Open to opportunities

Kos User

@kosuser

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I’m a Customer Support & Content Specialist improving CSAT through Zendesk/Salesforce/SAP operations.

India

Message

What I'm looking for

I’m looking for a customer support role where I can own high-volume issue resolution, improve resolution efficiency, and maintain CSAT using Zendesk/Salesforce/SAP. I also want room to contribute to documentation and knowledge base improvements.

I’m a Customer Support & Content Specialist with 4+ years of international experience across US, UK, and AU processes, handling email, chat, and voice support. I focus on high-volume, accurate resolution while keeping customer experience metrics strong.

In my roles, I’ve managed 50–80 daily interactions and worked in high-pressure queues to improve resolution efficiency and maintain high CSAT. I use Zendesk, Salesforce, and SAP to drive ticket tracking, issue resolution, and escalation handling—staying compliant while meeting quality KPIs.

I also support continuous improvement through content writing and process documentation, including proofreading and knowledge base documentation. I enjoy problem analysis and building clearer workflows in remote environments, so customers get faster, more consistent outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Associate

Current

NewAge Products

Nov 2023 - Present (2 years 7 months)

Resolved order and delivery issues via email and phone in a high-volume environment, handling 50–70 daily interactions with ~90% CSAT. Used Zendesk, Salesforce, and SAP to track and resolve customer tickets.

Customer Support Order & Delivery Support Zendesk Salesforce SAP Ticketing Phone Support CSAT Escalation Handling

Senior Customer Service Associate

Radius Global Solutions

Nov 2022 - Oct 2023 (11 months)

Managed 60–80 daily US customer calls for credit, payments, and account updates while maintaining compliance and accuracy against quality KPIs. Delivered clear issue resolution in high-pressure queues.

Customer Support Phone Support Credit & Payments Support Account Updates & Compliance KPIs Stakeholder Management

Customer Service Representative

Concentrix - Optus

Jan 2022 - Oct 2022 (9 months)

Provided chat and voice support for Australian telecom customers while maintaining target AHT and ~99% CSAT. Recommended relevant solutions based on customer needs under service targets.

Chat Support Voice support Telecom Support AHT CSAT Troubleshooting Escalation Handling

AR Associate

Gebbs Healthcare Solutions

Jul 2021 - Jan 2022 (6 months)

Handled US healthcare accounts and managed payment follow-ups to support account receivables processing. Coordinated customer communication to drive timely resolution of billing/payment issues.

Accounts Receivable Payment Follow Up Customer Communications Documentation