Shrikannth PS
Senior Customer Care Specialist Tech
Chennai,TN
Work Preference
Summary
Senior Resolution Coordinator managing complex customer escalations, backend account reviews, and fraud-pattern checks to resolve high-risk issues. Partners with Supply Chain, Store Operations, Transportation, and Customer Experience teams to identify root causes and drive durable fixes. Strengthens customer satisfaction and operational efficiency by closing recurring problems with clear escalation control.
Overview
2
2
Certifications
4
4
years of professional experience
3
3
Languages
Work History
Senior Customer Care Specialist Tech
Toast
12.2025 - Current
- Handle customer issue resolution with clear follow-up and accurate documentation.
- Review account details in backend systems to validate information before taking action.
- Support escalation handling by gathering case details and coordinating timely next steps.
- Document customer interactions in a consistent format to support accurate case tracking.
- Maintain customer relationships by providing clear updates and professional follow-through.
- Coordinate with internal teams to move complex cases toward resolution.
- Track operational reporting details to support team visibility and service monitoring.
- Assist with time zone coordination when scheduling follow-ups across distributed teams.
- Prepare concise case notes that help teammates understand prior customer interactions.
- Support chat interactions with prompt responses and accurate issue routing.
- Contribute to team coverage by managing routine support tasks during busy periods.
Senior Resolution Coordinator
WALMART
12.2024 - 07.2025
- Resolved 50 customer issues per day while maintaining strong satisfaction across complex cases.
- Handled complex customer issues end to end, balancing account review, communication, and practical resolution steps.
- Led escalations by aligning Supply Chain, Store Operations, Transportation, and Customer Experience on next steps.
- Reviewed customer accounts in the backend to identify fraud patterns and surface risk signals early.
- Applied root cause analysis to recurring problems and supported long-term fixes that reduced repeat issues.
- Produced operational reporting to track recurring issue trends and inform escalation handling priorities.
Customer Care Representative
Groupon
03.2023 - 08.2024
- Handled customer inquiries with clear, professional communication and timely follow-up on open requests.
- Documented case details accurately to support consistent tracking and smoother handoffs between teams.
- Escalated complex issues to the appropriate teams and followed up until resolution.
- Maintained customer relationship records to track contact history, issue patterns, and resolution status.
- Coordinated with internal teams to clarify account details and move cases toward resolution.
- Analyzed recurring customer complaints to identify root causes and reduce repeat contact points.
- Prepared routine service updates and internal notes to keep case information current and accessible.
- Responded to customer emails with accurate information and clear next steps for open issues.
- Collaborated with teammates to share updates, manage workload changes, and maintain service continuity.
- Followed established customer service processes while maintaining a professional and helpful tone.
Education
Bachelor of Arts - Accounts and Finance
Vels Institute of Advanced Studies and Technology
Chennai05-2022
Senior Secondary - Commerce
PSBB Millenium
Chennai04-2019
Higher Secondary - undefined
Apollo Vidyashram
Chennai03-2017
Skills
Tally
Excel
Backend account review
Fraud pattern review
Operational reporting
Customer issue resolution
Escalation handling
Cross-functional coordination
Chat support
Email support
Customer relationship management
Voice support
Root cause analysis
Time zone coordination
Certification
IELTS
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Languages
English
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Tamil
Bilingual or Proficient (C2)
Interests
Cricket
Travel
Football
Timeline
Senior Customer Care Specialist Tech
Toast
12.2025 - Current
Senior Resolution Coordinator
WALMART
12.2024 - 07.2025
Customer Care Representative
Groupon
03.2023 - 08.2024
Bachelor of Arts - Accounts and Finance
Vels Institute of Advanced Studies and Technology
Senior Secondary - Commerce
PSBB Millenium
Higher Secondary - undefined
Apollo Vidyashram