Santhosh S
Bangalore
Summary
Senior customer support associate with extensive experience at Concentrix, specializing in complaint resolution and customer engagement. Proficient in CRM software to improve service quality and boost customer satisfaction. Recognized for rapid learning and effective problem-solving, consistently ensuring seamless transaction experiences.
Overview
7
7
years of professional experience
Work History
Senior Customer support associate
Concentrix
01.2025 - 01.2026
- Resolved customer complaints and issues efficiently, ensuring high levels of customer satisfaction.
- Answered customer inquiries via live chat promptly and professionally, enhancing customer experience.
- Executed order processing, returns, refunds, and account updates accurately in CRM, ensuring seamless transactions.
- Documented customer interactions, transactions, and feedback meticulously to support service improvement.
Senior Customer support associate
IGT PVT solutions
01.2024 - 01.2025
- System Fluency: Expert in global distribution systems (GDS), reservation tools, and CRM software.
- Bilingual Support: Delivered clear, culturally sensitive assistance to a diverse, global passenger base.
- Baggage Tracking: Resolved complex lost baggage claims and compensation requests efficiently.
- Guest Relations: Calmed anxious or irate passengers using empathetic and proactive communication.
- Queue Management: Prioritised urgent email queues based on flight departure proximity.
Customer Support Associate
Teleperformance PVT LTD
01.2023 - 01.2024
- Greeting the customer, Acknowledging the customer issue, providing a solution, requesting for information and closing the email.
- Audit Adherence: Aligned all written correspondence with banking regulations and internal compliance standards.
- Tone & Etiquette: Utilized professional written etiquette to de-escalate upset customers over email.
- Dispute Resolution: Processed chargebacks and billing errors efficiently using banking CRM tools.
- Documentation: Logged detailed notes in the banking system for seamless cross-department tracking.
- Queue Prioritization: Sorted email backlogs based on financial urgency and customer value tiers.
Customer support associate
Hinduja global solutions
bengaluru
01.2019 - 01.2022
- CSAT Excellence: Consistently maintained a 96% Customer Satisfaction score against a 90% company baseline.
- SLA & AHT Adherence: Met strict Service Level Agreements while keeping Average Handling Time under target metrics.
- First-Contact Resolution: Achieved a 93% FCR rate through active listening and root-cause analysis.
- QA Audit Leader: Evaluated at a 98% Quality Assurance rating for script compliance and professional etiquette.
- Upsell Performance: Exceeded monthly cross-selling targets for premium channels, speed tiers, and insurance plans
Education
Bachelor of Commerce -
ISBM University
01-2024
PUC -
St. joseph PU college
01-2013
10th -
St. joseph Indian High school
01-2011
Skills
- Customer engagement, Excel, and PowerPoint
- Quick learning
- Microsoft Excel and flexibility
- Problem solving
- Microsoft PowerPoint
- Problem solving abilities
- Multi-tasking
- Typing proficiency
- Complaint resolution
- CRM software expertise
Key Skills
- Quick learner
- Adaptability
- Problem solving abilities
- Interpersonal skills
- Analytical thinking
- Multi-tasking ability
- Typing speed
- Complaint handling
- Flexibility
- CRM software handling ability
Personal Strength
- Hard working
- Confident
- Professional
Personal Information
- Gender: Male
- Nationality: Indian
- Marital Status: Unmarried
- Religion: Christian
Languages
- English
- Kannada
- Telugu
- Tamil
- Hindi
Hobbies
- Sports
- Listening to music
Technical Skills
- MS Word
- MS Excel
- MS PowerPoint
Timeline
Senior Customer support associate
Concentrix
01.2025 - 01.2026
Senior Customer support associate
IGT PVT solutions
01.2024 - 01.2025
Customer Support Associate
Teleperformance PVT LTD
01.2023 - 01.2024
Customer support associate
Hinduja global solutions
01.2019 - 01.2022
Bachelor of Commerce -
ISBM University
PUC -
St. joseph PU college
10th -
St. joseph Indian High school