M Subbulakshmi
Chennai
Summary
Results-oriented professional with over 5 years of experience, including 2 years in technical support, demonstrating a proven track record of exceeding customer expectations and enhancing satisfaction levels. Highly adaptable and eager to embrace new responsibilities, continuously striving to improve, and expand technical expertise. Skilled in resolving complex technical issues and implementing effective troubleshooting strategies while collaborating with cross-functional teams to drive product stability and innovation. Renowned for proactive problem-solving, fostering customer success, and contributing to revenue growth through strategic solutions. A strong listener and dedicated team player, consistently working to enhance operations and elevate service standards.
Overview
6
6
years of professional experience
Work History
Technical Support Engineer
iOPEX Technologies
Chennai
01.2025 - Current
- Prioritized and resolved incoming tickets using service now based on urgency and impact.
- Managed a high volume of support tickets, prioritizing and resolving issues efficiently, resulting in a 95% customer satisfaction rate.
- Achieved a 90% first-call resolution rate by explaining intricate problems in an accessible manner.
- Monitored and reported on ticket queue metrics and SLA compliance using ticketing tool dashboards to identify bottlenecks and improve service delivery.
Process Officer
Atos Technology
Chennai
01.2022 - 01.2025
- Managed and resolved end-user tickets related to the metering system, ensuring efficient issue resolution.
Provided exceptional customer service via calls and emails by identifying root causes, leading to a 50% increase in client retention. - Consistently achieved performance milestones in speed, accuracy, and volume, maintaining high service standards.
- Recognized by directors as the best customer service representative, showcasing dedication and excellence.
Customer Service Representative
HCL Technologies
08.2019 - 12.2021
- Identified issues, analysed information and provided solutions to problems
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Maintained up-to-date knowledge of product and service changes
Education
Master of Business Administration - Human Resource
University of Madras
Chennai04.2025
Bachelor of Arts - B.Com
Baktavatsalam Memorial College
Chennai05.2019
Skills
- Ticket management
- Escalation support
- CRM
- Creative problem-solving
- Problem-solving
- Good listening skills
Hobbies and Interests
- Sports
- Travel
- Outdoor Activities
Personal Information
Date of Birth: 05/18/98
Languages Known: English ,Tamil, Hindi
Timeline
Technical Support Engineer
iOPEX Technologies
01.2025 - Current
Process Officer
Atos Technology
01.2022 - 01.2025
Customer Service Representative
HCL Technologies
08.2019 - 12.2021
Master of Business Administration - Human Resource
University of Madras
Bachelor of Arts - B.Com
Baktavatsalam Memorial College