Summary
Overview
Work History
Education
Skills
Languages
Declaration
Signature
Timeline
Generic

Gayathri V

Chennai

Summary

Customer Service Associate with 3+ years of international voice and non-voice experience, known for resolving issues swiftly and delivering exceptional service with empathy. Skilled in multitasking, communication, and customer satisfaction in fast-paced environments. Committed to enhancing customer loyalty with a solutions-focused approach.

Overview

8
8
years of professional experience

Work History

CS Associate

Amazon
04.2024 - Current
  • Delivered prompt and professional support to international customers via voice (inbound/outbound calls) and non-voice channels (email, chat, and ticketing systems).
  • Resolved customer queries, complaints, and technical issues with empathy and efficiency, maintaining high satisfaction scores and first-contact resolution rates.
  • Accurately logged customer interactions and maintained detailed records in CRM tools such as Salesforce, Zendesk, or similar platforms.
  • Demonstrated strong communication skills with a neutral accent and clarity, ensuring effective understanding across global clientele.
  • Adhered to company service protocols, SLAs, and quality assurance guidelines to maintain consistency and compliance.
  • Collaborated with internal departments (tech support, billing, logistics, etc.) to expedite issue resolution and deliver seamless customer experiences.
  • Identified customer pain points and suggested process improvements to supervisors, contributing to service enhancements and customer retention.
  • Achieved daily/weekly performance metrics including average handling time (AHT), customer satisfaction (CSAT), and quality assurance (QA) scores.

Customer Support Executive

Sterling Holiday Resorts Limited
03.2022 - 02.2024
  • Assist in formulating targets for individuals and teams.
  • Answer questions from executives and provide guidance and constructive feedback.
  • Respond promptly and accurately to customer queries through various channels such as phone calls, emails, and chats.
  • Anticipate escalations and take over calls when necessary.
  • Update internal databases with information regarding technical issues and valuable customer interactions.
  • Measure performance using key metrics such as call abandonment rate and calls waiting.
  • Ensure adherence to policies related to attendance and established procedures.
  • Keep management informed about ongoing issues and potential problems.
  • Prepare monthly and annual performance reports and results summaries.

Back Office Executive

School - Net India Limited
03.2018 - 03.2021
  • Established efficient workflow processes, monitored daily productivity, and implemented improvements to enhance overall personnel performance and operational effectiveness.
  • Trained employees on company policies and regulatory compliance requirements to ensure adherence, and accurately recorded entries in the company’s software systems.
  • Oversaw office inventory operations, including ordering, requisitions, stocking, and receiving of shipments.
  • Organized meetings, managed calendars, and processed company receipts, invoices, and bills in a timely manner.
  • Communicated organizational objectives across departments through regular correspondence and scheduled status updates.
  • Maintained company files and records to ensure accuracy and up-to-date documentation.
  • Managed the company database, including regular maintenance, updates, documentation verification, and generation of reports.

Back Office Executive

Integrated Enterprises India Private Limited
10.2017 - 02.2018
  • Performed clerical duties such as answering phone calls, responding to emails, and preparing documents, including office correspondence, memos, and presentations for meetings.
  • Made entries in the company’s software, collected payments, and logged them accurately on the internal payment sheet for audit purposes.
  • Maintained general office files, including job files, vendor files, and other documentation related to company operations.
  • Coordinated and managed appointments and meetings while providing administrative support to management.

Education

Master of Computer Applications - Computer Science

Christ College of Engineering And Technology
Puducherry
04.2017

Bachelor of Science - Computer Science

Idhaya Arts & Science College For Women
Puducherry
2015

Skills

  • Customer Relationship Management & Escalation Handling
  • Verbal & Written Communication Excellence
  • Proficient in MS Word & MS Excel
  • Report Generation & Data Analysis
  • In-depth Product/Service Knowledge
  • Presentation & Documentation Skills
  • Strong Problem-Solving & Critical Thinking
  • Active Listening & Empathetic Customer Engagement
  • Resourceful & Adaptable in Dynamic Environments
  • Effective Time Management & Task Prioritization
  • Ability to Understand and Anticipate Client Needs

Languages

English
Advanced (C1)
C1
Tamil
Bilingual or Proficient (C2)

Declaration

I hereby declare that the information provided above is true and correct to the best of my knowledge  and belief.

Signature

Gayathri V

Timeline

CS Associate

Amazon
04.2024 - Current

Customer Support Executive

Sterling Holiday Resorts Limited
03.2022 - 02.2024

Back Office Executive

School - Net India Limited
03.2018 - 03.2021

Back Office Executive

Integrated Enterprises India Private Limited
10.2017 - 02.2018

Master of Computer Applications - Computer Science

Christ College of Engineering And Technology

Bachelor of Science - Computer Science

Idhaya Arts & Science College For Women

Similar Profiles

CREATE PROFILE
Gayathri V