Senior Process Analyst (Customer Support) - Zerone Consulting Pvt Ltd - Kochi, India
(2022-07 - 2026-07)
- Resolved high-tier customer inquiries and complex product service challenges, utilizing Salesforce CRM to diagnose technical root causes and implement lasting solutions that reduced recurring tickets by 20%.
- Delivered rapid-response live chat and email support through Zendesk, consistently maintaining a 96% Customer Satisfaction (CSAT) score and reducing first-response time (FRT) by 25%.
- Documented application defects and partnered closely with Product and Engineering teams to optimize SaaS platform capabilities, ensuring 99.8% compliance with critical Service Level Agreements (SLAs).
- Standardized customer support processes and authored 40+ knowledge-base articles, which successfully reduced average resolution times (ART) by 15% for onboarding users.
Branch In-Charge - Unimoni GBS - Cochin, India / Oman
(2017-07 - 2020-07)
- Supervised day-to-day operations and customer service workflows under tight time constraints, ensuring 100% compliance with strict operational SLAs across thousands of regional financial transactions.
- Investigated and resolved escalated customer complaints, conducting root cause analysis to implement effective operational corrective actions that reduced escalations by 30%.
- Trained and mentored a team of 8 service professionals on premium service delivery, task prioritization, and conflict-resolution strategies, boosting team productivity metrics by 18%.
Customer Support Associate - XM Software Solutions (UAE Exchange) - Cochin, India
(2016-04 - 2017-06)
- Managed a high-volume queue of over 200 daily outbound and inbound customer interactions, providing expert guidance on product workflows and achieving a 94% First Contact Resolution (FCR) rate.
- Troubleshoot technical glitches and user account discrepancies, demonstrating proactive problem-solving under pressure while maintaining a 95% quality assurance evaluation score.
Marketing Manager - Medi Med Hospital Solutions - Cochin, India
(2015-07 - 2016-03)
- Led a 10-member outreach and support team, monitoring delivery metrics and introducing customer-centric interaction strategies to increase user retention by 12%.
Senior Collection Officer - HKDC Tahseel - Sharval, UAE
(2013-11 - 2014-12)
- Managed account settlements and coordinated customer resolutions, successfully recovering 105% of monthly targeted delinquent accounts while adhering strictly to regional credit compliance regulations.
Customer Service Executive / Acting Team Leader - Standard Chartered Bank (Scope International Pvt Ltd) - Chennai/Cochin, India
(2010-12 - 2012-09)
- Handled incoming customer inquiries regarding credit card accounts, consistently exceeding corporate cross-sales and service resolution targets by 15%.
- Diagnosed and resolved complex account discrepancies and transaction issues with high attention to detail, maintaining a 99% accuracy rate on internal compliance audits.
