Adithya Prem P
Thiruvananthapuram
Summary
Results-driven Support Specialist with over 2 years of experience in customer service, claims management, and digital adoption support. Skilled in creating user-centric solutions, writing, and optimizing user personas to enhance the user experience. Proficient in handling use cases, collaborating with others, and driving compliance within software development and SaaS environments. Demonstrates expertise in product ecosystems, market analysis, and product analytics to innovate solutions in enterprise settings.
Overview
3
3
years of professional experience
Work History
Support Specialist - Email
Revolut
03.2023 - Current
- Managed 120+ daily emails, ensuring clear, responsive communication and improved user engagement.
- Collaborated with other teams to align on user-centric product enhancements.
- Utilized Jira Service Desk for effective ticket tracking and resolution, contributing to software development cycles.
- Leveraged product analytics to identify recurring issues and refine the customer support process.
- Contributed to the deployment of new support initiatives aimed at enhancing the customer experience.
Claims Specialist
Guidehouse India Private Limited
09.2022 - 02.2023
- Managed outbound calls and documented 40+ insurance claims per day.
- Investigated complex cases and presented comprehensive summaries to senior management.
- Focused on timely claim resolutions involving medical and financial details.
Associate CS
Sutherland Global Services
09.2021 - 08.2022
- Handled over 100 chats daily, balancing quality with volume to meet KPIs.
- Consistently achieved top customer satisfaction scores.
- Utilized CRM systems to monitor customer interactions and maintain accurate case logs.
- Worked collaboratively across departments to resolve issues effectively.
Education
Bachelor of Technology - Mechanical Engineering -
Vidya Academy of Science & Technology, APJ Abdul Kalam Technological University
06.2022
Core Competencies
- Customer Service & Problem Resolution
- CRM Systems (Jira, Service Desk)
- Writing & User Persona Development
- Product Analytics & Market Insight
- Compliance & Process Optimization
- Data Analysis & Reporting
- Email & Chat Support
- SaaS Support
- Technical Proficiency in Microsoft Office & Adobe Suite
Languages
English
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
Hindi
Beginner (A1)
Accomplishments
- Created and grew a gaming YouTube channel through consistent uploads, effective SEO, and keyword optimization, leading to sustained growth and engagement. Secured sponsorship from Activision for Call of Duty content due to the channel's success.
- Assisted a client in managing their YouTube channel, including video editing, content creation, and running successful ad campaigns across multiple social media platforms, contributing to the client's digital presence and growth.
Timeline
Support Specialist - Email
Revolut
03.2023 - Current
Claims Specialist
Guidehouse India Private Limited
09.2022 - 02.2023
Associate CS
Sutherland Global Services
09.2021 - 08.2022
Bachelor of Technology - Mechanical Engineering -
Vidya Academy of Science & Technology, APJ Abdul Kalam Technological University
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