Customer Support Specialist Logistics & CRM Expert

Govarthan K

P ERSONAL DETAILS

Chennai, India

960*******

************@*****.***

Male

** ***** ****

Married

English

Tamil

Telugu

Team Collaboration &

Communication

Flexibility & Adaptability

Problem Solving & Escalation

Management

Customer Relationship

Management (CRM)

Time Management & Prioritization

Critical Thinking

Resourcefulness

MS Office (Excel, Word, Outlook)

Traveling

Exploring new things

L ANGUAGES

SKILLS

I NTERESTS

Results-driven Customer Support Specialist with 4+ years of experience delivering exceptional client service and resolving complex issues efficiently. Adept at handling high-volume customer interactions across multiple channels, streamlining communication, and escalating critical cases to ensure timely resolution. Recognized for strong problem-solving skills and the ability to thrive under pressure while improving customer satisfaction. Chennai

August 2021 — December 2025

•Monitoring the shipment status and Provide flight details, basic information, Track and Trace the shipment, resolve the customer cargo related queries.

•We have handling General, DG, perishable and Temperature control shipments. Finding proper flight routing by utilizing the available tools

(iCargo, AA cargo website).

•Respond to customer concerns via email, maintaining 95%+ service quality rating.

•Book cargo reservations for import/export shipments and contact other airlines to arrange interline shipments.

•Escalate cases to the next level of support, ensuring quick resolution and customer satisfaction.

•Consistently meet or exceed service-level agreements (SLAs) while managing 40–60 requests per day.

•Recognized for maintaining accuracy and professionalism in handling sensitive customer information.

•Collaborated with cross-functional teams to streamline escalation processes, reducing resolution time.

•Contributed to training sessions for new team members, sharing best practices and improving onboarding efficiency.

•Satisfying the client requirement with quality and time factor.

•Weekly clients calls will be handled and sharing updates to the team Chennai

March 2019 — September 2020

• Acted as communication link between agencies and users, resolving 80% of queries at first contact.

• Handled escalations efficiently, ensuring minimal downtime for clients.

• Maintained accurate records of customer interactions to improve knowledge base and future responses.

• Supported team members by providing guidance on complex queries, improving team efficiency.

• Achieved recognition for delivering consistent performance in customer Senior Associate Teleperformance Global Services Associate Tech Mahindra

SUMMARY

WORK EXPERIENCE

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• Assisted in process improvement discussions, providing insights based on customer feedback trends.

2017

2014

2010

B.E. Electrical & Electronics Engineering Kalinga University Diploma in Electrical & Electronics Engineering Panimalar Polytechnic College

SSLC Lbeaar Matric Higher Secondary School

EDUCATION

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