Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Profile
Timeline
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Richard Daniel

Customer Support Representative

Summary

I have 4 years of experience in customer-facing roles. For 3 years, I worked with a US-based platform where I helped new users and partners get started, trained them on software, and connected them to the right services. I also handled follow-ups and support using tools like Salesforce. For the past year, I've been working as a Customer Service Representative, helping customers through chat and email, solving issues, and giving them a smooth experience

Overview

5
5
years of professional experience
2
2
Languages

Work History

Customer Service Representative

Groupon Shared Services
09.2024 - Current
  • Handle customer queries via chat and email, providing prompt and professional support.
  • Assist with order issues, refunds, and escalations, ensuring high customer satisfaction.
  • Identify customer issues and escalate complex cases to the appropriate teams when needed.
  • Troubleshoot technical and service-related concerns, offering accurate solutions.
  • Maintain compliance with company policies while managing customer interactions.
  • Document customer feedback to improve service quality and processes.
  • Consistently meet key performance metrics (response time, resolution rate, and CSAT).

User and Partner Onboarding Specialist

Network of Hope
07.2020 - 07.2023
  • Identified and onboarded service partners (small business providers, volunteers, or local professionals) into the organization's support network.
  • Helped partners connect with users by guiding them through the internal matching system and request-handling workflows.
  • Trained partners via calls on how to navigate the internal platform, manage user connections, and provide effective support.
  • Assisted users (clients or guests) by qualifying their needs and ensuring they were connected to the most suitable local partner.
  • Managed all partner and user data through Salesforce CRM, updating statuses, notes, and tracking communication history.
  • Provided ongoing technical and operational support to partners throughout the onboarding and engagement process.
  • Conducted follow-ups to ensure successful user-partner interaction and helped resolve any onboarding or system issues.
  • Collaborated with internal teams to improve onboarding processes based on partner and user feedback.
  • Maintained training documentation and assisted in improving onboarding materials for future partners.

Business Development Associate

Finonyx Software Solutions
03.2018 - 04.2019
  • Developed and implemented strategies to increase sales and market share.
  • Identified business prospects through cold calling, networking, marketing and database leads.
  • Managed client database to maintain accurate information.
  • Conducted market research to determine new business opportunities.
  • Arrange meetings for senior management with prospective clients.

Education

12th Board - undefined

Vailankanni Matriculation Higher Secondary School

Bachelor of Business Administration - undefined

Madras Christian College
01.2014 - 01.2017

Skills

Email and chat Etiquette

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Certification

Diploma in Radio Programming, Academy of Radio Studies

Personal Information

  • Date of Birth: 01/25/97
  • Gender: Male
  • Marital Status: Single

Profile

https://www.linkedin.com/in/richard-daniel-58b909161/

Timeline

Customer Service Representative

Groupon Shared Services
09.2024 - Current

User and Partner Onboarding Specialist

Network of Hope
07.2020 - 07.2023

Business Development Associate

Finonyx Software Solutions
03.2018 - 04.2019

Bachelor of Business Administration - undefined

Madras Christian College
01.2014 - 01.2017

12th Board - undefined

Vailankanni Matriculation Higher Secondary School

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Richard DanielCustomer Support Representative