Tyagraj K

Customer Support and Operations Specialist with 7+ years of experience across e-commerce (D2C), food tech, edtech, and fantasy gaming, FMCG. Proven track record of handling 100+ daily support tickets, onboarding clients, managing escalations, and driving 95%+ CSAT. Skilled in global remote collaboration and adept with CRM tools (Zendesk, Freshdesk, Zoho) and AI tools (ChatGPT, Claude, Gemini, Perplexity) to automate workflows, draft FAQs, and enhance customer engagement.

Seeking remote opportunities to leverage customer-first strategies, SaaS expertise, and AI-driven support practices.

Customer Support Specialist at Palette Brands (2025-04 – 2025-07)

• Managed customer support for 3 D2C sub-brands (TotemGoods, Unbottle, EmberCookware).
• Handled live chat, follow-up calls, and order support (dispatch, delivery delays, returns, refunds).
• Reduced abandoned checkouts by 30% via proactive follow-ups and personalized assistance.
• Maintained 95%+ CSAT by providing empathetic, product-knowledge-based resolutions.
• Logged all interactions in CRM, tracked resolutions, and suggested process improvements.
• Used AI tools to draft FAQs and automate common responses, reducing handling time by 20%.

Freelance Projects & Upskilling at Remote (2024-08 – 2025-03)

• Focused on learning AI tools (ChatGPT, Claude, Gemini, Perplexity) to enhance customer support efficiency.
• Assisted small clients with ad-hoc freelance support tasks, including FAQs, SOPs, scripts and automation templates.
• Strengthened skills in remote collaboration, documentation, and process improvement.

Customer Service Agent (Freelance) at Deol Car & Truck Rentals (2024-05 – 2024-07)

• Handled high-volume inbound and outbound customer calls related to vehicle bookings, availability inquiries, modifications, and issue resolution.
• Delivered prompt and accurate information on fleet availability, rental policies, and booking procedures, ensuring a seamless customer experience.
• Proactively converted customer inquiries into qualified leads, consistently achieving and exceeding daily conversion targets.
• Resolved booking discrepancies and customer concerns with professionalism, improving customer satisfaction and retention.
• Recommended and implemented an online documentation process to streamline booking formalities, reducing turnaround time and contributing to increased customer acquisition.

Business Development Executive at Inforob (2022-12 – 2024-02)

• Engaged with prospective clients, identified learning needs, and pitched tailored EdTech solutions.
• Conducted market research and competitor analysis to guide sales strategy.
• Drafted proposals, closed accounts, and supported client onboarding & implementation.
• Built long-term client relationships, improving customer retention.
• Documented client feedback to enhance platform features and sales-support handoffs.
• Contributed to 20% revenue growth through upsell and cross-sell opportunities.

Customer Support Executive / BDE at Gamezo Pvt Ltd. (2021-10 – 2022-07)

• Handled 400–500 daily tickets for a fantasy gaming platform.
• Managed KYC verification, payment issues, and admin panel queries.
• Trained 10+ new hires on platform rules, communication tone, and ticket handling.
• Created internal FAQs and troubleshooting guides to reduce repeat queries.
• Maintained 95% SLA compliance while resolving escalations with accuracy.

Senior Customer Support Executive at Swiggy (2018-03 – 2021-07)

• Delivered empathetic Tier 1 & Tier 2 support via chat, phone, and email.
• Resolved order, refund, and escalation issues by collaborating with backend teams.
• Maintained accurate documentation of customer complaints and resolutions.
• Proposed process improvements that reduced average handling time (AHT).
• Consistently met CSAT targets above 95%.

Operations & Admin Executive at Bigbasket (2017-01 – 2018-02)

• Tracked weekly, monthly, and quarterly KPIs to measure operations.
• Conducted compliance audits and ensured adherence to internal guidelines.
• Managed office administration, supply tracking, and staff scheduling.
• Supported training programs and performance evaluations for process improvement.

Operations Controller at Bigbasket (2015-10 – 2016-12)

• Oversaw daily hub operations including delivery dispatch & scheduling.
• Conducted pre-shift huddles and allocated orders to delivery teams.
• Coordinated with distribution centers for real-time delivery updates.
• Resolved delivery exceptions and maintained close communication with customer care.

B.Tech in Computer Science – Jawaharlal Nehru Technological University (2011 – 2015)