resolving complaints, and providing solutions to enhance customer satisfaction. Skilled in communication, problem-solving, and conflict resolution. Proven ability to build lasting relationships and exceed service expectations in fast-paced environments.
Soft Skills
Conflict Resolution & Problem-Solving
Call Center & In-Person Support
Order Processing & Account Management
Team Collaboration & Leadership
Sales & Upselling Techniques
Complaint Handling & Resolution
Multitasking & Time Management
Technical Support & Troubleshooting
Live chat and email support platforms
Technical Skills
CRM Systems: Salesforce, HubSpot, Zoho, Microsoft Dynamics Ticketing & Support Platforms: Zendesk, Freshdesk, Jira Software Testing Tools: Selenium, JIRA, TestRail, HP QC Microsoft Office Suite (Word, Excel, Outlook)
Reporting & Analytics: Power BI, Tableau, Excel
2
Experience
Feb 2025- PRESENT
Omni Interactions Inc, Remote- Product Expert
● Provided exceptional customer service through phone, email, and chat.
● Resolved customer complaints efficiently, ensuring satisfaction and retention.
● Assisted with Tax filing processing and management.
● Collaborated with teams to improve customer experience and streamline processes.
● Achieved and exceeded customer satisfaction goals consistently. Feb 2023 - Nov 2024
Ortec International USA, Atlant- Technical Support Consultant
● Provided exceptional customer service through phone, email, and in-person interactions.
● Resolved customer complaints efficiently, ensuring satisfaction and retention.
● Assisted with order processing, returns, and account management.
● Collaborated with teams to improve customer experience and streamline processes.
● Achieved and exceeded customer satisfaction goals consistently. June 2021 - March 2022
Cognizant Technology Solutions, India- Associate Consultant
● Led a team of customer service representatives, providing training and mentorship providing guidance and mentorship to enhance performance.
● Conducted training sessions on CRM usage, customer interaction strategies, and troubleshooting techniques.
● Handled escalated issues and ensured timely resolution of complex customer concerns.
● Implemented strategies to improve customer satisfaction and reduce churn rates.
● Assisted in developing service policies to enhance the customer experience.
● Analyzed feedback and provided insights to management for service improvements. Feb 2014 - Jan 2016
IBM, India- Test Specialist
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● Performed system validation, created test cases, and ensured compliance with product specifications.
● Implemented automated workflows to streamline customer support processes and improve efficiency.
● Analyzed customer feedback to identify trends and drive continuous service improvements.
● Led QA teams in developing comprehensive test strategies and automation frameworks.
● Conducted API testing using Postman and validated database interactions with SQL queries.
● Worked in Agile environments, participating in daily stand-ups, sprint planning, and retrospectives.
● Trained junior testers and business users on test methodologies and best practices. 3
● Assisted in UAT (User Acceptance Testing) by gathering feedback from stakeholders. Implemented process improvements that reduced defect leakage by [X]%. June 2010 - Feb 2014
iGATE Technology Solutions, India- Senior V&V Engineer
● Designed and executed test cases to identify bugs, ensuring software quality and reliability.
● Conducted functional, regression, and performance testing to verify application behavior.
● Used automation tools like Selenium and JMeter to enhance testing efficiency.
● Collaborated with development teams to troubleshoot and resolve software defects.
● Developed and maintained test documentation, including test plans and reports.
● Provided customer support and training on product functionalities and issue resolution. EDUCATION:
Bachelor of Engineering -ANNA UNIVERSITY INDIA -May 2006 - 2010 Certifications
AWS Cloud Practitioner
Cloud Quest
Tableau Desktop Specialist
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