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- Nagpur01-2014
S.S.C
Maharashtra State Board - Nagpur01-2012
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