Oulook
Keerthana Rajasekar
Technical Support Associate
Chennai,TN
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Professional with solid foundation in technical support and customer service. Expertise in troubleshooting, problem-solving, and delivering clear solutions. Focused on team collaboration and achieving results. Adaptable and reliable with strong communication and technical skills. Prepared to drive positive outcomes and support organizational goals.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Customer Support Specialist
Amazon Development Center
07.2024 - Current
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Customer Support Associate
Sitel
10.2020 - 02.2022
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Improved overall customer experience by proactively identifying areas for process improvement within the support department.
- Collaborated effectively with cross-functional teams to address complex customer issues and achieve positive outcomes.
Technical Support Engineer
Concentrix
09.2017 - 11.2019
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
Technical Support Advisor
CSS Corp Private
07.2016 - 08.2017
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
- Delivered exceptional service by empathizing with customers'' concerns and resolving their problems quickly and accurately.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
Education
Bachelor of Science - Computer Science
Rajiv Gandhi College of Engineering
Chennai, India 04.2001 -
Skills
Active listening
Software
Excel
Timeline
Customer Support Specialist
Amazon Development Center
07.2024 - Current
Customer Support Associate
Sitel
10.2020 - 02.2022
Technical Support Engineer
Concentrix
09.2017 - 11.2019
Technical Support Advisor
CSS Corp Private
07.2016 - 08.2017
Bachelor of Science - Computer Science
Rajiv Gandhi College of Engineering
04.2001 -