Dhanesh KV

Customer experience agent 2. I work for e- commerce industry for client amazon resolving the customer queries such as payment issues, Delivery issues, Returns and refunds claims, Gift card enquiries.

• Resolved inbound customer inquiries through phone, chat, and email using company support scripts.
• Documented case details accurately in CRM systems for consistent follow-up and recordkeeping.
• Assisted customers with billing questions, account updates, and basic service troubleshooting.
• Resolved customer inquiries through phone, chat, and email using active listening and service protocols.
• Documented interactions accurately in CRM systems and updated case notes for follow-up.
• Assisted customers with account, billing, and order issues while maintaining policy compliance.
• Delivered clear product and service information to support informed customer decisions.
• Managed high-volume queues while maintaining professionalism and response quality.
• Applied call handling procedures to de-escalate complaints and improve customer satisfaction.
• Adapted quickly to new processes, tools, and service updates to maintain consistent support.
• Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
• Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
• Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
• Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
• Efficiently processed returns and exchanges according to company policies while ensuring continued positive rapport with customers.

• Delivered Tier-2 support for Adobe Creative Cloud and Document Cloud applications.
• Resolved installation, activation, licensing, update, and performance issues.
• Performed advanced troubleshooting through system diagnostics and log analysis.
• Utilized Bomgar remote support tools for issue resolution.
• Collaborated with engineering teams for escalated technical incidents.
• Maintained detailed ticket documentation and CRM updates.

• Conduct end-to-end background verification for global candidates across multiple regions.
• Verify employment, education, criminal, identity, court, SSN, and MVR records using verification platforms.
• Manage verification cases through Salesforce CRM while maintaining customer confidentiality and compliance requirements.
• Handle customer inquiries through voice, email, and chat channels.
• Achieve key operational KPIs for quality, productivity, and customer satisfaction.
• Utilize CXone, Microsoft Teams, Outlook, and internal knowledge management systems.

• Supported customers using Intoxalock ignition interlock devices.
• Diagnosed and resolved customer issues related to device functionality and service appointments.
• Managed compliance-related customer accounts.
• Achieved 83% performance score during On-the-Job Training.

• Logged and prioritized incidents in ITSM platform, ensuring accurate categorization and timely routing.
• Resolved password resets, account unlocks, and access requests for end users.
• Provided first-line troubleshooting for Windows, email, VPN, and application issues.
• Escalated complex tickets to resolver teams with complete diagnostic details and user context.
• Assisted users through remote support tools, improving first-contact resolution for routine issues.
• Monitored ticket queues to maintain SLA compliance and reduce backlog.
• Engaged in user support interactions via telephone, chat and email platforms.
• Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
• Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
• Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
• Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.

• Provided B2B technical support for Verizon Connect enterprise customers across US and EMEA regions.
• Assisted users with system access, software installation, application troubleshooting, and device deployment activities.
• Managed hardware deployment projects involving telematics devices and enterprise hardware.
• Performed account administration and access management tasks.
• Utilized remote support tools to troubleshoot technical issues.
• Coordinated with infrastructure and Level-2 support teams for advanced incident resolution.

• Provided technical support for CenturyLink DSL and Fibre Internet customers.
• Diagnosed connectivity, latency, router, modem, and wireless network issues.
• Conducted network diagnostics using ASSIA and Salesforce tools.
• Coordinated field technician dispatch for infrastructure-related issues.
• Maintained service-level commitments and customer satisfaction metrics.

• Monitored Building Management Systems (BMS) and HVAC infrastructure.
• Provided remote technical support for controllers, sensors, and automation systems.
• Performed alarm monitoring, preventive maintenance, and system optimization.
• Supported field technicians through remote diagnostics and troubleshooting.

• Managed U.S. client interactions through phone and email support.
• Coordinated appointment scheduling and service requests.
• Prepared operational reports and process documentation.

• Supported enterprise clients across Australia and New Zealand.
• Coordinated hardware support activities involving servers, storage, and networking products.
• Managed support tickets and dispatch activities within SLA timelines.
• Worked closely with field engineers to drive issue resolution and customer satisfaction.