Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

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
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
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
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, Chennai
10-2019

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

Similar Profiles

  • VENKATA NIRANJAN P

    VENKATA NIRANJAN PVENKATA NIRANJAN P

    Senior Associate at SUTHERLAND GOBAL SERVICE PRIVATE LIMITEDSenior Associate at SUTHERLAND GOBAL SERVICE PRIVATE LIMITED

  • Mohan Raj T

    Mohan Raj TMohan Raj T

    Senior Consultant at Sutherland Global Service Private LimitedSenior Consultant at Sutherland Global Service Private Limited

  • Minothi S

    Minothi SMinothi S

    Associate Consultant at Sutherland Global Service Private LimitedAssociate Consultant at Sutherland Global Service Private Limited

  • Srinithi M

    Srinithi MSrinithi M

    Process Associate at HanDigital Pvt LtdProcess Associate at HanDigital Pvt Ltd

  • Sri Ranjith S

    Sri Ranjith SSri Ranjith S

    Splst, Development at Standard Chartered BankSplst, Development at Standard Chartered Bank

CREATE PROFILE
Jayagopi Velavan