Pragatheeswari S
Summary
Customer-focused professional with nearly four years of experience in customer service, technical support, and administrative assistance. Adept at managing high call volumes, routing customers efficiently, and facilitating seamless communication in virtual environments. Proven ability to handle escalations, enhance customer experience, and collaborate with cross-functional teams. Strong technical proficiency with CRM tools, scheduling systems, and online communication platforms.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
Amazon Development Centre India Pvt Ltd
03.2022 - Current
- Handle emails, calls and chats, ensuring a smooth customer transition to support representatives.
- Collaborate with managers and customer support teams to enhance Zoom session experiences.
- Educate customers on chat and Zoom support functions to improve usability and efficiency.
- Assist in maintaining a professional virtual environment with best practices for waiting room etiquette.
- Manage urgent escalations by coordinating with senior specialists and leadership teams.
- Provided feedback to leadership to refine processes and improve customer satisfaction.
Online English Tutor (Part-Time)
Focus Edumatics
11.2021 - 03.2022
- Conducted virtual lessons, engaging students through video conferencing and online tools.
- Managed lesson schedules and provided detailed feedback on student performance.
Process Associate - International Sales
KG Invicta Services
11.2020 - 09.2021
- Managed inbound and outbound customer calls, resolving queries efficiently.
- Scheduled and organized customer interactions, maintaining detailed CRM records.
- Proactively identified customer needs, enhancing upselling and retention strategies.
- Provided exceptional service, earning "Employee of the Month" recognition.
Networking Engineer Intern
Bharat Sanchar Nigam Limited, BSNL
06.2019 - 08.2019
- Gained hands-on experience in network troubleshooting and infrastructure management.
- Assisted in diagnosing and resolving technical issues.
Education
Bachelor of Engineering - Computer Engineering
SVS College of Engineering
Coimbatore, India08-2020
Skills
- Customer Relationship Management (CRM) Systems: Zendesk
- Scheduling & Calendar Management: Google Calendar, Outlook
- Communication: Phone, Email, Chat, Video Conferencing (Zoom, Slack)
- Administrative Support: Record Keeping, Call Routing
- Troubleshooting: Technical Support, Issue Resolution, Escalation Handling
- Soft Skills: Strong Verbal & Written Communication, Active Listening, Empathy, Organization
- Tools & Platforms: Google Suite, Zoom, Slack, Microsoft Office, MAC OS
Accomplishments
- Recognized as "Top Performer of the Quarter" three times for exceeding customer service metrics.
- Implemented a process improvement initiative that increased customer feedback response rates by 25%.
- Reduced issue resolution time by 15% through enhanced diagnostic techniques.
- Spearheaded mentoring programs to improve team performance and readiness.
Languages
English
Advanced (C1)
Tamil
Bilingual or Proficient (C2)
Additional Information
- Fluent in English with excellent verbal and written communication skills.
- Ability to work remotely with a reliable high-speed internet connection.
- Flexible availability, including mornings, nights, weekends, and holidays.
- Strong emotional intelligence and adaptability to handle diverse customer interactions.
Timeline
Customer Support Specialist
Amazon Development Centre India Pvt Ltd
03.2022 - Current
Online English Tutor (Part-Time)
Focus Edumatics
11.2021 - 03.2022
Process Associate - International Sales
KG Invicta Services
11.2020 - 09.2021
Networking Engineer Intern
Bharat Sanchar Nigam Limited, BSNL
06.2019 - 08.2019
Bachelor of Engineering - Computer Engineering
SVS College of Engineering
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