- Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
- Enhances customer experiences by employing service-oriented behaviors and understanding customer desires to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities.
- Committed to maintaining professional relationships to increase profitability and drive business results. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude.
- Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Hi, I’m
Balaji K S
Senior Customer Support Associate
Bengaluru
Summary
Overview
14
years of professional experience
6
Languages
Work History
Pramata Knowledge Solutions Private Limited
Senior Customer Support Associate
11.2016 - Current
Job overview
- Conducted regular self-assessments of performance, seeking opportunities to expand skillset through ongoing training and development programs.
- Supported continuous improvement initiatives within the department by actively participating in feedback sessions, process reviews, and team meetings focused on enhancing performance standards.
- Assisted in training new hires, sharing best practices, and fostering a team-oriented environment focused on delivering excellence in customer service.
- Played an instrumental role in updating and maintaining the company''s knowledge base to ensure easy access to accurate and current information for both customers and support staff.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Maintained comprehensive knowledge of product offerings to ensure accurate information was provided to customers during troubleshooting efforts.
- Tested new software and hardware prior to deployment.
- Developed and implemented preventive maintenance procedures.
- Assisted in development of system security protocols.
- Offered assistance in implementing and developing training programs.
- Researched and identified solutions to technical problems.
- Helped streamline repair processes and update procedures for support action consistency.
- Responded to customer inquiries and provided technical assistance over online meetings and in person.
- Generated reports to track performance and analyze trends.
- Created user accounts and assigned permissions.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Streamlined company processes with the implementation of new support software tools.
- Utilized advanced problem-solving skills to identify root causes of recurring issues, implementing targeted solutions that led to improved customer experiences.
- Efficiently navigated company CRM systems to document case details accurately for tracking purposes and future reference.
- Developed strong relationships with clients through consistent follow-ups on outstanding issues, ensuring timely resolutions and ongoing communication updates.
- Served as a reliable point of contact for internal departments, sharing expertise on product features, functionalities, and customer support best practices.
- Collaborated effectively with cross-functional teams to address complex customer issues and achieve positive outcomes.
- Prevented potential escalations by successfully handling challenging situations with empathy, patience, and diplomacy.
- Reduced response time by optimizing ticket prioritization and assignment procedures.
- Improved overall customer experience by proactively identifying areas for process improvement within the support department.
- Managed multiple tasks simultaneously while maintaining composure during high-volume periods or challenging tickets
Pramata Knowledge Solutions Private Limited
Technical Solutions Associate
11.2014 - 11.2016
Job overview
- Collaborated with cross-functional teams to gather requirements, design solutions, and deploy custom Salesforce features tailored to business objectives.
- Boosted user adoption rates by developing comprehensive training materials and conducting personalized training sessions for endorsers.
- Customized user interfaces according to specific departmental needs while maintaining a consistent overall experience across the platform.
- Maintained high levels of security and compliance by enforcing strict access controls, monitoring user activity, and performing periodic vulnerability assessments.
- Supported organizational growth by configuring scalable solutions within Salesforce and providing guidance on best practices for future expansion.
- Resolved technical issues promptly and effectively, providing exceptional support to Salesforce users across the organization.
- Implemented BI solution framework for business intelligence projects.
- Conducted tests to identify issues and make necessary modifications.
- Wrote and maintained technical and functional specifications to document database intentions and requirements.
Pramata Knowledge Solutions Private Limited
Product Support Associate
11.2012 - 10.2014
Job overview
- Developed strong relationships with key customers, fostering loyalty and repeat business opportunities.
- Served as a mentor to junior associates, providing guidance on best practices in customer service and technical troubleshooting techniques.
- Participated in regular meetings with management to discuss performance metrics and areas for improvement within the team.
- Collaborated with cross-functional teams to address customer concerns and improve overall user experience.
- Coordinated efforts with Quality Assurance teams to ensure that all product releases met or exceeded company standards before public release.
- Improved customer satisfaction by providing timely and accurate product support to clients.
- Assisted in the creation of user guides and instructional materials, simplifying complex technical information for endusers.
