Kalavathy Mahalingam
Bengaluru
Summary
Dynamic Senior Customer Associate at Scryptic Media with expertise in technical support and customer query management. Proven ability to resolve complex issues and enhance user experience through effective communication and training. Skilled in multitasking and product troubleshooting, consistently achieving high customer satisfaction and fostering strong relationships.
Overview
7
7
years of professional experience
Work History
Senior Customer Associate
Scryptic Media
Bengaluru
01.2022 - Current
- Provided technical support for application issues related to user access and performance.
- Documented support processes and procedures for team reference and knowledge sharing.
- Assisted users in navigating applications, ensuring effective use of features and functionalities.
- Conducted training sessions for new staff on application usage and best practices.
- Collaborated with internal teams to resolve customer issues and support customer service goals.
- Completed day-to-day duties accurately and efficiently.
- Developed project plans detailing implementation timelines and tasks.
- Worked as an Implementation Specialist.
- Performed quality assurance checks throughout the implementation process to verify accuracy of data entries.
- Maintained detailed records of all changes made during the implementation process.
- Developed and documented implementation plans for new software systems.
- Managed project timelines to ensure on-time and within-budget delivery of technology solutions.
- Provided ongoing support and maintenance for implemented systems.
- Maintained positive working relationship with fellow staff and management.
- Worked on project creation part using the tools like Pulse/SONAR/Airtable for uploading the seasons
- Worked on Postman tool where we would add the URL of the projects.
- Using the Zendesk we used to create tickets where we update the status of the project
Customer Service Associate
Amazon Development Centre Pvt Ltd
Coimbatore
12.2018 - 12.2021
- Provided excellent customer support and guidance while dealing with complex complaints, offering an empathetic approach to maintain loyal customer relationships.
- Provided an extensive background on product specifications, usability, prices and other details when requested by customers.
- Resolved customer queries over the phone and by email.
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
- Collaborated with team of [11] customer service professionals to deliver outstanding advice and support.
- Solved wide range of incoming complaints to achieve customer satisfaction.
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Addressed customer service enquiries quickly and accurately.
- Built rapport with customers through courteous and professional communications.
Education
Bachelor of Science - Information Systems
PSG College Of Technology
Coimbatore,India2017
Skills
- [30] WPM typing speed
- Customer query management
- Live chat management
- Account management
- Customer account management
- After-sales support
- Script following
- Product troubleshooting
- Refund and exchange
- Order processing
- Technical support
- Issue resolution
- Effective communication
- Multitasking proficiency
- Time management
- Team collaboration
- Computer proficiency
- Staff education and training
Timeline
Senior Customer Associate
Scryptic Media
01.2022 - Current
Customer Service Associate
Amazon Development Centre Pvt Ltd
12.2018 - 12.2021
Bachelor of Science - Information Systems
PSG College Of Technology
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