Jomy Philip
Idukki
Summary
Customer and Client Support Consultant with extensive experience in gaming support, adept at client engagement, resolving issues, providing technical assistance, and delivering personalized service. Skilled in adapting to new industries, quickly learning, and maintaining a commitment to excellence in any professional setting.
Overview
2
2
years of professional experience
Work History
Client Advisor
Intouch CX
01.2024 - 12.2024
- Engaged effectively with a broad player base via email and chat to resolve concerns involving game mechanics, progress, and account matters.
- Troubleshot freezes and disconnections during gameplay sessions.
- Assisted development team in implementing continuous improvements based on player feedback.
Service Specialist
[24/7] Ai
07.2023 - 01.2024
- Provided real-time assistance to customers via live chat, resolving inquiries related to orders, payments, refunds, and product details.
- Delivered quick and accurate solutions to ensure customer satisfaction and loyalty, often exceeding response time targets.
- Collaborated with internal teams to escalate and resolve complex issues, maintaining transparent communication with customers.
Customer Service Consultant
Cogent E-services Private
10.2022 - 06.2023
- Documented all interactions and outcomes in CRM systems to maintain accurate records and follow-up on unresolved cases.
- Contributed to team training initiatives, sharing best practices for effective customer engagement.
- Handled customer escalations, de-escalating tense situations and providing solutions that ensured player satisfaction and retention.
- Managed high-volume inbound and outbound calls, resolving customer issues with efficiency and professionalism.
Education
Btech - Petroleum Engineering
Excel College of Engineering And Technology
Namakkal, India06-2022
DHSE - Higher Secondary Education
GHSS Thopramkudy
Thopramkudy05-2018
AISSE - Secondary Education
Marian Public School
Marygiri05-2016
Skills
- Client interaction
- Technical Troubleshooting
- Problem-Solving
- Project management tools
- Service Level Agreements
Tools Handled
- CSM/CRM - SalesForce, Ameyo, Twilio, OmniChannel, LiveChat, Breeze, POS, Jarvis, BOSS, OMA
- Analyst - Excel, Tableau, Spreadsheet
- Presentation - Office Word, PowerPoint, OneNote
- Browsers - Citrix, Zendesk
Languages
English
Advanced (C1)
Malayalam
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Tamil
Intermediate (B1)
Timeline
Client Advisor
Intouch CX
01.2024 - 12.2024
Service Specialist
[24/7] Ai
07.2023 - 01.2024
Customer Service Consultant
Cogent E-services Private
10.2022 - 06.2023
Btech - Petroleum Engineering
Excel College of Engineering And Technology
DHSE - Higher Secondary Education
GHSS Thopramkudy
AISSE - Secondary Education
Marian Public School
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