Alexander Swami
Sr. Customer Service Associate
Summary
Results-oriented customer service specialist with over 4 years in client relationship management within international organizations. Expertise in optimizing service delivery and improving operational efficiency through collaboration and process enhancement. Demonstrates strong problem-solving skills and adaptability in dynamic environments.
Overview
1
1
Language
1
1
Certification
6
6
years of professional experience
Work History
Sr. Customer Service Representative
Kalkine Solutions
02.2026 - Current
- Conducting welcome calls for newly onboarded customers to explain services and ensure a smooth start.
- Managing and serving existing customers, understanding their requirements, and maintaining strong relationships
- Created sales opportunities from existing customers, contributing to revenue growth.
- Managed and served existing customers, understanding requirements and fostering strong relationships.
- Suggesting relevant stock recommendations to customers based on their preferences and investment goals
Sr. Customer Service Representative
Wipro Limited
09.2022 - 06.2025
- Delivered comprehensive end-to-end HR operational support, resolving employee queries on benefits, reimbursements, and claim settlements with a 98% satisfaction rate
- Mentored and guided junior team members, ensuring SLA-driven service delivery and improving response times by 20%
- Managed health and welfare benefits operations, accurately tracking and reconciling HSA and FSA accounts for over 500 employees
- Also trained in Define Contribution, Defined Benefits and Payroll.
Customer Support Executive
Concentrix
09.2020 - 07.2022
- Managed live customer calls, resolving queries efficiently to improve customer experience.
- Provided effective solutions, contributing to high customer satisfaction levels.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed live customer call and resolve queries efficiently.
- Addressed customer concerns promptly, enhancing satisfaction through accurate information.
Education
BBA - Finance
Maharaja Agrasen Himalayan Garhwal University
Uttarakhand06-2023
High School Diploma -
National Open School
Delhi, India03-2015
Skills
Customer Success
First call resolution
CSAT scores
Customer onboarding
Client retention
Average handle time
Data-driven decisions
Zendesk
Freshdesk
Intercom
Salesforce CRM
Ticketing systems
ServiceNow
Voice of customer
CRM management
Certification
Certification in Online Financial Planning Wealth Management
Timeline
Sr. Customer Service Representative
Kalkine Solutions
02.2026 - Current
Sr. Customer Service Representative
Wipro Limited
09.2022 - 06.2025
Customer Support Executive
Concentrix
09.2020 - 07.2022
BBA - Finance
Maharaja Agrasen Himalayan Garhwal University
High School Diploma -
National Open School