Hari G
Senior Customer Support Associate.
Kattankulathur,TN
Summary
Leverage hands-on experience and skills to contribute to the success of a dynamic organization. Seeking a career opportunity that allows for further professional growth and enables me to make a meaningful impact. Skilled in working under pressure, learning new skills, and adapting to varied situations and challenges to best enhance the organizational brand.
Overview
4
4
years of professional experience
Work History
Senior Associate Internet
Sutherland Global Services Pvt Ltd.
Chennai
01.2023 - Current
- As a Senior Associate, I provided technical assistance , Loyalty and Retention and customer support for internet service-related issues. My role required deep knowledge of network troubleshooting, CRM tools, and order management systems, while maintaining top-tier service standards in a high-pressure environment.
Key Responsibilities:
Troubleshot client internet issues using tools like BBNMS, OPUS, and Order Management System.
Accessed customer information through CRM platforms such as Evergent to resolve service disruptions.
Handled service upgrades, downgrades, cancellations, and billing adjustments.
Dispatched field agents when on-site support was needed.
Escalated unresolved issues to the Assistance Desk.
Facilitated product sales for newly launched services.
Maintained accurate customer interaction logs via internal systems.
Tools & Skills Highlighted:
CRM: Evergent
Technical Tools: BBNMS, OPUS, OMS
Soft Skills: Troubleshooting, Communication, Customer Retention
Achievements: Awarded Best Associate Internet – October 2024.
Associate Customer Support
Sutherland Global Services
Chennai
09.2021 - 10.2022
- Supported customers on the Amazon PLS Product Live Support line, addressing both service queries and technical problems. Delivered outstanding service in a fast-paced environment and actively contributed to team growth.
Key Responsibilities:
Resolved incoming customer complaints and inquiries via live support channels.
Delivered technical assistance specific to Amazon PLS Products.
Maintained a consistently high level of customer satisfaction scores.
Collaborated with peers to streamline processes and improve service quality.
Exceeded key performance metrics including response time and resolution rate.
Trained newly onboarded employees on standard operating procedures.
Tools & Skills Highlighted:
CRM Systems
Communication & Empathy
Process Improvement
Product Knowledge (Amazon Live Support)
Education
Bsc. - Computer science
Apollo Arts and Science College
Skills
- SalesForcecom
- Global SAP system
- DirecTV OPUS
- Evergent
- SmartLead
- Canva
- Order Management System (OMS)
- Microsoft Excel
- Microsoft PowerPoint
- Broadband Network Management System (BBNMS)
- Outage Management System
- Microsoft Word
Personal Information
- Date of Birth: 19 January 2001
- Nationality: Indian
Awards
Best Associate Internet, 2024-10-01
Timeline
Senior Associate Internet
Sutherland Global Services Pvt Ltd.
01.2023 - Current
Associate Customer Support
Sutherland Global Services
09.2021 - 10.2022
Bsc. - Computer science
Apollo Arts and Science College
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