GAYATHRI VIJAY
Bangalore
Summary
Experienced customer support executive with expertise in non-voice processes. Skilled in resolving customer issues, delivering exceptional service, and managing high workloads with accuracy and professionalism. Strong communication and problem-solving abilities. Seeking a dynamic role to enhance customer satisfaction.
Overview
10
10
years of professional experience
Work History
Senior Executive
ANI Technology Pvt Ltd
01.2015 - Current
- Working with Nodal & Grievance, Social Media, National Consumer Forum, and Safety Response Team to handle escalations effectively
- Handling email support, inbound queries, and internal escalations efficiently
- Resolving customer issues promptly while ensuring compliance with company policies and regulatory guidelines
- Making swift decisions on escalations within 24 hours for speedy resolution
- Investigating and analyzing customer complaints to identify root causes and implement corrective actions
- Monitoring customer sentiment on social media and ensuring timely responses to escalated concerns
- Collaborating with legal and compliance teams to manage high-priority consumer forum escalations
- Coaching and mentoring executives, especially training batch members, to enhance service quality
- Providing constructive feedback to frontline teams to prevent recurring issues
- Identifying process improvement opportunities based on escalation trends and customer pain points
- Coordinating with cross-functional teams, including operations, quality assurance, and product teams, to ensure quick closure of customer complaints
- Collaborating with the knowledge team to implement process updates and maintain service standards
- Generating reports and insights on escalation trends to improve customer experience and reduce complaint volumes
- Ensuring adherence to SLA (Service Level Agreement) and compliance protocols while handling escalations
- Maintaining documentation of all escalations, resolutions, and process changes for future reference
- Customer Service & Support - Handling customer queries, complaints, and escalations with efficiency
- Escalation Management - Expertise in resolving complex issues related to Nodal & Grievance, Social Media, National Consumer Forum, and Safety Response Team
- Email & Chat Support - Proficient in managing non-voice communication channels to ensure timely issue resolution
- Problem-Solving & Decision-Making - Ability to analyze customer concerns and provide quick resolutions within 24 hours
- Process Improvement - Identifying patterns in escalations and suggesting workflow optimizations to enhance efficiency
- Stakeholder Coordination - Collaborating with operations, legal, compliance, and product teams for seamless issue resolution
- Coaching & Team Training - Mentoring new executives and providing constructive feedback to improve performance
- Data Analysis & Reporting - Generating reports on customer escalations and identifying trends for continuous improvement
- Compliance & SLA Management - Ensuring issue resolution within defined service level agreements (SLAs) and regulatory standards
- CRM & Ticketing Tools - Hands-on experience with customer service platforms such as Zendesk, Freshdesk, Salesforce, and similar tools
- Database Management & SQL - Experience in querying and managing customer data using SQL for reporting and analytics
Education
Bachelor of Engineering (B.E.) - Computer Science and Engineering
Anna University, Saraswathi Velu College of Engineering
JambukulamHigher Secondary Certificate (HSC) - undefined
Velammal Matriculation Higher Secondary School
Chennai, Tamil Nadu01.2008
Secondary School Leaving Certificate (SSLC) - undefined
St. Mary's Matriculation School
Thiruvallur, Tamil Nadu01.2006
Skills
- Customer Service & Support
- Escalation Management
- Email & Chat Support
- Problem-Solving & Decision-Making
- Process Improvement
- Stakeholder Coordination
- Coaching & Team Training
- Data Analysis & Reporting
- Compliance & SLA Management
- CRM & Ticketing Tools
- Database Management & SQL
Languages
Tamil - Native/Fluent
Telugu - Proficient
English - Proficient
Kannada - Basic
Disclaimer
I hereby declare that the information provided above is true and correct to the best of my knowledge and belief. I take full responsibility for the authenticity of the details mentioned in my resume.
Timeline
Senior Executive
ANI Technology Pvt Ltd
01.2015 - Current
Bachelor of Engineering (B.E.) - Computer Science and Engineering
Anna University, Saraswathi Velu College of Engineering
Higher Secondary Certificate (HSC) - undefined
Velammal Matriculation Higher Secondary School
Secondary School Leaving Certificate (SSLC) - undefined
St. Mary's Matriculation School
Similar Profiles
Mohamed AppasMohamed Appas
Client Advisor at Nobroker Technologies Pvt LtdClient Advisor at Nobroker Technologies Pvt Ltd
Karthikeyaan P PKarthikeyaan P P
Lead Category (KAM) – D2C at Scootsy Logistic Pvt LtdLead Category (KAM) – D2C at Scootsy Logistic Pvt Ltd
Rajeev PathakRajeev Pathak
Business Development Executive at Redbus India Pvt LtdBusiness Development Executive at Redbus India Pvt Ltd