Looking for a job

Sonam User

@sonamuser1

Message

I resolve e-commerce customer and order issues through SLA-driven Freshdesk support workflows.

India

Message

What I'm looking for

I'm looking for a customer or backend support role where I can manage SLA-driven tickets, resolve e-commerce order and payment issues, collaborate across teams, and contribute to strong quality standards.

I'm an e-commerce customer support professional resolving customer and order-related queries through email and Freshdesk tickets within defined SLAs.

At Tech Mahindra, I triage and prioritize incoming tickets, maintain accurate CRM documentation, and coordinate with backend and operations teams on complex order, payment, and returns issues.

I've received the RR Dazzler Award for exceeding resolution targets and have supported new team members in learning ticketing processes, tools, and quality standards.

Experience

Work history, roles, and key accomplishments

Associate - Customer Support

Tech Mahindra Limited

Sep 2023 - Apr 2026 (2 years 7 months)

Resolved customer and order-related queries through email and Freshdesk tickets within defined SLAs. Triaged and prioritized incoming tickets, maintained accurate case documentation, and collaborated with internal teams to resolve complex issues.

Freshdesk Email Support Case Management Systems Escalation Management Ticket Triage SLA Tracking Excel Microsoft Word