Aruna Rakesh

• Role: POC / Sr. Customer Support Executive.
• Assisted customers from Middle East region via email and phone, resolving online shopping concerns and enhancing customer satisfaction.
• Attended escalation calls, collaborating with warehouse, accounts, and IT teams to swiftly address customer needs.
• Monitored call wait times and abandoned calls, analyzing data to identify trends and improve support processes.
• Provided information on purchases and available offers through Lulu's online platform.
• Led team through timeout situations to maintain productivity.
• Provided process knowledge support to agents.
• Compiled and submitted shift handling reports to manager at the end of each day.

• Executed meticulous back office tasks to enhance overall operational efficiency.
• Generated purchase invoices based on client requests, ensuring accuracy and timely processing.
• Managed daily correspondence, addressing 70-80 emails to meet customer requirements promptly.

• Assisted customers with inquiries, ensuring timely resolution of issues in inbound processes.
• Facilitated communication with dealers, addressing concerns effectively through outbound calls.
• Supported transition to escalation department by promptly resolving customer issues.

Handled inbound communications in English, Hindi, and Malayalam to support order placements and resolve customer queries.

• Assisted customers with product inquiries and resolved issues efficiently.
• Managed customer orders and ensured accurate processing through internal systems.
• Collaborated with team members to improve service delivery and customer satisfaction.