Summary
Overview
Work History
Education
Skills
ACCOMPLISHMENTS
Timeline
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Samruddhi Ghode

Pune

Summary

Dynamic Customer Service Representative with a proven track record at Veritas (Now part of Cohesity), excelling in team collaboration and training. Adept at resolving complex issues and enhancing customer satisfaction, achieving a 95% CSAT. Skilled in data reporting and analysis, I leverage strong communication to drive performance and support onboarding initiatives effectively. A self-motivated learner, committed to continuous improvement and team development.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Veritas (Now Part of Cohesity)
Pune
07.2022 - Current
  • Worked in every time zone and with global customers from APAC, EMEA, and NAM on voice, chat, and email processes.
  • Handled customer licensing and documentation -related calls with accuracy, and ensured prompt resolution.
  • Successfully onboarded top-tier accounts via Outreach Program, ensuring a smooth and efficient transition experience.
  • Conducted portal walkthroughs for customers, offering detailed insights into support contracts and entitlements.
  • Diverted technical support calls to appropriate teams based on issue complexity and support scope.
  • Cross-trained to manage Non-Tech, Tech Support, and Escalation-based cases, enabling flexible coverage across functions.
  • Resolved 150-200 low to high complexity technical issues under Severity 3 and 4 classifications within defined service timelines.
  • In-depth knowledge of internal processes- to ensure consistency and compliance in daily operations.
  • Efficiently handled over 50 calls and 30 chats daily, maintaining high responsiveness and customer engagement, with a 95% CSAT.
  • Consistently met SLG (Service Level Goals) with no delays in providing resolutions.
  • Conducted multiple New Hire On-the-Job Training sessions within three years of experience.
  • Collaborated with Escalation Managers and related departments, like the Command Center and Tech Support, to address customers' needs and resolutions, ensuring high customer satisfaction.
  • Maintained performance metrics above defined goal targets through proactive communication and timely case handling.
  • Heavily empathetic towards the customer's situation for a quick resolution, while attempting to provide the best resolution possible within guidelines.
  • Worked as a POC (Point of Contact) in absence of Manager and Team Lead.
  • Generated daily and weekly team reports for case closures, TTR, and compliance.
  • Oversee RTA/ Queue Management, scheduling break slots.
  • Consistently influenced teammates' points of view towards the positive implementation of methods for handling cases and calls.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Maintained detailed records of customer interactions and comments for future reference.

Customer Service Associate

Amazon Development Center India, Pvt. Ltd
Pune
06.2018 - 07.2022
  • Processed customer interactions via International chat and Domestic phone channels, resolving issues related to website orders and customer accounts.
  • Subject Matter Expert: Served as a Subject Matter Expert (SME),coaching two New Hire teams—each spanning
    over 20 associates—within a two-month period.
  • Collaborated closely with teams to enhance their understanding of process flows and ensure effective handling of daily customer contacts.
  • Conducted regular one-on-one mentoring sessions focused on improving communication skills and strengthening process knowledge.
  • Trainer on Demand: Acquired the position of Trainer on Duty (TOD) through a successful presentation
    and interview evaluation.
  • Delivered classroom and virtual training sessions to assigned team members in alignment with process
    requirements.
  • Quality Analysis: Performed regular contact audits and provided two months of hands-on mentoring, focusing on contact flow and process adherence, using internal resources.
  • Positively influenced associates' contact handling techniques, promoting compliance with company policies and driving improved daily performance.

Education

Bachelor of Engineering: Computer Technology -

RTM Nagpur University
Nagpur, Maharashtra
01-2018

H.S.C
Maharashtra State Board- Nagpur
01-2014

S.S.C
Maharashtra State Board - Nagpur
01-2012

Skills

  • Team collaboration
  • Training and mentoring
  • Time management
  • Process documentation
  • Data reporting and analysis
  • Onboarding support
  • Quality assurance
  • Excellent verbal and written communication
  • Self-motivated learner with a proactive approach to research and skill enhancement
  • Performance metrics tracking
  • Escalation management
  • Microsoft Office (Excel, Word, PowerPoint)
  • Active listening
  • Quick thinker with the ability to address customer concerns efficiently, while minimizing handle time
  • Experienced in providing detailed insights and information to leadership for effective issue resolution
  • Highly goal-driven and focused on achieving targets

ACCOMPLISHMENTS

  • Received the Golden Award for Outstanding Attendance.
  • Recognized as the best performer based on key performance metrics.
  • Cleared the internal job progression (IJP) for the Trainer on Demand role.
  • Completed the Train the Trainer (TTT) certification session.
  • Earned appreciation from the site lead for exemplary performance as a subject matter expert (SME)
  • Achieved multiple awards and recognitions, such as Top Tenner, Star Performer, and Quality Start, over the years for consistent high performance.
  • Represented the site at the associate level for a project initiative addressing key contact drivers impacting team performance.
  • Completed a data analytics certification, enhancing ability to interpret data, generate insights, and support data-driven decision-making

Timeline

Customer Service Representative

Veritas (Now Part of Cohesity)
07.2022 - Current

Customer Service Associate

Amazon Development Center India, Pvt. Ltd
06.2018 - 07.2022

Bachelor of Engineering: Computer Technology -

RTM Nagpur University

H.S.C

S.S.C
Samruddhi Ghode