SREENATH G S
Chennai
Summary
Customer Support Professional experienced in managing complex queries within EdTech, Mobility, and E-commerce. Delivered timely resolutions using Zendesk and Egain, ensuring compliance with service-level agreements and enhancing customer experience. Managed email and chat support, order management, and escalations related to digital products.
Overview
13
13
years of professional experience
Work History
Customer Service Associate
Excevo
01.2026 - 03.2026
- Delivered email-based customer support for order status updates, refund processing, and replacement of damaged or defective items, enhancing customer satisfaction.
- Managed and tracked customer email queries using E-gain and Sentiment tools, ensuring timely responses within SLA timelines.
- Cleared high-volume backlog of customer support emails for UK-based e-commerce clients, including Debenhams and Boohoo, improving response times.
Customer Support Associate
Teachmint Technologies
Bengaluru
03.2023 - 01.2024
- Functioned as primary contact for 15 school administrators and principals, delivering Tier 1 support for Learning Management System (LMS) queries and resolving user issues through voice and email.
- Resolved platform-related queries for international users in Nigeria, the Philippines, and the UAE through email support using Egain.
- Oversaw end-to-end ticket lifecycle in Zendesk, ensuring timely responses and compliance with service level agreements.
- Conducted remote training sessions on new LMS features and system upgrades using AnyDesk, helping administrators and principals understand and adopt new functionality.
Community Operations Executive
Dunzo Digital
01.2022 - 02.2023
- Handled 50+ customer interactions daily through live chat, resolving order status, delivery, and related issues, while efficiently managing 70+ chats during peak periods.
- Managed standard customer inquiries via Freshchat and escalated priority concerns through Freshdesk to ensure timely resolution.
- Maintained average first response time of 10 seconds, reduced average handle time (AHT) by 30% through efficient issue resolution, and consistently achieved CSAT scores above 95%.
- Investigated escalations related to brand and customer safety, addressing reported order thefts, delivery partner incidents, and high-value refund requests.
Customer Relationship Manager
Trackpoint GPS
08.2016 - 08.2019
- Reduced installation-related complaints from 20% to 12% through structured follow-ups and process improvements.
- Coordinated scheduling and documentation for product installations, increasing completion rates from 8% to 25%.
- Generated weekly and monthly operational reports, ensuring data accuracy and providing actionable insights.
Customer Service Advisor
EVM Honda
Thiruvanathapuram
06.2013 - 04.2016
- Resolved customer complaints with empathy and effective communication.
- Managed walk-in customers, prepared job cards, and coordinated technician schedules to enhance service efficiency.
- Managed service appointments and coordinated technician schedules.
- Maintained service and warranty documentation, performed quality checks and ensured smooth vehicle delivery.
Education
B.tech - Information Technology
Kerala University
Kerala04-2013
High School Diploma -
Morning Star Polytechnic
Nagercovil, Tamilnadu04-2010
Skills
- Email and chat support
- Ticket resolution
- Customer query management
- User training
- Zendesk, Egain, Freshchat
- CRM software
- Problem solving
- Cross-functional team collaboration
- Client management
- Customer complaint resolution
- Conflict resolution
- Effective communication
- Multitasking
Timeline
Customer Service Associate
Excevo
01.2026 - 03.2026
Customer Support Associate
Teachmint Technologies
03.2023 - 01.2024
Community Operations Executive
Dunzo Digital
01.2022 - 02.2023
Customer Relationship Manager
Trackpoint GPS
08.2016 - 08.2019
Customer Service Advisor
EVM Honda
06.2013 - 04.2016
B.tech - Information Technology
Kerala University
High School Diploma -
Morning Star Polytechnic