Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Eldho Abin Varghese

Bengaluru

Summary

Customer-focused and detail-oriented Customer Support Specialist with 6 years of experience delivering high-quality support in fast-paced, global environments. Proven expertise in handling complex inquiries via Salesforce, with a strong grasp of ticket management, and managing escalations.

Overview

7
7
years of professional experience

Work History

Account operations and product support specialist

Rippling
Bengaluru
08.2024 - Current
  • Provided support to customers via Zoom, email, and chat.
  • Developed help center articles, training materials, and conducted new hire training sessions.
  • Maintained 99% CSAT for 4 straight months, and an overall CSAT of 95%.
  • Handled 90+ salesforce tickets during peak season and have been among the top 10 percent ticket solvers in the spend suite and maintained above 90 percent quality throughout.
  • I worked on new projects for global payroll and EOR.
  • Worked with account managers and the legal team to resolve escalations.
  • Helped customers with billing and cancellation questions.
  • Provided timely feedback to management regarding product issues, and worked on Jiras with the engineering team to get these resolved.

Customer Service and Operations Analyst

Natwest Group
Chennai
05.2018 - 10.2023
  • Migrated the first-party fraud and scam (Project Concorde 2B) fully to India from the UK by working with the UK team.
  • Resolve customer queries through email and phone.
  • Investigated complex fraud cases, and recovered funds for the victims.
  • Processed and authorized payments of upto 50000 GBP to the fraud victim's bank.
  • Reconciled aging entries in the fraud suspense account.
  • Trained new hires on reconciliation and processing of payments.
  • Worked with the controls and risk team to implement better risk measures.
  • Received a spot ovation award for being the top solver consistently for six months.

Education

Bachelor of Commerce - Banking And Finance

Mahatma Gandhi University
Kerala
05-2017

SSC - Commerce

Montfort School
Kerala
05-2014

High School Diploma -

Indian School Wadi Kabir
Oman
05-2012

Skills

  • Salesforce
  • Jira
  • Confluence
  • Slack
  • SharePoint
  • Intellimatch
  • Ticketing systems
  • Ticket resolution
  • Customer communication
  • Customer relationship management
  • Billing support
  • Escalation management
  • SLA management
  • Support SOP writing

Languages

English
First Language
Hindi
Advanced (C1)
C1
Malayalam
Advanced (C1)
C1

Timeline

Account operations and product support specialist

Rippling
08.2024 - Current

Customer Service and Operations Analyst

Natwest Group
05.2018 - 10.2023

Bachelor of Commerce - Banking And Finance

Mahatma Gandhi University

SSC - Commerce

Montfort School

High School Diploma -

Indian School Wadi Kabir

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Eldho Abin Varghese