Naattiyaa Arumugham

Roles & Responsibilities:

• Assisting worldwide customers on EV SSL, OV SSL, DV SSL, Code signing and email certificates.
• Assisted customers through out the validation process and help them get their certificate issued through Live Chat, Inbound calls and email support
• We volunteer to do outbound calls ,reach the customer, intimate the current status and provide a solutions to complete the validation process.
• Processing domain verification WHO is database to prove domain ownership.
• For EV certificate customers provide subscriber agreement form, we will call and verify the signature with CEO, Manager and other authorized person.
• Handled escalation orders and moved EV certificate for second approval, orders to the final stage of issuance.
• Created my own study material for validation process, to provide insights for the new validation associates.

Tools used:

• Ring central phone support 24/7
• Sales force ticketing support
• Live chat for online support using ( DRIFT chat)
• AVS To fetch all customers information and document
• OMS (order management system) To view the customer ordering information.

Key Accomplishments:

• Managed a high-volume workload within a deadline-driven environment.
• An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

• Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
• Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
• Kept projects on schedule by managing deadlines and adjusting workflows.
• Assembled manuals for team usage from vendor-supplied product data sheets and submittal information.
• Arranged travel and accommodation for team members and project partners.
• Maintained database and spreadsheets with accurate inventory and status.
• Kept corporate and client information confidential, adhering to data safety measures.
• Tracked hours and expenses to keep project on task and within budgetary parameters.
• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
• Monitored project progress, identified risks and took corrective action as needed.