Vijayakumar L
Senior Process Executive (Voice)
Coimbatore
Summary
Dedicated and results-driven customer service profession with 4 years of experience at Cognizant and Amazon, specializing in technical customer service excellence, process optimization, and team leadership. Proven track record of exceeding performance goals, driving process improvements, and enhancing customer satisfaction. Strong background in mentoring, training, and streamlining operations to improve team productivity. Adept at problem-solving, handling high-volume customer inquiries, and optimizing staffing workflows. Seeking a challenging role to leverage my skills in customer experience management and operational efficiency.
Overview
12
12
years of professional experience
Work History
Senior Process Executive (Voice)
Cognizant Technology Solutions
12.2025 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Utilized various software and tools to streamline processes and optimize performance.
- Recognized by management for providing exceptional customer service.
Technical Customer Support Associate
Amazon Development Centre
08.2022 - 12.2025
- Handled 100+ customer inquiries daily across Call, Chat and Email channels, consistently achieving high CSAT scores.
- Demonstrated strong problem solving skills, reducing escalations by 15% and improving resolution times.
- Managed customer interactions with a 20% faster response time than team targets, enhancing service delivery efficiency.
- Recognized multiple times for exceeding performance goals, achieving the highest customer satisfaction.
Resolution Specialist (Backup Team)
Amazon Development Centre
08.2022 - 12.2025
- Managed associates inquiries across multiple market places (NA, CA), driving a 25% increase in positive customer feedback.
- Led process improvements that reduced query resolution time by 10%, improving operational efficiency and customer satisfaction.
- Shared best practices across teams, resulting in a 20% increase in team productivity and enhanced customer experience.
Project Intern
PMI Global Technologies Pvt Ltd
10.2014 - 02.2015
- Supported documentation processes by organizing project files and reports.
- Assisted project teams in coordinating schedules and resources for timely delivery.
- Provided input on process improvements to enhance overall project efficiency
Education
Bachelor of Engineering - Aeronautical Engineering
Sri Ramakrishna Engineering College
India05-2019
Skills
Customer Service Excellence: Experience in managing high-volume international calls (Outbound and Inbound) and delivering timely, effective solutions
Process optimization: Skilled in identifying inefficiencies and implanting improvements to enhance operational performance
Team Leadership: Proven ability to mentor, develop, and lead high performing teams
Training & Development: Experienced in creating and delivering training programs that enhance team capabilities
Microsoft Excel: Proficient in advanced Excel functions, including pivot tables, formulas, dashboards, and data visualization
Problem solving: Strong analytical and troubleshooting skills to address complex customer issues
Accomplishments
• Overall Award (July 2024): Recognized for foe stellar performance in achieving Amazon’s strategic goals.
Smile story Award (July 2023 and July 2024): Awarded for consecutive years in best customer fuzzy by adhering to Amazon policy and best practices.
• Best Practices Recognition: Honored for sharing best practices that enhanced team performance operational efficiency
• Amazon Global Newspaper (Oct 2025) : Client contact published in Global Newspaper and honored for best contact handling tenets.
Interests
Literary Arts – Engaged in writing poetry to express ideas, emotions and cultural perspectives, Exploring New Technologies: Enthusiast for keeping up with emerging tech trends and innovations, Traveling: I bring a global mindset to my work, inspired by my commitment to experiencing new places and cultures
Timeline
Senior Process Executive (Voice)
Cognizant Technology Solutions
12.2025 - Current
Technical Customer Support Associate
Amazon Development Centre
08.2022 - 12.2025
Resolution Specialist (Backup Team)
Amazon Development Centre
08.2022 - 12.2025
Project Intern
PMI Global Technologies Pvt Ltd
10.2014 - 02.2015
Bachelor of Engineering - Aeronautical Engineering
Sri Ramakrishna Engineering College