JOHN JOSHWA H
Chennai
Summary
Customer Support Executive with over 4 years of experience in international processes, focusing on chat, email, and technical support. Demonstrated capability in managing over 150 customer interactions daily while maintaining 100% quality scores. Skilled in escalation handling, multitasking across various tools, and providing prompt resolutions during night shifts. Aiming for a stable role in international customer support.
Overview
5
5
years of professional experience
Work History
CSR REP 1
TRANSUNION GLOBAL TECHNOLOGY CENTER LLP
07.2024 - 04.2025
- Handled live chat support for US customers with up to 8 concurrent chats
- Managed 150+ customer interactions per day while maintaining service accuracy
- Consistently achieved 100% quality scores
- Resolved escalated issues within defined SLAs
- Documented cases accurately across multiple internal systems.
- Worked efficiently across multiple tools simultaneously during peak hours.
TECHNICAL SUPPORT EXECUTIVE
SUTHERLAND GLOBAL SERVICE
05.2022 - 12.2023
- Provided technical support for DIRECTV and AT&T Internet
- Performed line checks and basic troubleshooting using diagnostic tools
- Identified root causes and provided effective resolutions via chat
- Assisted customers in scheduling technician visits when required
- Ensured proper documentation and workflow completion for every case
CUSTOMER SUPPORT EXECUTIVE
SUTHERLAND GLOBAL SERVICE
04.2021 - 10.2021
- Supported Amazon customers through international non-voice channels
- Handled customer queries related to orders, refunds, and account issues
- Maintained quality and productivity targets consistently.
CUSTOMER SUPPORT EXECUTIVE
LEPAY PRIVATE LIMITED INDIA
Chennai
01.2020 - 02.2021
- Handled domestic chat support for customer inquiries
- Assisted customers with transactions and account-related issues
- Maintained high customer satisfaction through timely responses
Education
B.A - History
Madras Christian College
chennai01.2021
HSC -
Evaans Mat. Hr. Sec. School
Chennai01.2018
SSLC -
Santhome. Hr. Sec. School
Chennai01.2016
Skills
- International Customer Support (US Process)
- Chat & Email Support (Non-Voice)
- Escalation & Complaint Handling
- Customer Issue Resolution
- Root Cause Analysis
- CRM & Ticketing Tools
- Case Documentation
- Multitasking (8 concurrent chats)
- SLA & Quality Compliance
- Night Shift Operations
Hobbies and Interests
- Dance
- Travelling
Languages
English
Proficient (C2)
C2
Tamil
Native
Native
Timeline
CSR REP 1
TRANSUNION GLOBAL TECHNOLOGY CENTER LLP
07.2024 - 04.2025
TECHNICAL SUPPORT EXECUTIVE
SUTHERLAND GLOBAL SERVICE
05.2022 - 12.2023
CUSTOMER SUPPORT EXECUTIVE
SUTHERLAND GLOBAL SERVICE
04.2021 - 10.2021
CUSTOMER SUPPORT EXECUTIVE
LEPAY PRIVATE LIMITED INDIA
01.2020 - 02.2021
B.A - History
Madras Christian College
HSC -
Evaans Mat. Hr. Sec. School
SSLC -
Santhome. Hr. Sec. School