Hemalatha R R
Customer Support Specialist
Chennai
Summary
Customer Support Specialist handling phone and email support and tenancy records for customer and rent-related inquiries. Manages payment follow-ups, move-out coordination, and issue resolution with internal teams to keep records accurate and actions moving. Supports onboarding and day-to-day administration while maintaining timely, professional communication.
Overview
3
3
Languages
4
4
Certifications
11
11
years of professional experience
Work History
Customer Support & Data Entry
Alliance Workforce Advisory
10.2025 - Current
- Managed customer queries via phone and email, providing professional, timely, and effective support.
- Maintained accurate and up-to-date records in Excel, ensuring high levels of data accuracy and integrity.
- Followed up on outstanding rent payments and assisted with collection activities to support timely payments.
- Supported day-to-day team operations and administrative processes, ensuring tasks were completed efficiently.
- Assisted with customer onboarding, including coordinating required information and supporting a smooth onboarding process.
- Supported the tenant move-out process, including confirming move-out dates, coordinating key returns, and maintaining accurate tenancy records.
- Liaised with internal teams to resolve customer queries, maintenance concerns, payment issues, and tenancy-related matters.
- Maintained detailed records of customer interactions, payment follow-ups, tenancy updates, and outstanding actions.
Analyst - Digital Content Associate
Amazon
08.2019 - 01.2023
- Conducted quality analysis of e-book content, identifying, validating, and resolving reported content issues.
- Prepared and delivered accurate daily, weekly, and monthly performance and quality reports for management and team review.
- Conducted team training and calibration sessions to improve process understanding, quality standards, and consistency.
- Identified process gaps and implemented quality improvements to enhance overall operational efficiency.
- Managed customer-raised tickets on a daily basis, investigating issues and providing timely resolutions in accordance with defined SLAs.
- Monitored ticket resolution and followed up on outstanding issues to ensure timely closure and a positive customer experience.
Client Relationship Manager
Louis & Sons
03.2017 - 05.2019
- Managed customer queries through phone calls and emails, providing prompt, professional, and effective support.
- Handled and resolved customer complaints by investigating issues and providing appropriate solutions within agreed timelines.
- Trained and supported junior team members, helping them develop their knowledge and improve performance.
- Monitored outstanding payments and conducted regular follow-ups with clients to ensure timely payment collection.
- Coordinated with various internal departments to investigate and resolve customer queries efficiently and ensure a seamless customer experience.
Analyst - KYC/AML
Royal Bank of Scotland
06.2015 - 12.2016
- Reviewed and applied customer risk-rating criteria in accordance with KYC policies and procedures for both individual and business customers.
- Conducted comprehensive risk assessments and due diligence reviews, evaluating financial crime, country, sanctions, and reputational risks.
- Performed enhanced due diligence on high-risk customers and assessed potential risks associated with customer relationships and transactions.
- Researched and verified individuals and entities involved in potentially suspicious transactions using relevant internal and external databases.
- Conducted transaction monitoring to identify unusual or potentially suspicious activity across various customer products and accounts.
- Investigated transaction alerts and escalated potential financial crime concerns in line with internal AML/KYC procedures and regulatory requirements.
- Ensured compliance with sanctions requirements by identifying and reviewing transactions involving sanctioned individuals, entities, or countries.
Education
M.Com - Corporate Secretaryship
Ethiraj College
01-2015
B.Com - Corporate Secretaryship
Ethiraj College
01-2013
Skills
Client support
Complaint resolution
Reports preparation
Training
Customer onboarding
Quality assurance
Process improvement
Data accuracy
Transaction monitoring
Risk assessment
Accomplishments
- Top Performer Award - Amazon
- Best Quality Performer – Amazon
- Star of the Year – Louis & Sons
- Gold Award – RBS (2015 Flood Support)
Certification
Tally ERP
Timeline
Customer Support & Data Entry
Alliance Workforce Advisory
10.2025 - Current
Analyst - Digital Content Associate
Amazon
08.2019 - 01.2023
Client Relationship Manager
Louis & Sons
03.2017 - 05.2019
Analyst - KYC/AML
Royal Bank of Scotland
06.2015 - 12.2016
B.Com - Corporate Secretaryship
Ethiraj College
M.Com - Corporate Secretaryship
Ethiraj College