- Provided feedback to engineering teams on software bugs and hardware issues, leading to improved product quality over time.
- Managed a high volume of support requests while maintaining excellent response times and resolutions rates.
- Troubleshot complex issues through systematic analysis of symptoms, resulting in efficient problem resolution for clients experiencing difficulties with products or services offered by the company.
- Conducted comprehensive product training for new employees, ensuring consistent knowledge across the team.
- Participated in ongoing training programs to ensure expertise in all aspects of product offerings, enabling quick and accurate support for clients.
- Reduced product return rates through thorough troubleshooting and problem resolution with customers.
- Enhanced team efficiency by streamlining internal communication and documentation processes.
- Created user accounts and assigned permissions.
- Helped streamline repair processes and update procedures for support action consistency.
- Offered assistance in implementing and developing training programs.
- Generated reports to track performance and analyze trends.
Pramata Knowledge Solutions Private Limited
Team Member (Legal) Customer Advocacy Group
10.2011 - 10.2012
Job overview
- Enhanced team efficiency by streamlining communication and implementing effective collaboration tools.
- Assisted in the onboarding of new team members by providing guidance, support, and training resources to ensure a smooth transition into the work environment.
- Demonstrated commitment to ongoing professional development by actively participating in industry seminars, workshops, and conferences to stay current with market trends and best practices.
- Increased customer satisfaction with prompt and accurate responses to inquiries, addressing concerns, and resolving issues.
- Gained recognition for delivering excellent customer service through active listening, empathetic communication, and timely resolution of concerns.
- Contributed to a positive work environment by consistently demonstrating professionalism, adaptability, and strong interpersonal skills.
- Provided exceptional support to colleagues by sharing knowledge, offering assistance, and fostering teamwork.
- Optimized workflows with proactive problem-solving and process improvements that streamlined day-to-day operations.
- Collaborated cross-functionally in order to enhance overall team performance, leading to increased efficiency in project execution.
- Ensured smooth operations during peak periods via effective time management techniques such as delegation and task prioritization.
- Learned all required tasks quickly to maximize performance.
- Contributed to team success by completing jobs quickly and accurately.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Developed strong cooperative relationships with coworkers and managers.
- Addressed and resolved customer complaints in polite and professional manner.
- Conducted regular reviews of operations and identified areas for improvement.
- Generated reports detailing findings and recommendations.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
IBM DAKSH Business Process Services Private Ltd
Operations Executive
04.2010 - 04.2011
Job overview
- Utilizing softphone technology to address customer care issues and provide support for initiatives like automated provisioning and online billing.
- Actively seeking opportunities for cross-selling and up-selling during customer interactions.
- Monitoring and reporting on key performance metrics in customer care to track progress and identify areas for improvement.
- Capturing customer feedback to enhance the overall customer care experience.
- Implementing a feedback loop by applying customer input to continually improve services and offerings.
Education
Madurai Kamaraj University Evening CollegeRamanathapuram, India
Bachelor of Science from Mathematics
04.2001
University Overview
Rajah's Higher Secondary SchoolRamanathapuram, India
HSC from Mathematics, Physics, Chemistry And Comp.Science
04.2001
University Overview
Syed Ammal Higher Secondary SchoolRamanathapuram, India
SSLC from SSLC
04.2001
University Overview
Skills
Timeline
Senior Customer Support Associate
Pramata Knowledge Solutions Private Limited
11.2016 - Current
Technical Solutions Associate
Pramata Knowledge Solutions Private Limited
11.2014 - 11.2016
Product Support Associate
Pramata Knowledge Solutions Private Limited
11.2012 - 10.2014
Team Member (Legal) Customer Advocacy Group
Pramata Knowledge Solutions Private Limited
10.2011 - 10.2012
Operations Executive
IBM DAKSH Business Process Services Private Ltd
04.2010 - 04.2011
Madurai Kamaraj University Evening College
Bachelor of Science from Mathematics
04.2001
Rajah's Higher Secondary School
HSC from Mathematics, Physics, Chemistry And Comp.Science
04.2001
Syed Ammal Higher Secondary School
SSLC from SSLC
04.2001
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