Summary
Overview
Work history
Education
Skills
Accomplishments
Timeline
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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
Hyderabad

Skills

  • 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

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