CHRISTOPHER R
Rajapalayam
Summary
Dynamic IT Helpdesk professional with a strong record in technical support and remote troubleshooting. Known for improving efficiency and customer satisfaction through detail-oriented solutions and clear communication. Focused on delivering results in fast-paced environments.
Overview
2025
2025
years of professional experience
Work History
Sr. Associate- IT Helpdesk
Sutherland Global Services Pvt Ltd
02.2015 - 09.2024
- Provided technical assistance and resolved an average of 20-25 support queries daily, ensuring consistent uptime and customer satisfaction.
- Performed remote troubleshooting using diagnostic tools and scripted questioning, achieving a 90%+ first-call resolution rate.
- Collaborated with customers to identify root causes and implement tailored solutions, resulting in a 25% reduction in repeat calls.
- Answered high volumes of inbound support calls and logged 1000+ support tickets monthly, maintaining accurate case tracking in CRM tools like Salesforce and Oracle.
- Identified recurring technical issues and proposed preventive solutions, leading to a measurable drop in escalated tickets.
- Met or exceeded KPIs consistently, including average handling time (AHT), and maintained customer satisfaction scores (CSAT) above 90%, while managing multiple tasks in a fast-paced environment.
Associate Coordinator Cum Documentation Officer
SASY (Social Awareness Society for Youths)
- Monitored and documented cases under the SC/ST (Prevention of Atrocities) Act.
- Coordinated with Human Rights Defenders and supported legal advocacy.
- Handled report writing, event documentation, and victim support tracking.
Customer Service Representative
Allsec Technologies Pvt. Ltd.
- Promoted and sold credit card products by clearly communicating features, benefits, and eligibility requirements.
Transaction Process Executive
Aegis BPO Services Pvt. Ltd.
- Processed telecommunication service requests including new connections and transfers.
Education
M.A. - English Literature
The American College
B.A - English Literature
The American College
Skills
- Technical Support
- Remote Troubleshooting
- Ticketing Systems
- CSAT Improvement
- SLA & KPI Adherence
- Attention to detail
- Issue resolution
- Problem-solving abilities
- Rapport Building
- Task prioritization
Languages
English
Advanced (C1)
Tamil
Bilingual or Proficient (C2)
Timeline
Sr. Associate- IT Helpdesk
Sutherland Global Services Pvt Ltd
02.2015 - 09.2024
B.A - English Literature
The American College
Associate Coordinator Cum Documentation Officer
SASY (Social Awareness Society for Youths)
Customer Service Representative
Allsec Technologies Pvt. Ltd.
Transaction Process Executive
Aegis BPO Services Pvt. Ltd.
M.A. - English Literature
The American College
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