Thanushree R
Bangalore
Summary
My main objective is looking for an opportunity to work in an organization that offers me challenging assignments to utilize my professional skills along with my growth.
Having strong analytical and problem solving skills and ability to quickly adapt to new environments and technologies, dedicated to successful project completion with excellent communication and interpersonal skills.
Overview
1
1
year of professional experience
1
1
year of post-secondary education
Work History
Senior Customer Service Representative
Startek
Bangalore
03.2025 - Current
- Managed a high-volume, blended queue (inbound, email, outbound) daily. customer inquiries related to professional certification and licensing exams.
- Troubleshot and resolved time-sensitive issues, including technical malfunctions, registration errors, and result discrepancies, maintaining a 95% customer satisfaction rating.
- Interpreting and clearly communicating complex exam rules and policies to test-takers, ensuring 100% compliance with regulatory and organizational standards.
- specialized in the resolution of complex exam-related issues to ensure test-taker success and platform integrity. Maintained a 96% quality score and consistently exceeded departmental CSAT goals
- Ticket Management (Last 5 Months): Expertly managing and resolving technical issues by raising and tracking tickets in Jira and Zendesk, ensuring timely closure according to global SLAs.
- International Support: Providing high-level voice support for global clients, focusing on complex troubleshooting and professional conflict resolution.
- Tool Proficiency: Utilizing Atlas for call routing and UCS2 standards for multilingual data integrity across international communication channels.
- Performance Excellence: Consistently maintaining top-tier metrics in CSAT (Customer Satisfaction) and FCR (First Call Resolution).
Education
Diploma in Commercial Practice - Finance
Govt. Women's Polytechnic
Bangalore 10.2017 - 01.2018
S.S.L.C -
S.V.G.H.S
Bangalore 08.2014 - 07.2015
Skills
- Basic in Computer Application
- Tally ERP9 with GST
- Kannada Nudi
- Computer & Internet Application
Personal qualities
- Ability to work accurate and pay attention to details.
- Capable of grasping new concept quickly.
- Accurate and precise in all projects and assignments.
- Analytical and problem solver.
Language
- English
- Kannada
Personal Information
- Date of Birth: 19/05/2001
- Gender: Female
- Nationality: Indian
- Marital Status: married
- Religion: Hindu
Languages
English
First Language
Timeline
Senior Customer Service Representative
Startek
03.2025 - Current
Diploma in Commercial Practice - Finance
Govt. Women's Polytechnic
10.2017 - 01.2018
S.S.L.C -
S.V.G.H.S
08.2014 - 07.2015