Open to opportunities

A Purushotham

@apurushotham

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Customer service professional with international healthcare support experience and strong Zendesk expertise.

India

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What I'm looking for

I seek a remote healthcare customer service role supporting US patients where I can use Zendesk and medical terminology expertise, work IST nights, and contribute to high-quality, empathetic care.

I am a dedicated customer service professional with two years of international experience supporting US clients via phone, email, and chat. I consistently deliver high customer satisfaction (95%+), have Zendesk Support for Agents certification, and completed medical terminology training with a 100% score.

I have experience managing high ticket volumes and SLAs, reducing resolution times, and training new hires to improve team efficiency. I am available for IST night shifts, set up for remote work, and focused on delivering empathetic, accurate support to patients and clients.

Experience

Work history, roles, and key accomplishments

Program Specialist

Aston Carter

Nov 2024 - Feb 2025 (3 months)

Managed 50+ daily US client inquiries across phone, email, and chat, achieving 97% customer satisfaction and resolving 1,000+ tickets/month while reducing resolution time by 20%. Trained 5 new hires and maintained 98% SLA compliance.

Customer Support Zendesk CRM Ticketing SLA Management Training Phone Support Email Support

Customer Service Representative

Concentrix

Sep 2021 - Mar 2023 (1 year 6 months)

Handled 40+ international calls daily with 95% first-call resolution, documented 500+ interactions in CRM, and improved customer retention by 10% through process enhancements.