Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

SANTHOSH L

Chennai

Summary

Technical support associate with expertise in Salesforce and custom application development. Proficient in Windows operating systems and Microsoft Office, providing high-quality support. Demonstrated troubleshooting skills and effective communication to resolve customer issues. Focused on enhancing customer satisfaction through efficient problem-solving.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Associate Technical Support Engineer

Sutherland Global Services
Chennai
10.2021 - Current
  • Delivered multi-channel support for customer account management, resolving login issues and updating profiles.
  • Provided technical support by troubleshooting signal issues and remote control errors via CRM.
  • Clarified billing inquiries and efficiently processed refunds or credits.
  • Handled service modifications, including package changes and promotional retention strategies.
  • Facilitated equipment orders, tracking returns and replacements effectively.
  • Utilized communication skills to de-escalate complaints, enhancing customer satisfaction.
  • Promoted premium channels and equipment upgrades through upselling techniques, increasing monthly add-on sales.

Senior Associate

Conneqt Business Solutions
Chennai
04.2020 - 07.2021
  • Resolved login issues and password resets for customer account access.
  • Assisted users with technical difficulties on Beachbody On Demand platform and mobile application.
  • Provided billing support by clarifying cycles, charges, and auto-renewal processes; managed upgrades, downgrades, cancellations, refunds, and disputes.
  • Guided customers in selecting appropriate fitness programs based on individual health goals.
  • Managed order processes including placement, modifications, shipment tracking, returns, and exchanges.
  • Executed basic troubleshooting for app performance issues across various devices.

Associate and headed as Dart Lead

Sutherland Global Services
Chennai
06.2015 - 04.2019
  • Enhanced customer interactions through timely solutions based on identified needs.
  • Managed account, return, and delivery service queries via live chat and email.
  • Processed product returns effectively while overseeing concessions management.
  • Resolved complex customer issues independently using strong analytical skills.
  • Ensured high customer satisfaction by professionally addressing diverse inquiries and complaints.

Education

BE - Computer Science

Valliammai Engineering College
Chennai , TN
05-2014

Skills

  • Computer applications diploma
  • Windows operating systems
  • Microsoft Office proficiency
  • Salesforce CRM
  • Technical troubleshooting

Support skills

  • Customer support
  • Project planning and coordination
  • Account management and presales
  • Supervision and monitoring
  • Business relationship management

Certification

● Certified GNIIT in NIIT.

● Bharat Sanchar Nigam Limited (BSNL) – Inplant Training.

● Top Performer award for the month of October 17 and January 2018.

● Best Dart Consultant award for the year 2017 and 2018.

● Best Mentor award for the year 2017.

● Member Institute of Logistics and Transport.

Languages

Tamil
First Language
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1

Timeline

Associate Technical Support Engineer

Sutherland Global Services
10.2021 - Current

Senior Associate

Conneqt Business Solutions
04.2020 - 07.2021

Associate and headed as Dart Lead

Sutherland Global Services
06.2015 - 04.2019

BE - Computer Science

Valliammai Engineering College

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