A Resourceful Support Associate with a proven track record of handling multiple tasks and improving operational efficiency for 5+ years.
Proficient in using CRM systems, ticketing platforms, and other customer support tools to streamline processes and enhance efficiency.
Ability to work collaboratively in a fast-paced environment, adapting quickly to changes and prioritizing tasks accordingly.
Supervised various accounts of customers from different time zones to provide personalized customer experience.
Handling Chats, Emails and Calls simultaneously in order to keep up the high customer satisfaction.
Extensive expertise on understanding full program life cycle, good problem solving skills, managing people and proven ability to implement new processes and deliver results.
A strong team player with proven background in developing targeted business operations plans, implementing improvements, and supervising aspects to achieve successful results.
Highly skilled at managing deadline-driven schedules and repetitive tasks with a positive work ethic.
Proven ability to provide operational strategies and employee coaching and mentoring.
Good working knowledge of MS Office & proficient in excel.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Support Agent
iGaming Platform
Malta
01.2024 - 07.2024
Provided prompt and courteous customer support via live chat, email, and telephone channels to address various players' inquiries, resolve issues, and ensure a positive gaming experience.
Monitored player activity for signs of responsible gaming concerns and intervened appropriately, in line with responsible gaming guidelines.
Assisted players with account registration, verification, deposits, withdrawals, and other account-related activities, adhering to company policies and procedures.
Mentored team members on fostering a culture of continuous improvement.
Investigated and resolved technical issues, gameplay inquiries, and payment disputes in a timely and efficient manner, escalating complex issues as necessary.
Created comprehensive process documentation to train peers, resulting in a 30% reduction in stalled stories and improved team performance.
Achieving the target of operations metrics like productivity (Number of Order
processed per hour), quality (defect %age) and delivery/latency SLA.
Attain my quarterly goals against Metrics, SLA requirements, QA guidelines, team, and personal goals.
Educated players on game rules, promotions, and bonus terms to promote understanding and compliance.
Skilled in change management, continuous process improvement, and performing root cause analysis of the CSI Master task implementation.
Agility: Very prompt in my work output and delivers results much quicker.
A team player, I showcased my leadership quality as a shift lead during Q3 of 2023.
Resolved customer inquiries, technical issues, and complaints promptly and efficiently, ensuring high levels of customer satisfaction.
Collaborated with cross-functional teams, including Fraud and Compliance, to address player concerns and maintain regulatory compliance.
Utilize CRM systems to maintain accurate records of player interactions, and report feedback and insights to management for continuous improvement.
Consistently met or exceeded performance metrics, including response time, resolution rate, and customer satisfaction scores.
Being an intermediary to connect with multiple stakeholders globally, to provide compiled weekly and monthly business review status reports, communicate relevant information, and escalate when needed.
Data Entry Associate
Fourkites India Pvt Ltd
Chennai
08.2022 - 12.2023
Experience in performing Supply chain operations to improve visibility of the Documentation & TNT for the top tier Carrier companies in the APAC region
Took over various Salesforce queues which involves unique checklist & goals needs to be followed
Handling Booking confirmation documents, Invoice documents for import and export, Bill of lading doc etc.
For all the carriers
Customer support in the APAC region
Implemented Separate checklist & audit mechanism to streamline the process
A team player and showcased my leadership quality as a shift lead during Q3 of 2023
Independently put together project plans for CSI master validation and Unilever booking queue backlog clearance
Ability to understand the CRM tools and operation workflow tools
Adapt and learn new features of the program and improve on their acumen to quickly edit and fix up contents also, editing the SOP to spot/catch errors in the content
Achieving the target of operations metrics like productivity (Number of Order processed per hour), quality (defect %age) and delivery/latency SLA
Attain my quarterly goals against Metrics, SLA requirements, QA guidelines, team and personal goals
Addressed & assisted customer queries on time using Olark (Live Chat software)
Agility: Very prompt in my work output and delivers results much quicker
Bought a lot improvement ideas to their direct report and improve the content quality inside Fourkites.Inc
Being an intermediator to connect with multiple stakeholders globally to provide status reports, communicate relevant information and escalate when needed.
Digital Content Associate
Amazon Development Centre
Chennai
01.2019 - 02.2022
My work profile is to ensure quality and timely delivery of Kindle Device, e-book editing, quality check in terms of flow of the content and other work that is assigned
Performing content quality checks to qualify the customer experience for content viewing and Kindle device usage by using software tools for quality audit, content editing and data capture
Understanding the marketing tools and operation workflow tools of a particular task/process
Interacting and coordinating with vendors and category team to help ensure smooth data flow for all required selection attributes for the category
Achieving catalog audit targets and creating reports regarding task assigned on daily basis
Analyzing the business layers of Operations Team and deploying automation tools for the process which saves the manual work
Writing & editing the SOP for ad-hoc process
Training and mentoring other associates
A team player who comes up with ideas to improve the editing/QA process
I often contact publishers and vendor managers to report errors identified and provide status update as and when required.
Education
Bachelor of Engineering (B.E) in Computer Science & Engineering (CSE) -
Tagore Engineering College (TEC)
Chennai, India
06.2017
Certification
Certified in German - A1 & A2 Level
Participated in Many Medal and Non-Medal Throw ball Tournaments.
Certified in Core Java - June 2016.
Top Performer of the quarter Q3-2019
Top Performer of the quarter Q4-2020
Top Performer of the quarter Q1 & Q2-2021
Nominated & awarded as "CONSCIENTIOUS" during the Annual awards 2023
Received various spot awards (wishlist) based on my performance throughout the year
Timeline
Customer Support Agent
iGaming Platform
01.2024 - 07.2024
Data Entry Associate
Fourkites India Pvt Ltd
08.2022 - 12.2023
Digital Content Associate
Amazon Development Centre
01.2019 - 02.2022
Bachelor of Engineering (B.E) in Computer Science & Engineering (CSE) -
Clinical Documentation Specialist at Acuity Solutions India Pvt Ltd (An IKS Health Company) | Client: Coastal MedicalClinical Documentation Specialist at Acuity Solutions India Pvt Ltd (An IKS Health Company) | Client: Coastal Medical