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.
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
Sales Operation Specialist at Veritas Technologies Ltd (now Part of Cohesity)Sales Operation Specialist at Veritas Technologies Ltd (now Part of Cohesity)