Tyagraj K

Managed customer support for three D2C sub-brands, handling live chat and follow-up calls for product queries, order placements, delivery issues, and returns. Converted abandoned checkouts by initiating follow-ups and offering personalized assistance, while providing comprehensive product knowledge to guide and educate customers.

Managed customer support for three D2C sub-brands, reducing abandoned checkouts by 30% through proactive follow-ups and personalized assistance. Maintained 95%+ CSAT and reduced handling time by 20% via AI-driven FAQs and response automation.

Delivered Tier 1 & 2 support resolving order, refund and escalation issues with backend teams, consistently achieving 95%+ CSAT. Proposed process improvements that reduced average handling time.

Oversaw daily hub operations including delivery dispatch and scheduling, resolving delivery exceptions and coordinating with distribution centers. Conducted pre-shift huddles and improved real-time communication with customer care to reduce delivery issues.

Engaged with potential clients, understood their needs, and pitched tailored solutions. Conducted market research and analyzed industry trends for strategic planning, while presenting the company

’s services, building rapport, and nurturing long-term relationships.

Responded to 400–500 daily support tickets, ensuring quality and resolution. Managed KYC verification and admin panel queries with accuracy and speed, while training new team members and coaching them on communication standards.

Delivered empathetic and prompt support across phone, email, and chat, resolving complaints and processing orders, returns, and customer queries. Maintained accurate records of all customer interactions and resolutions, and proposed process improvements based on recurring customer feedback.

Tracked weekly, monthly, and quarterly KPIs to measure operational performance, and conducted regular audits to ensure compliance with internal guidelines. Managed office administration, including documentation and supply tracking, and coordinated staff meetings, reporting, and scheduling for smooth operations.

Oversaw daily hub operations including dispatch and delivery scheduling, and conducted pre-shift huddles and routed orders to delivery teams efficiently. Ensured real-time coordination with the distribution center for seamless flow, and addressed delivery exceptions and process issues, ensuring resolution.

Studied Computer Science at Jawaharlal Nehru Technological University, Hyderabad, from 2011 to 2015. Gained foundational knowledge in computer science principles and engineering practices.

Completed a Bachelor of Technology in Computer Science at Jawaharlal Nehru Technological University, Hyderabad from 2011 to 2015, focusing on core computer science subjects and capstone project work.