SUZANNA AROCKIAM
Pune
Summary
Detail-oriented Technical support professional with 6 years of experience in application and production support, customer service, and issue resolution. Skilled in working with cross-functional teams to deliver high-quality solutions within SLAs. Proven ability to manage client expectations, troubleshoot incidents, and communicate effectively with international stakeholders.
Overview
9
9
years of professional experience
2013
2013
years of post-secondary education
1
1
Certification
Work History
Senior Process Expert
Maersk
Pune
03.2024 - Current
- Resolved complex client-reported issues using tools like ServiceNow and Salesforce.
- Led RCA sessions and submitted trusted advisor stories to address root issues.
- Collaborated with cross-functional teams including Sales, AR, and Disputes for issue resolution.
- Awarded 'Extra Miler' 2024 for consistent high CSAT and stakeholder engagement and CX champ award for 2025
Process Expert
Maersk
Pune
06.2022 - 02.2024
- Conducted discrepancy checks and ensured timely booking confirmations.
- Managed client huddle boards and ensured SLA compliance.
- Trained new team members on production issue resolution processes.
- Interfaced with CX and internal support teams to streamline workflows.
Sr. Customer Support Executive
Vodafone (UK Process)
Pune
02.2021 - 05.2022
- Provided L1 chat support for UK customers, handling escalations and resolving queries.
- Maintained high levels of customer satisfaction and adhered to chat SLAs.
- Delivered effective troubleshooting and documented solutions for recurring issues.
Operations Associate
Tech Mahindra (UK Telecom Project)
Pune
06.2017 - 01.2019
- Resolved network and service issues via calls and chat.
- Activated user accounts and provided troubleshooting guidance.
- Maintained NPS score of 75%+ and ensured accurate call logging.
Operations Associate (Air Canada)
WNS
Pune
04.2016 - 01.2017
- Supported baggage queries using ticketing systems.
- Mentored new joiners and handled escalation calls.
- Ensured timely communication with passengers for issue resolution.
Education
Bachelor of Commerce - Business Administration
Pune University
PuneSt.Annes High School
PuneSkills
- ServiceNow
- Salesforce
- GCSS
- GSIS
- Incident Management
- Microsoft Excel
- VLOOKUP
- Client Interaction
- Email Support
- RCA Reports
- Release Coordination
- SLA compliance
- Process improvement
- Customer relationship management
- Problem solving
- Team collaboration
- Effective communication
- Stakeholder engagement
Certification
- Scrum Foundation, 10/01/24
- Generative AI Series, 08/01/24 - 10/31/24
- Excel 365 for Data Problems, 06/01/22
- ITIL Foundations
Languages
- English
- Hindi
- Basic French (A1)
Highlighted Projects Responsibilities
- Customer Support Tools: ServiceNow, Salesforce, GCSS, GSIS
- Participated in review calls and collaborated with business teams.
- Published customer-focused knowledge base inputs and RCA documentation.
- Supported and communicated with global teams during deployment activities.
Languages
English
First Language
Timeline
Senior Process Expert
Maersk
03.2024 - Current
Process Expert
Maersk
06.2022 - 02.2024
Sr. Customer Support Executive
Vodafone (UK Process)
02.2021 - 05.2022
Operations Associate
Tech Mahindra (UK Telecom Project)
06.2017 - 01.2019
Operations Associate (Air Canada)
WNS
04.2016 - 01.2017
Bachelor of Commerce - Business Administration
Pune University
St.Annes High School