SUJIT STEVEN ALVARES
Hyderabad
Summary
Experienced customer service professional with over 2 years at Sutherland, specializing in resolving customer issues and delivering efficient solutions in international voice & Chat Support Role focuses on ensuring customer satisfaction by addressing concerns, providing accurate information, and fostering retention through personalized assistance.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Associate CS- Phones
Sutherland Global Service
Hyderabad
10.2023 - Current
- Working with Amazon Uk and assisted customers throughout Calls and Chats.
- Our main aim as an associate was to ensure that all electronic items being sold on Amazon.co.uk receive proper assistance through Basic Troubleshooting and routing customers to manufacturer's in case of large faults under warranty.
- Provided technical support to customers, resolving issues promptly and maintaining positive relationships. Was highly successful while troubleshooting issue related to TV's, Laptops & Graphic Cards.
- Worked with a wide range of other household and kitchen appliances like Air Fryers, pressure washers, vacuum cleaners and provided necessary support from manufacturers to extend the life of the product.
- Provided assistance on delivery and return related issues, exceeding customer satisfaction by finding creative solutions to problems.
- Maintained a good Unit Prevention Rate score above 78% while handling chats.
- Provided excellent service and attention to customers when through phone conversations.
- Maintained a good CSAT score of 88% to 90%
- Was successful in achieving a good AHT under 10 minutes
Customer Service Associate
Amazon Development Centre (India) Private Limited
10.2017 - 06.2018
- Addressing customer-related complaints by answering questions related to purchased orders and delivery-related information.
- Provide accurate and complete information to customers based on product descriptions.
- Provided customers with product and warranty information.
- Provide information on Amazon Prime benefits and membership plans. I was also responsible for educating customers about different gift cards available on Amazon.
- Provided information to customers on pre-ordered items and offers that they can avail of for a discounted price.
- Handled transaction-related issues of customers regarding payments, authorization charges, and billing information.
- Contacting carriers to ensure timely delivery of purchased orders, if in case the items are not delivered on time.
- Worked on emails by providing resolutions to customers' problems.
- Adhere to all the audit requirements giving high priority to all customers’ confidential information.
Analyst, Content Engineering
Global Logic Technologies Private Ltd
12.2015 - 06.2017
- As many users use Google Maps, their information gets uploaded to our database through our 360-degree panoramic view. My job involved filtering the user's personal information like blurring of human faces, or personal information like vehicle registration, and personal address.
- Placing Geotags on certain locations like billboards to provide a better experience for the end user.
- Identifying the infrastructural facilities like road signs, and electric poles, which facilitate smooth navigation for the end user.
- Identifying business information like name and phone number from Google's 360-degree photo imagery.
Education
B.com - Generals
Loyola Academy Degree & P.G College
Hyderabad 06.2012 - 04.2015
Skills
- Outlook
- Basic computer knowledge
- Teamwork and collaboration
- Problem-solving
- Verbal communication
- Friendly, positive attitude
Certification
Digital Marketing Professional Program, Manipal Prolearn, 11/01/18
Hobbies and Interests
Football
Personal Information
Languages
- English
- Hindi
Reading
I have a habit of Reading non- fiction especially self- help books it keeps me motivated at all times. Recently started reading "Atomic Habits" by Author James Clear.
Languages
English
Upper Intermediate
B2
Hindi
Beginner
A1
Timeline
Associate CS- Phones
Sutherland Global Service
10.2023 - Current
Customer Service Associate
Amazon Development Centre (India) Private Limited
10.2017 - 06.2018
Analyst, Content Engineering
Global Logic Technologies Private Ltd
12.2015 - 06.2017
B.com - Generals
Loyola Academy Degree & P.G College
06.2012 - 04.2015