Jayagopi Velavan
Chennai
Summary
4 years of experience as a Customer Support Specialist skilled in resolving customer inquiries, managing high-volume interactions, and ensuring satisfaction. Expertise in order tracking, returns, and troubleshooting, with a proven track record of improving customer retention and reducing service-related issues. Strong communicator focused on delivering efficient, positive customer experiences.
Overview
4
4
years of professional experience
Work History
Associate - CS Internet
Sutherland Service Private Limited
Chennai, India
06.2023 - Current
- Delivered exceptional support to sellers by addressing inquiries, resolving issues, and providing proactive solutions, ensuring a seamless and positive experience on the e-commerce platform.
- Resolved technical issues related to seller accounts, including listing errors, payment discrepancies, and order fulfillment challenges, achieving a 30% reduction in ticket resolution time.
- Guided sellers in optimizing product listings, offering expert advice on keyword strategies, pricing techniques, and improving product visibility, resulting in a 25% increase in sales and listing effectiveness.
- Collaborated with cross-functional teams (technical support, logistics, compliance) to tackle complex seller issues, driving a 15% improvement in overall seller satisfaction scores.
- Trained and mentored new sellers on platform tools, policies, and best practices, reducing onboarding time by 20% and accelerating their path to success.
- Identified recurring challenges and implemented process improvements, reducing repeated cases by 40% and enhancing the overall seller support experience.
- Managed high-volume seller queries with meticulous attention to detail, ensuring prompt escalation of critical issues to senior teams, and consistently achieving a 95%+ quality rating for support in a high-pressure environment.
- Monitored and followed up on escalated cases, ensuring timely resolutions and fostering positive seller relationships, leading to a 10% increase in retention of high-value accounts.
Senior Customer Support Officer
All Sec Technologies Limited
Chennai
04.2022 - 06.2023
- Assisted customers with retail credit and MasterCard inquiries, including balance checks, transaction disputes, and payment issues.
- Facilitated PIN changes for credit cards, ensuring compliance with bank security protocols.
- Processed new credit card applications, verified eligibility, and guided customers through the approval process.
- Managed credit card payments, ensuring timely processing and resolving payment-related concerns to maintain customer satisfaction.
- Executed account closure procedures, ensuring accurate documentation and full compliance with banking policies.
- Educated customers on credit card benefits, including reward programs, interest rates, and payment terms to improve product understanding.
- Collaborated with fraud prevention teams to identify and resolve suspicious activity, reducing risk for both customers and the bank.
Associate CS Internet (Customer Support)
Sutherland Global Service Pvt Ltd
Chennai
07.2021 - 04.2022
- Resolved delivery-related issues and tracked orders, reducing inquiries by 20% through prompt troubleshooting and clear communication.
- Investigated and addressed customer complaints, achieving a high level of customer satisfaction and ensuring strong customer retention.
- Provided comprehensive support across various customer concerns, including orders, returns, and product issues, ensuring a seamless shopping experience.
- Managed high-volume interactions via chat and email, consistently delivering positive and efficient service with quick response times.
- Processed returns, refunds, and exchanges in accordance with Amazon’s policies, ensuring timely and accurate resolutions for customers.
Education
MBA - HR And Finance
Dr. MGR Educational And Research Institute
Maduravoyal, Chennai10-2019
Skills
- Customer Relations
- MS Excel
- Complex Problem solving
- MS Office
- Payslip Preparation
Languages
English
Upper intermediate (B2)
Tamil
Advanced (C1)
Timeline
Associate - CS Internet
Sutherland Service Private Limited
06.2023 - Current
Senior Customer Support Officer
All Sec Technologies Limited
04.2022 - 06.2023
Associate CS Internet (Customer Support)
Sutherland Global Service Pvt Ltd
07.2021 - 04.2022
MBA - HR And Finance
Dr. MGR Educational And Research Institute