Summary
Overview
Work History
Education
Skills
Timeline
Generic

Abhinav S

Chennai

Summary

Part-time dreamer , Full-time believer

Overview

10
10
years of professional experience

Work History

Senior Product Support Specialist

Paperflite
Chennai
12.2024 - Current
  • Provided expert support for product inquiries and technical issues.
  • Collaborated with cross-functional teams to enhance product knowledge.
  • Analyzed customer feedback to identify recurring issues and trends.
  • Conducted training sessions for new support staff on product features.
  • Managed escalations by coordinating with engineering and development teams.
  • Maintained comprehensive records of customer interactions and resolutions.
  • Assisted in the implementation of new support tools and systems.
  • Developed and implemented sales strategies to increase revenue of new home sales.

Senior Executive II

Zuper
Chennai
08.2023 - 12.2024
  • Answered constant flow of customer calls with minimal wait times.
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Product Support Specialist

Freshworks
Chennai
12.2019 - 07.2021
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Handling Customer's via Ticketing and Chats for the products Freshdesk and Freshservice
  • Have had the Highest NPS score for the quarter January 2019-March 2019
  • Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints and provide effective solutions.
  • Handled Freshservice ITSM tool from December 2019 - November 2020.
  • Handled Freshdesk Customer Support tool From November 2020 - Present.
  • Handled an account from it's inception with the start of $39 and when handed over from me to another associate the closing MRR of the account was $7000.

ML DATA Associate II

Amazon Development Center India Private Limited
Chennai
10.2016 - 12.2019
  • Developed and maintained courteous and effective working relationships.
  • Develop data models for applications, metadata tables, views or related database structures
  • Document and communicate database schemas, using accepted notations.
  • Collaborate with system architects, software architects, design analysts, and others to understand business or industry requirements.
  • Training and mentoring freshers
  • Been Consistent in Delivering Results and achieved the metrics consistently
  • Promoted from ML Data associate I (L2) to ML Data Associate II (L3) in the month of April 2018.

Junior Engineer - Product Support

HCL Technologies
Chennai
06.2015 - 02.2016
  • Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints and provide effective solutions
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Been Consistent in maintaining 100% CSAT score

Education

Bachelor of Science - Computer Science

SRM University
Chennai

Skills

  • Good listening skills
  • Teamwork
  • Multitasking abilities
  • Verbal and written communication
  • Technical support
  • Issue escalation
  • Customer relationship management
  • Product training
  • Cross-functional collaboration
  • Sales strategy development
  • Problem solving
  • Effective communication

Timeline

Senior Product Support Specialist

Paperflite
12.2024 - Current

Senior Executive II

Zuper
08.2023 - 12.2024

Product Support Specialist

Freshworks
12.2019 - 07.2021

ML DATA Associate II

Amazon Development Center India Private Limited
10.2016 - 12.2019

Junior Engineer - Product Support

HCL Technologies
06.2015 - 02.2016

Bachelor of Science - Computer Science

SRM University

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Abhinav S