Microsoft Office
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
Customer service excellence
Customer Data Confidentiality
Policies and Procedures Adherence
Complaint resolution
Team Collaboration
De-Escalation Techniques
Technical Support
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
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