Summary
Overview
Work History
Education
Skills
Accomplishments
Software
References
Timeline
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Samuel Stephen

Senior Executive - Customer Support
Bengaluru

Summary

Driven Senior Customer Support Executive with 3 years of experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.

Overview

5
5
years of professional experience
3
3
years of post-secondary education

Work History

Senior Consultant - Customer Support

Intouch CX
05.2022 - 10.2023
  • Established intelligent and engaging email/chat responses to tech-savvy and passionate customers ensuring high FCR, CSAT and Quality Compliance
  • Build credibility and trust with customers by empathizing with their problem, proactively understanding their needs and responding promptly to resolve their issue
  • Achieved aggregate of 60 email responses per day without compromise on KPIs such as 75% CSAT and >90% Quality scores.
  • Apply advanced troubleshooting techniques to provide unique solutions to each customer's individual needs
  • Leveraged personal experience & provided feedback to teams on how to improve services
  • Drive customer communication during critical events.

Data Consultant

Project of Azim Premji Foundation
04.2021 - 12.2021
  • Documenting photos and videos of Covid-19 intervention and creating consolidated reports on weekly and monthly basis.
  • Modeled data collection strategy, to collect and maintain quantitative data to assess efficiency & progress.
  • Created tools for community leaders to coordinate, upload real-time data while working with volunteers.
  • Monitor & correct any data errors
  • Analyzing weekly reports of community leaders.
  • Collect, document and report data in prescribed format by APF.

Process Executive

Infosys BPM Limited
08.2018 - 12.2019
  • Primary responsibilities included executing transactions as per prescribed guidelines and timelines and following all predefined procedures to meet SLA targets and ensuring that performance parameters are met
  • Resolve customer's issue on very first interaction.
  • Worked on dual-chats simultaneously while maintaining KPIs such as 60% CSAT and 100% Compliance score.
  • Educate customer on subject matter, and answer questions about product/service.
  • Complete working knowledge of internal systems so as to follow correct workflow to any issues that may arise.
  • Ensure that customer is happy with services offered.

Education

Bachelor of Arts - Journalism, Psychology, English Literature

Christ University
Bengaluru, India
07.2015 - 05.2018

Skills

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Accomplishments

  • Quality Wizard of the Month, 2023
  • Rising Star of the Month, 2022
  • Rising Performer of the Month, 2022
  • Top Performer of the Month, 2018

Software

Microsoft Office

ZenDesk

BigQuery

Google Workspace

Adobe Suite of Products

References

Referees available on request.

Timeline

Senior Consultant - Customer Support

Intouch CX
05.2022 - 10.2023

Data Consultant

Project of Azim Premji Foundation
04.2021 - 12.2021

Process Executive

Infosys BPM Limited
08.2018 - 12.2019

Bachelor of Arts - Journalism, Psychology, English Literature

Christ University
07.2015 - 05.2018

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Samuel StephenSenior Executive - Customer Support