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Sumant Suyal

@sumantsuyal

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Customer support assistant manager who improved customer satisfaction rankings by 90% and implemented CRM software.

India

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At Amazon, I addressed customer concerns, tracked interactions in CRM systems, and followed through on inter-departmental escalations to support customer retention.

At Webtel Electrosoft Pvt Ltd (WFO), I resolved customer issues through ticketing systems, documented solutions, and contributed feedback on recurring pain points.

At Tech Mahindra (WFH), I provided technical support using Citrix and Avaya, coached new recruits, and recommended service procedure improvements.

As an AlchemyTrainer at Tech Mahindra (WFH), I facilitated training programs on Alchemy tools and techniques, led hands-on sessions, and updated training content as products and processes changed.

Experience

Work history, roles, and key accomplishments

Current

Virtual Customer Support Agent

Current

Amazon

Apr 2025 - Present (1 year 6 months)

Enhanced customer satisfaction by promptly addressing concerns and providing accurate information. Utilized CRM systems to track interactions and streamlined communication channels for efficient problem-solving.

CRM Customer Service Problem Solving Communication Skills

Alchemy Trainer

Tech Mahindra

Jun 2022 - Apr 2024 (1 year 10 months)

Facilitated comprehensive training programs for new hires specializing in Alchemy tools and techniques. Monitored and assessed trainees' performance and collaborated with leadership to align training content.

Training Alchemy Presentation Skills Performance Assessment Content Development

Customer Support Associate

Tech Mahindra

Jun 2022 - Apr 2024 (1 year 10 months)

Provided technical support and issue resolution using Citrix and Avaya platforms. Coached and mentored new recruits and recommended improvements in service procedures.

Citrix Avaya Technical Support Mentorship Process Improvement

Customer Support Associate

Webtel Electrosoft Pvt Ltd

Apr 2008 - Sep 2016 (8 years 5 months)

Delivered exceptional customer support through ticketing systems, resolving issues with a focus on customer satisfaction. Managed high volumes of customer interactions and maintained service-level agreements.

Ticketing Systems Customer Service SLA Adherence Documentation