Navya
Belfast
Summary
Customer Support Associate with experience in BPO processes including inbound/outbound calls, email, and chat support. Skilled in resolving customer queries, documenting interactions, and delivering high-quality service while meeting performance targets. Strong communication, active listening, and problem-solving skills with a focus on customer satisfaction.
Overview
1
1
year of professional experience
Work history
Customer service advisor
HGK Technologies
Belfast
01.2023 - 04.2024
- Handled inbound and outbound customer calls, emails, and webchats, providing timely resolutions with a strong focus on first-contact resolution and customer satisfaction.
- Used empathetic listening to build rapport and improve customer satisfaction.
- Assisted customers with basic troubleshooting steps like password reset, Wi-Fi connection checks, and device restart.
- Documented and tracked customer complaints in the ticketing system for resolution.
- Escalated unresolved issues to the technical team while ensuring follow-up with customers.
- Proficient in following call scripts and processes to reduce handling time and improve productivity.
- Explained service plans, features, and offers to customers to improve their understanding.
- Handled peak-hour call traffic effectively without compromising service standards.
- Consistently achieved daily/weekly call handling targets and customer satisfaction scores.
Education
Bachelor of Science - Electronics and Communication Engineering
G.Narayanamma Institute of Technology and Science
HyderabadSkills
- Customer Service & Relationship Management
- Inbound/Outbound Call Handling
- Email/ Live Chat Support
- First Call Resolution (FCR) Focus
- Average Handle Time (AHT) Management
- Communication & Interpersonal Skills
- Time Management & Multitasking
- Documentation
- Active Listening & Problem Solving
- Communication & Interpersonal Skills
- Complaint Resolution & Escalation Handling
Accomplishments
- Consistently achieved 95%+ customer satisfaction (CSAT) scores by providing clear and empathetic support.
- Recognized as a Top Performer of the Month for exceeding quality and productivity targets.
- Appreciated by repeat customers for consistent support across calls, emails, and chat interactions.
Timeline
Customer service advisor
HGK Technologies
01.2023 - 04.2024
Bachelor of Science - Electronics and Communication Engineering
G.Narayanamma Institute of Technology and Science