Pavithra N
Customer Service And AWS
Bengaluru,KA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the service industry. A solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with an exemplary passion for developing relationships, cultivating partnerships and growing businesses. Knowledgeable and dedicated customer service professional with extensive experience . A solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with an exemplary passion for developing relationships, cultivating partnerships and growing businesses. Motivated Customer Service Representative with over 8 years of retail experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in Kannada, English, Hindi Tamil, Telugu.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Escalation Specialist
Bundl Technologies Pvt Ltd ( Swiggy)
Bengaluru
01.2022 - Current
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Handled all customers in fast-paced resolution oriented setting in coordination with solid team of 10- 15 Order management team associates.
- Exhibited high energy and professionalism when dealing with Customers' issues.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and backed up other customer service managers.
- Responded proactively and positively to rapid change.
Subject Matter Expert
ANI technologies Pvt Ltd (Ola Cabs)
Bengaluru
05.2016 - 03.2018
- Designed and prepared technical reports, studies and related documentation.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Documented diagnostic results and supported root cause analysis and troubleshooting.
- Supported teams in continuous delivery of quality and services, enhancing usage and introducing new features.
- Monitored and tracked team progress to identify improvement opportunities.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
Relationship Manager
Matrimony.com Ltd
Bengaluru
11.2016 - 01.2018
- Monitored Profiles carefully and reached out to customers to provide immediate Matches' and maintain satisfaction.
- Worked with Brides and Grooms to facilitate communication and deliver personalized solutions to customers.
- Generated new business and referral clients in partnership with financial advisors and branch team.
- Achieved goals for sale of Matrimony services and products and exceeded performance metrics for customer service.
- Communicated regularly with clients to understand needs, evaluate current profiles use and continue their membership.
- Kept up-to-date and accurate funding accounts for internal departments, key programs and special projects.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
Business Associate
Resfeber Labs P Ltd. (Porter)
Bengaluru
04.2016 - 11.2016
- Applied core knowledge to effectively communicate sensitive or technical information while adhering to regulatory guidelines.
- Verified work aligned with service levels agreed and client requirements.
- Engaged with customers to build business relationships.
- Researched, analyzed and projected market data for potential markets.
- Reviewed invoices, payment requests, advance requests, expense reimbursements and proper coding, prior to approval.
- Enhanced customer experience using all omnichannel offerings.
- Observed packing operations to verify conformance to specifications.
- Collected, arranged and input information into database system.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Generated reports detailing findings and recommendations.
Helpdesk Executive
HP (Oss Technologies Pvt.Ltd)
Bengaluru
07.2007 - 11.2008
- Managed help desk consisting of [800+] employees and conducted performance evaluations.
- Assisted with updating technical support best practices for use by organizations.
- Maintained and updated user service database.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Used ticketing systems to manage and process support actions and requests.
- Followed up with Users and Vendors to verify optimal customer satisfaction following support engagement and problem resolution.
- Activated accounts for clients interested in new services.
- Provided basic end-user troubleshooting and desktop support.
- Managed high levels of call flow and responded to basic technical support needs.
Customer Support Executive
CMS Computer P Ltd.
Bengaluru
09.2006 - 07.2007
- ● Coordinating with Tower Delivery Leads , End Users & Vendors
- ● Maintaining all project related Documentation.
- ● Coordination with all engineers & Vendors to get work done in specified SLA.
- ● Coordination with AMC Vendors for any hardware replacements.
- ● Coordination with Warranty Vendors for onsite support for breakdowns in systems
- ● Verification of call reports received from engineer.
- ● Coordination with customer for confirmation on resolution
- ● Single point of contact for users from all over India
- ● Generating Reports as per customer's requirement
- ● Supervised call analysis on Daily, Weekly, Monthly & Quarterly.
- ● Escalation Matrix followed accordingly for closure of the calls as per SLA
- ● Logging calls in Ticketing system according to Requests.
Education
Bachelor of Arts - Sanskrit
Govt College of Sanskrit
Bangalore 06.2002 - 04.2005
Skills
Complaint resolution
undefinedTimeline
Escalation Specialist
Bundl Technologies Pvt Ltd ( Swiggy)
01.2022 - Current
Relationship Manager
Matrimony.com Ltd
11.2016 - 01.2018
Subject Matter Expert
ANI technologies Pvt Ltd (Ola Cabs)
05.2016 - 03.2018
Business Associate
Resfeber Labs P Ltd. (Porter)
04.2016 - 11.2016
Helpdesk Executive
HP (Oss Technologies Pvt.Ltd)
07.2007 - 11.2008
Customer Support Executive
CMS Computer P Ltd.
09.2006 - 07.2007
Bachelor of Arts - Sanskrit
Govt College of Sanskrit
06.2002 - 04.2005
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