Balaji Palani
Chennai
Summary
Dedicated Customer Support Professional with 7+ years of experience, including team leadership and technical support in high-volume environments. Proven ability to diagnose and resolve customer issues, train junior staff, and ensure top-tier service delivery. Experienced in international voice support, handling global customers, and delivering exceptional service across different time zones.
Overview
10
10
years of professional experience
Work History
Network Support Engineer L1
Movate Technologies
Chennai
03.2022 - Current
- Provide L1 support for Aruba networking products (Access Points, Switches, Controllers)
- Troubleshoot and resolve technical issues through phone, email, and remote support tools.
- Deliver international voice support, ensuring clear and effective communication with global customers.
- Manage and document customer cases in ticketing systems with accurate and detailed updates.
- Collaborate with TAC engineers to escalate and resolve complex networking issues within defined SLA timelines.
- Mentor and support junior team members to improve team performance and service quality.
- Provide premium ProCare/Premier support to high-priority customers, ensuring expedited case handling and superior customer experience.
Senior Associate - Customer Support
Infosearch Private Limited
03.2019 - 03.2022
- Managed inbound and outbound customer interactions, focusing on issue resolution and upselling.
- Handled international customer queries through voice, email, and chat support.
- Assisted customers with solar panel solutions, explaining benefits and cost savings.
- Ensured compliance with customer service protocols to maintain high satisfaction scores.
Senior Associate
Zealous Services
Chennai
10.2017 - 03.2019
- Handled outbound/inbound US customer calls for upselling financial products
- Promoted Mortgage loans, Health Insurance plans, and Veteran loans
- Identified customer requirements and recommended suitable financial solutions
- Achieved monthly sales and revenue targets
- Built strong rapport with US customers and ensured high conversion rates
- Maintained CRM updates and accurate customer records
- Coordinated with internal teams for documentation and processing
- Resolved basic customer queries related to loan/insurance products
Customer Support Representative
Vertex Customer Care Solution
Chennai
06.2016 - 10.2017
- Handled inbound/outbound customer calls
- Resolved customer complaints and service requests
- Provided product/service information clearly
- Maintained call quality and service standards
- Updated customer details in CRM system
- Achieved daily/weekly performance targets
- Escalated complex issues to higher-level support teams
- Maintained professional communication with customers
Education
State Board - Commerce & Computer Science
E.L.M. Fabricious Higher Secondary School
Chennai 2010
State Board - Commerce
MCC Higher Secondary School
Chennai 2009
B.A. - English Literature
St. Thomas College of Arts and Science
01.2014
Skills
- Customer Support & Issue Resolution
- Call Center Operations & Leadership
- Technical Troubleshooting (Networking, Windows, Linux)
- CRM & Ticketing Systems (Salesforce, Zendesk)
- International Voice Process & Global Customer Handling
- Time Management & Multitasking
- Client Relationship Management
- Process Optimization & Upselling
- Training & Team Development
- SLA & Performance Metrics Management
- Operating Systems: Windows, Linux
- Networking: Troubleshooting & Diagnostics
- CRM & Support Tools: Salesforce, Zendesk
- International Voice Support & Call Handling
Languages
Tamil
English
Awards
- Best Performer Award - Vertex Customer Care (Call Handling Excellence)
- Top Performer Award - Zealous Corporate Services (Sales & Customer Service)
- Best Performer Award - Movate Technologies (Customer Support)
Interests
- Playing Cricket (Team coordination & strategic thinking)
- Carrom (Focus and precision skills)
- Bike Riding (Exploring new places and stress relief)
Timeline
Network Support Engineer L1
Movate Technologies
03.2022 - Current
Senior Associate - Customer Support
Infosearch Private Limited
03.2019 - 03.2022
Senior Associate
Zealous Services
10.2017 - 03.2019
Customer Support Representative
Vertex Customer Care Solution
06.2016 - 10.2017
State Board - Commerce & Computer Science
E.L.M. Fabricious Higher Secondary School
State Board - Commerce
MCC Higher Secondary School
B.A. - English Literature
St. Thomas College of Arts and Science