Sunil Raj S

Customer Support Representative (Start Year – 2010)

• Started with Cash-on-delivery verification handling customer order confirmation
• Provided product/service information and ensuring high satisfaction and adherence to SLAs

Team Lead – Customer Support (2017 – 2022)

• Led a team of customer support executives, ensuring smooth day-to-day operations
• Monitored team performance and provided training, coaching, and feedback
• Managed escalations and worked closely with internal teams for quicker resolutions.

Assistant Manager – CX Service Recovery (2022 – Present)

• Leading the Service Recovery function to resolve escalated customer complaints.
• Developing strategies to improve customer satisfaction, and reduce escalations.
• Collaborating with cross-functional teams to optimize processes
• Managing a team and ensuring their performance aligns with business goals

• Handled inbound and outbound customer calls, resolving queries and concerns efficiently.
• Provided excellent customer support, ensuring high levels of satisfaction
• Assisted customers with product/service information, troubleshooting, and issue resolution
• Met and exceeded performance metrics like call handling time, resolution rate, and customer satisfaction scores

Customer Service & Sales -

• Greet and assist customers, providing a positive shopping experience.
• Understand customer needs, and recommend products accordingly.
• Handle customer queries, complaints, and ensure resolution.