Swapna A
Senior Customer Support Associate / E-commerce Sales Associate
Maduravoyal, Chennai
Summary
Highly skilled customer support professional with a progressive career starting as a Customer Support Associate, advancing to E-commerce Sales Associate, and aspiring for a Team Lead position. Adept at resolving customer queries, guiding team members, managing e-commerce listings, and driving sales improvements through strategic decisions and competitor analysis. Pursuing challenging new position at a growing organization.
Aspiring to secure a challenging position as a Customer Support Team Lead, utilizing extensive experience in customer service, team leadership, and compliance to enhance customer satisfaction and operational efficiency.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
E-commerce Sales Executive
Ansio Solutions Pvt Ltd
Chennai
10.2023 - 07.2024
- Created and managed product listings on various e-commerce platforms such as Amazon, eBay, OnBuy, and ManoMano for UK market.
- Monitored sales performance, stock levels, and advertising campaigns to optimize sales.
- Conducted competitor analysis to identify opportunities for sales improvement.
- Made strategic decisions to enhance sales performance and achieve targets.
- Prepared and maintained various daily reports, providing insights and updates to manager
Senior Customer Support Executive
Ansio Solutions Pvt Ltd
Chennai
07.2021 - 10.2023
- Resolved a wide range of customer queries, ensuring compliance with product-related issues.
- Guided team members to enhance quality and efficiency in handling customer support tasks.
- Managed returns, refunds, and customer reviews, ensuring a seamless customer experience.
- Worked on reviews and ratings to maintain high customer satisfaction levels.
- Enhanced overall customer satisfaction by efficiently resolving complex issues and providing personalized support.
- Served as an escalation point for challenging customer cases, applying advanced problem-solving skills to reach satisfactory resolutions.
- Implemented quality assurance measures for consistent delivery of top-notch customer service across all channels.
Senior Customer Support Executive
Ebix Cash Pvt Ltd
Chennai
12.2018 - 06.2021
- Started as an Inbound Telecaller, efficiently resolving a wide range of customer queries.
- Transitioned to handling compliance, addressing and resolving complaints from irate customers.
- Moved to the role of Email Support Associate, effectively managing customer queries via email.
- Acted as a bridge between customers and management to ensure smooth communication and top-tier customer service.
- Guided team members in the absence of the Team Leader, ensuring seamless operations and continuity of service.
- Actively participated in meetings with clients and management to enhance customer service strategies.
- Held responsibility for day-to-day team performance and quality reporting.
Education
Bachelor of Arts - English
Bharathidasan University
Trichy, India 07.2023 - Current
High School Diploma -
Infant Jesus Hr.Sec School
Chennai, India 06.2015 - 04.2016
SSLC -
Infant Jesus Hr.Sec School
Chennai, India 06.2013 - 04.2014
Skills
- Customer Support and Query Resolution
- Team Leadership and Guidance
- Inbound and Outbound Customer Support
- Compliance and Complaint Resolution
- Email Support and Communication
- E-commerce Operations and Listings Management
- Sales Monitoring and Improvement
- Competitor Analysis and Strategic Decision-Making
- Reporting and Data Analysis
- Proficiency with E-commerce Platforms (Amazon, eBay, OnBuy, ManoMano
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Telugu
Upper intermediate (B2)
Certification
Power BI Dashboard
Timeline
Power BI Dashboard
08-2024
E-commerce Sales Executive
Ansio Solutions Pvt Ltd
10.2023 - 07.2024
Bachelor of Arts - English
Bharathidasan University
07.2023 - Current
Senior Customer Support Executive
Ansio Solutions Pvt Ltd
07.2021 - 10.2023
Senior Customer Support Executive
Ebix Cash Pvt Ltd
12.2018 - 06.2021
High School Diploma -
Infant Jesus Hr.Sec School
06.2015 - 04.2016
SSLC -
Infant Jesus Hr.Sec School
06.2013 - 04.2014
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