Gokul Prakash
Bengaluru
Summary
Customer Support Specialist experienced in communication and issue resolution within US processes. Handled customer inquiries and resolved complaints while consistently meeting KPIs such as CSAT and AHT. Focused on delivering high-quality service in fast-paced environments through effective problem-solving and clear communication.
Overview
11
11
years of professional experience
Work History
Proprietor
Homelander Designs
Adoor
12.2021 - 08.2025
- Conducted market research to identify trends and consumer preferences.
- Develop and implement customer relationship marketing strategies to enhance customer retention and lifetime value
- Plan and execute targeted campaigns (email, social media, WhatsApp, etc.) to drive repeat business and referrals
- Collaborate with design, sales, and operations teams to ensure a seamless customer journey
- Analyze customer data, feedback, and behavior to identify trends and improve engagement strategies
Senior Executive in Operations
Aegis
Bangalore
06.2019 - 07.2021
- Handle inbound and outbound calls, emails, and chats for US-based customers (AT& T)
- Provide prompt, accurate, and courteous responses while maintaining a professional tone
- Resolve customer issues efficiently, ensuring first-call resolution (FCR) whenever possible
- Deliver a high level of customer satisfaction (CSAT) by understanding customer needs and expectations
- Follow US communication standards, including clarity, tone, and active listening
- Document customer interactions accurately in CRM systems
- Meet and exceed performance metrics such as AHT (Average Handling Time), CSAT, and SLA compliance
Senior Client Manager
JRP Films
Kochi
06.2018 - 08.2019
- Primary client contact from concept to delivery.
- Coordinated creative, writing, and production teams.
- Managed timelines, approvals, and stakeholder communication.
Customer Relationship Associate
PSCB
Adoor
06.2014 - 05.2018
- Provided frontline customer service to banking clients, addressing inquiries and resolving issues.
- Maintained accurate customer records and compliance documentation to support regulatory requirements.
- Assisted with branch functions, contributing to seamless daily operations and customer satisfaction.
Education
Bachelor of Arts - English Literature
Catholicate College
Pathanamthitta, India12-2025
Engineering -
St. Thomas College of Engineering and Technology
Chengannur, India07-2014
Skills
- Client & Relationship Management
- Customer onboarding & engagement
- Relationship building & retention
- Issue resolution & escalation handling
- Complaint management & service recovery
- Service quality & SLA management
- Process, Operations & Reporting
- Process adherence & documentation
- Ticketing systems & case tracking
- Communication & Service Excellence
- Professional verbal & written communication
- International customer interaction
- Email, chat & voice support
- Empathetic listening & negotiation
Languages
- English (Fluent)
- Malayalam
- French (Elementary)
- Hindi
Timeline
Proprietor
Homelander Designs
12.2021 - 08.2025
Senior Executive in Operations
Aegis
06.2019 - 07.2021
Senior Client Manager
JRP Films
06.2018 - 08.2019
Customer Relationship Associate
PSCB
06.2014 - 05.2018
Bachelor of Arts - English Literature
Catholicate College
Engineering -
St. Thomas College of Engineering and Technology