Open to opportunities

Puneeth H J

@puneethhj

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Customer-driven support specialist improving FCR, reducing AHT, and optimizing SaaS ticket workflows.

India

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What I'm looking for

I seek a customer-focused role in a collaborative, data-driven team where I can improve FCR/AHT, automate workflows, and drive product improvements.

I am a customer-driven Support and Client Service Specialist with hands-on experience in omnichannel SaaS product support, SLA-driven ticket management, and cross-functional collaboration with Product, Engineering, and Operations teams. I have improved first-contact resolution, reduced average handling times, and driven product enhancements through data-driven insights and thorough documentation.

I resolve complex technical issues across global regions, streamline operations for consistent SLA and QA performance, and lead process improvements that reduce repeat queries and speed up escalations. I combine technical curiosity—AI prompt engineering, data analysis, automation—with strong customer empathy to turn challenging interactions into positive outcomes.

Experience

Work history, roles, and key accomplishments

Contact Center Representative

Barracuda Networks

Jan 2025 - Dec 2025 (11 months)

Resolved complex technical issues across US, UK, EMEA and APAC, improving first-contact resolution by 17% and driving product changes that cut future support queries by 23%. Managed 150+ inquiries/day while maintaining SLA and QA >95%.

SLA Management Escalation Management Knowledge Management Salesforce Service Cloud Cross Functional Collaboration & QA

Customer Service Associate

Amazon

Sep 2024 - Dec 2024 (3 months)

Handled 70+ inquiries/day for US region with an 84% resolution rate, introduced an escalation process that reduced complex issue resolution time by 25% and helped lower repeat complaints by 15%.

Customer Support Escalations Case Management Process Improvement

Education

Degrees, certifications, and relevant coursework

Amity University Online

Bachelor of Business Administration, Business Analytics

2025 -

Pursuing a Bachelor of Business Administration in Business Analytics (expected 2028), focusing on analytics, data-driven decision making, and business applications.