Swetha M
Customer Support Specialist
Bengaluru
Summary
Customer Support Specialist with over 10 years of experience in international BPO operations, technical support, and client service delivery. Skilled in handling escalations, leading teams, and improving service processes. Recently managed a freelance retail venture, strengthening communication, problem-solving, and customer engagement abilities. Proficient in Advanced Excel, CRM tools, and digital marketing support platforms.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
Work History
Founder
Freelance Clothing Business
Bengaluru
12.2022 - Current
- Launched a small-scale ethnic and casual wear brand with focus on quality and affordability.
- Managed sourcing, pricing, customer support, and basic financial planning.
- Designed marketing creatives using Canva for promotions on WhatsApp and Instagram.
- Tracked inventory and sales using Excel sheets with formulas and filters.
- Engaged with customers to handle orders, queries, and feedback.
Senior Associate Level 3-Constant Contact
Aeries
Bengaluru
11.2021 - 12.2022
- Supported global clients in digital marketing campaigns, including Canva templates, email promotions, and AdWords coordination.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
- Advised customers on brand visibility strategies and helped optimize their ad creatives and promotions.
- Led customer onboarding sessions and virtual training on campaign management and marketing tools.
- Created and maintained advanced Excel dashboards for tracking client campaign performance and engagement.
- Provided product feedback to enhance marketing tools and improve customer outcomes.
- Mentored junior team members on marketing workflows and issue resolution best practices.
- Aeries
Senior Advisor – Customer Retention (SiriusXM Process)
Concentrix India Pvt Ltd
Bengaluru
05.2019 - 03.2021
- Handled offer promotions, retention, and subscription renewals for SiriusXM clients in the US.
- Led a team of advisors, coached on customer engagement techniques to reduce churn and improve customer loyalty.
- Created and rolled out SOPs for subscription handling and escalation management.
- Conducted performance analysis using Excel-based tools, presenting insights to management to refine offers.
- Recognized for achieving top CSAT scores and consistent performance in upselling and retention.
Operations Analyst – Mortgage Process
First Advantage Offshore Services
Bengaluru
01.2013 - 05.2018
- Managed US mortgage support operations including background verification, fraud detection, and client reporting.
- Designed and implemented data analysis procedures to identify inconsistencies in verification records.
- Worked closely with US-based clients on process improvement initiatives and compliance.
- Conducted team trainings on data quality, fraud prevention, and operational accuracy.
- Developed Excel reports for audit tracking, performance reviews, and SLA adherence.
Executive – BPO Operations
First Indian Corporation
Bengaluru
01.2006 - 05.2010
- Worked on US mortgage and title documentation processes.
- Coordinated client billing, documentation workflows, and monthly reporting.
- Created and implemented SOPs for new process transitions.
- Conducted internal audits and contributed to new employee onboarding and training.
Education
Bachelor of Commerce -
MITS
Mangalore 01.2011 - 02.2013
Diploma - Civil Engineering
DVS Polytechnic
Shimoga 01.2000 - 04.2003
PUC - undefined
LVS Secondary School
SSLC - undefined
Kasturba Women School & College
Skills
- Effective leadership
- Effective communication
- Client support
- International BPO Operations
- Digital Advertising & Email Marketing Support
- Mortgage Process & Risk Investigation
- Advanced Excel Reporting & Dashboards
- Process Automation & SOP Development
- Team Leadership & Mentoring
Timeline
Founder
Freelance Clothing Business
12.2022 - Current
Senior Associate Level 3-Constant Contact
Aeries
11.2021 - 12.2022
Senior Advisor – Customer Retention (SiriusXM Process)
Concentrix India Pvt Ltd
05.2019 - 03.2021
Operations Analyst – Mortgage Process
First Advantage Offshore Services
01.2013 - 05.2018
Bachelor of Commerce -
MITS
01.2011 - 02.2013
Executive – BPO Operations
First Indian Corporation
01.2006 - 05.2010
Diploma - Civil Engineering
DVS Polytechnic
01.2000 - 04.2003
PUC - undefined
LVS Secondary School
SSLC - undefined
Kasturba Women School & College
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