Vignesh K
Customer Support Specialist
Bengaluru
Summary
Dedicated Customer Support Specialist with a proven ability to resolve complex issues and enhance customer satisfaction. Expertise in customer relationship management, team collaboration, and process improvement. Experienced in managing escalations, mentoring teams, and utilizing CRM platforms for efficient case handling. Committed to driving operational goals and fostering a customer-centric environment.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
NAVEX
Bengaluru
08.2025 - Current
- Delivered exceptional customer support via phone, email, and chat, utilizing Salesforce to manage customer cases efficiently while maintaining 98% SLA compliance and 95%+ CSAT.
- Maintained high CSAT scores throughout the quarter, reflecting commitment to service excellence and customer satisfaction.
- Managed complex customer escalations by collaborating with Product, Engineering, Sales, Technical Support, Renewals, and Finance teams to ensure timely issue resolution and improve customer retention.
- Addressed high-priority customer escalations with a solution-oriented approach, ensuring customer satisfaction while aligning with business objectives.
- Analyzed customer trends and recurring issues to identify root causes, contributing to process improvements that reduced average resolution time and enhanced operational efficiency.
- Developed and updated knowledge base articles and process documentation to enable faster issue resolution and enhance team productivity.
- Supported onboarding, knowledge-sharing initiatives, and continuous team development by promoting best practices and fostering a collaborative work environment.
- Demonstrated strong ownership, analytical thinking, stakeholder management, and the ability to prioritize multiple responsibilities in a fast-paced, customer-focused environment.
Customer Support Specialist
Telligent/ 24-7 Intouch/ Intouch CX
Bengaluru
10.2021 - 08.2025
- Managed customer interactions via email and chat, resolved challenges proactively.
- Assisted in training new customer support representatives.
- Identify and improve operational weaknesses and develop new processes to maximize team efficiency.
- Engaged in continuous learning through ongoing training to enhance skills and stay current with industry knowledge.
- Work with cross-functional teams to find customer issues and create plans to enhance the overall customer experience.
- Offer insights on team performance trends, successes, and areas needing improvement.
- Support and boost the team's performance and morale through regular mentoring, and data reporting.
- Analyze, strategize, and take action to help the team surpass quality, efficiency, and customer satisfaction targets.
- Actively participated in war room discussions for app/update launches.
Operations Manager
Butterfly Talent Academy
Bengaluru
03.2018 - 12.2020
- Providing technical assistance and advice to develop assessment plans.
- Identified and prioritized critical concerns, implementing effective solutions to address them.
- Cultivated positive relationships with employees across all organizational levels.
- Proactively initiated and managed responsibilities, ensuring accountability and alignment with organizational goals.
- Maintaining and reporting cash flow on a daily basis.
- Utilized external websites and social media platforms to promote upcoming events, enhancing the academy's visibility and engagement.
- Developing, implementing, and managing operations processes and systems to ensure a high level of efficiency and customer satisfaction.
Education
BSC IT -
Annamalai university
Bengaluru, India01-2021
Diploma in Automobile Engineering -
PES Polytechnic
Bengaluru, India01-2017
Skills
- Customer Support (Email, Ticketing, Phone & Live Chat)
- Customer Issue Triage & Escalation
- Conflict resolution and negotiation
- Cross-functional Collaboration
- SLA Management
- Salesforce CRM
- Jira
- Confluence
- Problem Solving and Root Cause Analysis
- Time Management & Prioritization
- Microsoft Excel & Google Sheets
- Active listening and responding appropriately,
- Empathy and patience in handling customer inquiries,,
- Technical aptitude and ability to learn new systems quickly,
Languages
- English
- Tamil
- Kannada
- Telugu
- Hindi
Hobbies and Interests
- Music (Guitar)
- Gaming
- Art, Painting & Crafts
- Dance
- Travel & Photography
- Mythology and Historical Study
Disclaimer
The information mentioned above is true to the best of my knowledge and I am solely responsible if any of the details above is found false.
Timeline
Customer Support Specialist
NAVEX
08.2025 - Current
Customer Support Specialist
Telligent/ 24-7 Intouch/ Intouch CX
10.2021 - 08.2025
Operations Manager
Butterfly Talent Academy
03.2018 - 12.2020
BSC IT -
Annamalai university
Diploma in Automobile Engineering -
PES Polytechnic