Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Diwakar S

Chennai

Summary

Customer service professional with over five years of experience in chat support, merchant support, and fraud analysis. Expertise in managing high-volume inquiries and resolving complex issues while maintaining accuracy in fraud detection. Proven leadership skills demonstrated through mentoring team members and implementing process improvements. Committed to delivering exceptional service and fostering customer trust.

Overview

6
6
years of professional experience

Work History

Customer Support Supervisor

Groupon
Chennai
10.2023 - Current
  • Delivered 24/7 support to global clients, ensuring seamless service across time zones via chat and email.
  • Managed supervisor cases for high-priority customers, ensuring prompt and efficient resolution.
  • Provided support to new joiners, and conducted Document QA audits to maintain quality standards.
  • Contributed to projects involving marketplace merchant clients, offering tailored solutions to meet their needs.
  • Coordinated with stakeholders to cascade weekly updates to the team, ensuring smooth communication and alignment.

Senior Customer Service Representative

Allsec Technologies
Chennai
03.2022 - 10.2023
  • Monitored live chat queues to ensure prompt assistance for incoming customer inquiries.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues promptly.
  • Worked specifically on Aspire and Fortiva credit card accounts, providing support for customer inquiries, transactions, and dispute resolution.
  • Supported the Fraud Team by analyzing suspicious transactions, and conducting timely fraud investigations.
  • Identified and classified fraudulent activities, including lost or stolen cards, NRI fraud, counterfeit cases, account takeovers, friendly fraud, and MOTO fraud.
  • Issued affidavit letters for disputed transactions, and managed case follow-ups, maintaining compliance with a 45-day response window.
  • Possess a working knowledge of POS entries.
  • Hands-on experience in account maintenance tasks, including account blocking/unblocking, fund transfers, issuing replacement plastics, processing account closures, and initiating customer refunds.

Merchant Support Associate

Sutherland global Services
Chennai
02.2019 - 03.2022
  • Resolved merchant inquiries via email, achieving timely and satisfactory issue resolution.
  • Delivered 24/7 support to international clients, ensuring high service availability.
  • Assisted merchants with account setup, transaction issues, and policy compliance for seamless onboarding.
  • Engaged customers to identify needs and provide solutions to product inquiries.
  • Implemented account adjustments and refunds to address service or billing complaints.
  • Analyzed CRM reports to pinpoint problems and recommend improvements.
  • Supported operations during peak activity periods to maintain service quality.
  • Anticipated customer needs to enhance productivity and improve service levels.

Education

Bachelor of Science - Aeronautical Engineering

PMC Tech
Hosur
04-2017

Skills

    Interpersonal communication

    Quality assurance

    Time management

    SLA management

    Stakeholder engagement

    Team leadership

Accomplishments

  • Consistently exceeded service level (SL) targets, contributing to a 15% increase in team efficiency and customer satisfaction
  • Achieved top performance metrics each month, ranking in the top 10% of the team for the entire year
  • Awarded "Star of the Month" for three consecutive months for exceptional customer support, and proactive problem-solving
  • Proposed and successfully implemented new project ideas

Languages

Tamil
First Language
English
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1

Timeline

Customer Support Supervisor

Groupon
10.2023 - Current

Senior Customer Service Representative

Allsec Technologies
03.2022 - 10.2023

Merchant Support Associate

Sutherland global Services
02.2019 - 03.2022

Bachelor of Science - Aeronautical Engineering

PMC Tech

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Diwakar S