Job Search Status
Open to workDesired start date: Open to discussion
Desired Job Title
Senior Customer Service AgentSenior Process AssociateWork Type
Full TimeLocation Preference
HybridRemoteOn-SiteLocation: Hyderabad, IN
Open to relocation: Yes
Open To Work
Rithik Yadav .A
Senior Customer Service Agent
Hyderabad
Work Preference
Summary
Results-driven Senior Customer Support Professional with 4+ years of experience in fast-paced, process-driven environments across digital streaming and online assessment platforms. Strong expertise in technical troubleshooting, billing support, multichannel customer service (chat, email, phone), and ticket management using tools such as Zendesk and JIRA. Proven track record of improving first-contact resolution, CSAT scores, SLA compliance, and customer retention through analytical problem-solving and proactive customer engagement. Adept at resolving complex technical, account, and payment-related issues across multiple devices and operating systems. Seeking to leverage transferable skills in business operations, analytics, or service excellence-oriented roles.
Overview
5
5
years of professional experience
Work History
Senior Customer Service Agent
DAZN Software Pvt. Ltd.
01.2025 - Current
- Provided exceptional support through chat and email across diverse international markets, addressing complex streaming billing and account challenges.
- Improved internal processes by identifying inefficiencies and suggesting actionable improvements during regular team meetings.
- managed 50–70+ daily interactions through Zendesk, ensuring timely and accurate ticket resolution
- utilized automation tools and AI technologies to streamline responses, enhance efficiency, and ensure consistency in customer communication
- Documented and monitored issues through Jira, collaborating with tech and payops teams for escalations.
- Monitored and troubleshot streaming performance utilizing Conviva, minimizing repeat contacts
- Resolved device compatibility issues affecting streaming errors, login challenges, and platform navigation across mobile web and smart TVs
- managed billing operations including payment processing, refund management, dispute resolution, and subscription lifecycle (activation, upgrades, cancellations)
- Implemented retention strategies through customized plans, promotions, and resolutions, resulting in reduced churn and enhanced customer loyalty.
- consistently achieved KPIs including SLA, AHT, quality, and 95%+ CSAT.
Senior Process Associate
Examity / Meazure Learning
07.2022 - 11.2024
- Provided voice and chat support through Zoom and video platforms to test-takers across the US and global regions during online proctored exams.
- Facilitated exam onboarding, identity verification, and compliance with proctoring guidelines.
- Oversaw live exam sessions to guarantee adherence to security and integrity standards.
- Resolved technical issues regarding audio/video connectivity system compatibility in real time to minimize disruptions.
- Guided candidates through exam regulations, environment setup, and platform navigation.
- Consistently met CSAT and quality (QA) metrics while managing high-volume interactions.
- Partnered with cross-functional teams to address high-priority escalations, minimizing user disruption.
- Resolved payment-related issues to ensure prompt processing of transactions. Addressed LMS access problems to facilitate user engagement and learning. Executed password resets to maintain account security and user accessibility. Corrected account errors to enhance overall system reliability.
- Met month-end reporting objectives and deadlines.
Sales Consultant
Global Tree
01.2021 - 02.2022
- Advised clients on tailored service and product selections to improve satisfaction.
- Applied consultative sales techniques to understand customer needs and recommend solutions.
- Responded to customer inquiries via phone and in-person consultations.
- Followed up with clients to provide ongoing support and ensure closure.
- Built strong client relationships, encouraging repeat business and referrals.
Education
Bachelor of Commerce (B.Com) - B.Com Computer Applications
Pragathi Degree College
Hyderabad08-2024
Skills
Technical Troubleshooting
Multichannel Customer Support (Chat, Email, Phone)
Ticketing Systems: Zendesk, JIRA
Billing, Payments & Subscription Management
SLA & KPI Management (CSAT, AHT, FCR)
ADDITIONAL STRENGTHS
- Strong verbal and written communication
- Resilient, adaptable, and flexible in dynamic environments
- Self-motivated with strong time management and punctuality
- Customer-centric mindset with analytical approach to problem-solving
Timeline
Senior Customer Service Agent
DAZN Software Pvt. Ltd.
01.2025 - Current
Senior Process Associate
Examity / Meazure Learning
07.2022 - 11.2024
Sales Consultant
Global Tree
01.2021 - 02.2022
Bachelor of Commerce (B.Com) - B.Com Computer Applications
Pragathi Degree College