Customer Service Specialist with E-commerce Expertise

Usha Kumari Gorantla

Customer Service Specialist

Mobile: +1-403-***-**** Email: **********.*@*****.***

Linkedin.com/in/usha-kumari

SUMMARY

●A customer service-oriented professional with strong interpersonal and problem-solving skills, looking to leverage experience in managing high-volume customer interactions and developing processes to increase customer satisfaction at a growing organization. Had thorough experience working as an E-commerce portal support representative including live-chat support, payment gateway maintenance.

●An achievement-oriented team player, seeking to contribute to customer service excellence and drive performance by providing effective training and mentorship to new customer service representatives.

●Holds a bachelor’s degree in electrical and electronics engineering from India.

PROFESSIONAL EXPERIENCE

●10 Years of extensive customer experience shouldering various responsibilities which sharpened my competency in vital skills required by the industry today.

●Leadership, customer Service, Training, Root Cause Analysis and customer satisfaction

●Effectively managed high-volume of inbound and outbound customer calls

●Managed wide variety of customer services and administrative tasks to resolve customer issues quickly and efficiently.

●Participated in special projects related to improving the E-commerce experience for our customers including testing new features, conducting usability studies.

●Resolved escalated issues within established timeframes through effective communication with other internal teams when needed.

●Collaborated with marketing team on special promotions to increase sales.

●Responsible for answering product questions with up-to-date knowledge of sales and promotions, customer queries, problem solving and providing detailed information on new products.

●Responsible for the recruitment and training of new team members on proper procedures for handling calls, chats, emails from customers regarding orders placed online.

●Accurately documented and resolved customer service issues and enquiries.

●Maintained payment gateway activities and coordination with external vendors.

●An achievement-oriented team player, seeking to contribute to customer service excellence and drive performance by providing effective training and mentorship to new customer service representatives.

●Monitoring and recording top customer grievances with details about frequency and seriousness using an Excel sheet.

WORK EXPERIENCE:

HGS, Canada

Customer Relations Associate Aug 2024- Mar 2026

Customer service specialist with a track record of exceeding performance goals and driving customer satisfaction. Proficient in analyzing customer feedback and implementing process improvement. Passionate about creating positive customer experience and contributing to the overall success of the organization.

Responsibilities:

Address customer issues/complaints and resolve to full satisfaction of customer immediately, within company guidelines while maintaining composure and professionalism; appropriately escalate issues to management with a positive attitude.

●Provided high-quality customer service to an average of 50 clients per day, maintaining a 90% first-call resolution rate

●Managed a high volume of inbound customer inquiries, resolving 95% of issues on the first call, leading to a 20% increase in customer satisfaction ratings.

●Consistently met and exceeded monthly sales targets by proactively identifying and suggesting relevant products and services

●Commended for exceptional problem-solving skills and the ability to handle complex customer inquiries and complaints effectively

●Leverage in depth knowledge to make personalized recommendations, resulting 15% increase in upsell conversations

●Proactively identify process improvement opportunities, leading to a 20% reduction in customer escalations

Essel software and Services Ltd, Hyderabad June 2005- June 2016

Customer support:

Responsibilities:

●Online live chat support to place orders, delivery information, enquiries about products and payment issues

● To conduct Service activities on regular basis to improve brand recognition

● Responding to issues such as service inquiries, problem resolution, and retaining accounts.

● Developed and implemented innovative customer service strategies resulting in an improvement in customer satisfaction scores.

● Streamlines support processes, reducing response time and enhancing overall efficiency.

● Monitoring and recording top customer grievances with details about frequency and seriousness using an Excel sheet.

●Managed customer chargebacks and refund issues effectively.

● Maintained block listed customers.

●Building and managing customer expectations and loyalty.

●Quickly researching and investigating issues that concern a customer.

●Managing customer service teams, processes, and policies, creating work schedules.

●Preparing daily, weekly, and monthly reports for senior managers.

●Conducted regular training sessions to ensure the team members were well-versed in product knowledge and service techniques.

●Assessing the customer service department’s operational performance against set targets.

● Promoting new products and services to the customers through email and live chat.

●Disputes and escalations resolutions from both the customer and vendor sides.

●Manage customer chargebacks and refund issues effectively.

●Conducting workshops with the vendors about the new products enquiries from the customers.

●Conducting workshops with web designing team and sales team about the new offers and new features which need to implement in the website as per the event.

●Collaborated with product development teams to enhance customer feedback leading to product enhancement and updates

Senior Customer Support Executive

Role & Responsibilities

●Live chat support for intake of orders, customer queries regarding placing orders, product enquiry, delivery details.

●Assist with placement of orders, refunds, or exchanges

●Resolve customer complaints via phone and emails.

●Follow up with dealers, vendors, and delivery executives

●Resolving customer payment issues by validating duplicate orders in payment gateway, providing alternative payment options

●Resolving login related issues, verifying account information.

●Coordinate with web development team for product changes, offers and promotions.

●Send promotion, reminder mails to customers about the new features and events.

●Help customers with complaints and questions, give customer information about products and services, take orders, and process returns.

EDUCATION:

Bachelor of Technology — Electrical and Electronics Engineering at Jawaharlal Nehru Technological University, Hyderabad, India

SKILLS

●Proficient in Microsoft Outlook, Microsoft Excel, Microsoft Word & Microsoft Power Point.

●Strong organizational skills with excellent attention to details, willingness to develop & learn new skills.

●Good writing, analytical and problem-solving skills.

●Able to work under pressure and efficiently.

●Ability to communicate effectively & professionally

●Positive & pro-active attitude towards work

●Ability to work independently and as part of a team.

DECLARTION

I hereby declare that all the information provided above is accurate to the best of my knowledge.

Place: Calgary

Date:

Contact this candidate