Keerthika Velusamy
Senior Customer Support Executive
Chennai
Summary
Customer-focused support professional with over 2 years of experience handling international clients across voice and email channels. Known for taking ownership of issues end-to-end, managing retention-risk accounts, and delivering real solutions not just scripted responses. Adept at working independently in fast-paced environments, maintaining detailed CRM records, and aligning support efforts with business goals. Seeking to bring this proactive and accountable approach to a B2B customer success role.
Overview
2
2
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Senior Customer Support Executive
Evodigital Technologies Pvt Ltd
03.2023 - Current
- Acted as the main point of contact for global clients, resolving 30+ tickets daily through calls and emails with a strong focus on first-time resolution.
- Consistently identified early signs of churn and escalated to internal teams, playing a key role in customer retention.
- Took ownership of customer issues from start to finish, including root-cause identification and long-term resolution tracking.
- Maintained up-to-date and actionable case notes in Salesforce, contributing to transparent collaboration and service consistency.
- Trained new support reps and developed reference materials to promote team-wide process adherence and quality control.
- Collaborated closely with cross-functional teams to troubleshoot complex cases and improve resolution timelines.
Education
Bachelor of Fashion Technology - Apparel Production
National Institute of Fashion Technology
Hyderabad, India 04.2001 -
Skills
B2B Customer Support & Relationship Management
Real-Time Problem Solving (Voice & Email)
Retention Strategy & Churn Prevention
Salesforce CRM Ticket Documentation Escalation Handling
Remote Tools: Slack, Zoom, G-Suite, Trello
First Contact Resolution SLA Monitoring
Professional Communication (Verbal & Written)
Peer Training & Onboarding Support
Self-Management Ownership Accountability
Additional Information
- Comfortable working across time zones and flexible shifts
- Strong self-starter mindset and remote work readiness
- Experience with cross-team collaboration in hybrid/remote setups
Certification
Six Sigma Green Belt - AIQM
Timeline
Senior Customer Support Executive
Evodigital Technologies Pvt Ltd
03.2023 - Current
Bachelor of Fashion Technology - Apparel Production
National Institute of Fashion Technology
04.2001 -