Niveditha E
Bengaluru
Summary
Accomplished Senior Customer Service Representative at First Source, adept in technical support and remote diagnostics. Excelled in resolving complex issues, enhancing customer satisfaction, and fostering strong relationships. Proven expertise in content moderation and quality assurance, with a keen attention to detail and effective communication skills, driving operational excellence and client success.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Representative
First Source
Banglore
07.2025 - Current
- Resolved technical issues for customers via phone and email support.
- Assisted in troubleshooting hardware and software problems efficiently.
- Conducted remote diagnostics to identify and fix technical problems quickly.
- Maintained up-to-date knowledge of product features and updates regularly.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Resolved escalated customer service issues in a timely manner.
- Documented all activities related to technical support including processes, updates, changes made.
- Developed and maintained strong relations with customers to meet quality expectations.
- Served as first point of contact for incoming technical service calls and emails.
- Supported customers with online billing, access, and account issues.
- Monitored customer feedback to ensure high levels of satisfaction.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Conducted remote diagnostics to identify and solve technical problems.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
Content Moderator
Concentrix Daksh India pvt ltd
01.2021 - 07.2025
- Executed content moderation actions by removing policy-violating material and issuing user warnings.
- Maintained up-to-date knowledge of client-specific content policies for consistent enforcement.
- Supported developers in clarifying queries on enforcement and appeals via chat and email.
- Escalated complex issues to relevant team members for thorough review and resolution.
- Applied sound judgment in content moderation decisions according to established policies.
- Communicated effectively with users and internal teams regarding moderation actions taken.
- Utilized online platforms and content management systems to enhance moderation efficiency.
- Applied knowledge of relevant laws, regulations, and industry best practices when making decisions about content moderation.
- Investigated complaints regarding inappropriate or offensive material.
- Reviewed user-generated content for compliance with community guidelines.
- Collaborated with cross-functional teams to improve moderation processes.
Tutor
Freelance tutor for UPSC
01.2018 - 01.2021
- Tutored Geography and Current Affairs majorly at renowned UPSC coaching institutes around Bengaluru.
Education
Bachelor`s - Mechanical Engineering
Visvesvaraya Technological University
01.2016
Pre-University Certificate (PUC) -
Karnataka School Examination and Assessment Board (KSEAB)
01.2011
Secondary School Leaving Certificate (SSLC) -
Karnataka School Examination and Assessment Board (KSEAB)
01.2009
Skills
- Technical support and remote diagnostics
- Customer account and relationship management
- Content moderation and quality assurance
- Attention to detail
- Effective communication
Accomplishments
Best performer
Timeline
Senior Customer Service Representative
First Source
07.2025 - Current
Content Moderator
Concentrix Daksh India pvt ltd
01.2021 - 07.2025
Tutor
Freelance tutor for UPSC
01.2018 - 01.2021
Bachelor`s - Mechanical Engineering
Visvesvaraya Technological University
Pre-University Certificate (PUC) -
Karnataka School Examination and Assessment Board (KSEAB)
Secondary School Leaving Certificate (SSLC) -
Karnataka School Examination and Assessment Board (KSEAB)