sharu M
@sharum
I resolve international customer queries across voice, chat, and email while maintaining high CSAT.
IndiaWhat I'm looking for
At Sutherland Global Services, I handle inbound and outbound voice support for international clients, resolving customer queries quickly and professionally while meeting call handling time, FCR, CSAT, and quality targets.
Previously, I managed simultaneous live-chat and email queues using Salesforce, Zendesk, and MS Office Suite. I documented CRM interactions, escalated complex cases, improved response templates to reduce AHT, and maintained zero critical escalations across multiple review cycles.
I've transitioned smoothly across chat, email, and voice processes, bringing empathetic communication, active listening, and reliable support in fast-paced 24/7 environments.
Experience
Work history, roles, and key accomplishments
Handles inbound and outbound customer queries via phone for international clients, ensuring quick and professional resolution. Meets and exceeds daily performance targets including call handling time, FCR, and CSAT, while adhering to SOPs and compliance standards.
Education
Degrees, certifications, and relevant coursework
Vels Institute of Science, Technology & Advanced Studies (VISTAS)
Bachelor of Science, Computer Science
2020 - 2023
Pursued a Bachelor of Science in Computer Science, gaining a strong foundation in programming, data structures, and software development principles.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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