Open to opportunities

Akilla Shiva

@akillashiva

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Dedicated Support Specialist with expertise in customer service.

India

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a dedicated Support Specialist with a strong background in customer service, excelling in delivering top-notch support and resolving customer inquiries efficiently. My experience includes managing and resolving over 100+ support tickets daily, maintaining a stellar 98% on-time response rate. I am proficient in CRM and ticketing systems such as Freshdesk and Zendesk, which allows me to communicate effectively with a diverse clientele, ensuring comprehensive support and high satisfaction levels.

During my tenure at Truecaller International LLP, I delivered exceptional customer service by addressing user concerns through CRM tools and ensuring prompt resolution of their issues. I effectively handled high-pressure situations with composure and empathy, offering support to frustrated customers while collaborating with cross-functional teams to identify and resolve user-reported bugs. My previous role as a Senior Customer Support Associate at Groupon further honed my skills in managing high volumes of customer interactions and analyzing feedback data to drive improvements.

Experience

Work history, roles, and key accomplishments

Customer Support Associate

Truecaller International LLP

Apr 2021 - Dec 2024 (3 years 8 months)

Delivered exceptional customer service to Truecaller application users by addressing their concerns through CRM tools (Zendesk, Freshdesk, and Jira) and ensuring prompt resolution of issues. Managed payment and cancellation issues for app or Play Store subscriptions, consistently maintaining and enhancing product knowledge.

Zendesk Freshdesk Jira Customer Service Data Entry Payment Processing Product Knowledge

Senior Customer Support Associate

Groupon Shared Services Pvt Lmt

Oct 2018 - Mar 2021 (2 years 5 months)

Provided timely assistance to customers via phone, email, and live chat channels, maintaining a high level of professionalism. Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly.

CRM Systems Customer Service Data Analysis Training Communication Problem Solving Customer Feedback Live Chat

Back Office Executive

Capita India Pvt Ltd

Aug 2016 - Aug 2018 (2 years)

Resolved complicated billing issues by accepting beginning and ending reads and using the SAP tool to edit reads, then releasing invoices with revised, accurate reads. Achieved high levels of accuracy in data entry tasks through close attention to detail and regular quality checks.

SAP Data Entry Billing Problem Solving Reporting