KAVIYA AROKIADASS
B.E Aeronautical Engineering
Coimbatore,Tamil Nadu
Summary
Process Associate delivering customer support across software activation, billing, renewals, and technical troubleshooting. Handles live chat and calls for order tracking, refunds, photo uploads, delivery concerns, and Amazon Seller emails while coordinating with technical teams to close recurring issues. Maintains CSAT, SLA compliance, and steady response time across multiple customer channels.
Overview
3
3
Languages
3
3
years of professional experience
Work History
Process Associate
Sutherland Global Services Pvt. Ltd.
Chennai , Tamil Nadu
05.2023 - 09.2026
- Delivered live chat and call support for order tracking, refunds, photo uploads, and delivery concerns with clear communication.
- Maintained 100% CSAT through empathetic customer support and accurate resolution of software activation, billing, and renewal issues.
- Handled Amazon Seller emails for listings, payments, and order-related issues while keeping responses accurate and timely.
- Coordinated with technical teams to diagnose recurring issues and support faster case resolution.
- Managed multiple chat sessions with fast response times while maintaining SLA compliance.
- Maintained an overall performance rating of 4/5 and earned Best Associate recognition for consistent delivery.
- Collaborated across functions to close customer cases accurately and on time across voice and non-voice channels.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Strengthened communication skills through regular interactions with others.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Proved successful working within tight deadlines and a fast-paced environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Passionate about learning and committed to continual improvement.
Education
Bachelor of Engineering - Aeronautical Engineering
05-2023
GPA: 8.63 / 10
Skills
AWS troubleshooting
Technical support
Time management
Team collaboration
Email support
Live chat support
Billing support
Order tracking
Refund processing
SLA compliance
ACHIEVEMENTS
- 100% CSAT Rating (Shutterfly)
- Best Associate (Amazon SPS) – November 2024
DECLARATION
I hereby confirm and verify all the facts mentioned above and I hold the responsibility of their authenticity and correctness.
Timeline
Process Associate - Sutherland Global Services Pvt. Ltd.
05.2023 - 09.2026
HINDUSTHAN COLLEGE OF ENGINEERING AND TECHNOLOGY - Bachelor of Engineering, Aeronautical Engineering