Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
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Kiruba Muthusamy

Global, Web & B2B Support
Coimbatore

Summary

Customer Support and Operations Specialist with 5+ years of experience driving client success, risk investigation and process optimization across global markets. Proven track record of reducing escalations, improving SLA compliance and achieving 95%+ customer satisfaction. Recognized for adaptability, cross-functional collaboration and a proactive approach to solving complex problems that drive team success and contribute to organizational growth.

Overview

7
7
years of professional experience
2
2
Languages

Work History

Global, Web & B2B Support

Avantor Sciences
04.2025 - Current
  • Delivered end-to-end support for global B2B clients (US, Mexico, Canada), resolving website and portal-related queries with 24-hour SLA compliance.
  • Reduced backlog by 75% within the two months, restoring workflow efficiency and stability.
  • Leveraged SAP to investigate, track, and resolve complex customer and order management issues.
  • Partnered with cross-border teams to resolve escalations, improving global collaboration and communication.
  • Demonstrated agility by quickly mastering new applications and upskilling into additional support roles, adding value across functions.
  • Recognized for high-quality deliverables, flexibility in shifts/overtime, and strong contribution to process improvements.

Transaction Risk Investigator (ROI)

Amazon
02.2024 - 08.2024
  • Investigated cases across global marketplaces (U.S., U.K., Japan, etc.) to ensure compliance with intellectual property rights (IPR), including copyright, patent, trademark, counterfeit products, design rights, brand registry, and infringement policies.
  • Reviewed product listings and validated ownership claims by cross-verifying rights-owner complaints, ensuring accurate enforcement of IP policies.
  • Analyzed escalations related to brand misuse and counterfeit goods, protecting customers, brands, and Amazon from reputational and financial risks.
  • Provided end-to-end case support via email, achieving high accuracy and quick turnaround in resolving complex investigations.
  • Consistently exceeded productivity and quality benchmarks with 92% accuracy, earning recognition for precision, judgment and impact.
  • Exhibited strong organization and prioritization skills to manage complex cases and maintain accurate documentation, ensuring efficient investigations and high-quality results.

Selling Partner Support

Amazon
08.2022 - 08.2023
  • Provided multi-channel support to U.S. and Canadian sellers via email and chat, assisting with onboarding, documentation, profile setup, tagging, and configuration.
  • Guided sellers through the end-to-end selling journey, including product listing, order processing and FBA logistics.
  • Supported sellers with customer returns, brand registry, and policy compliance, while simplifying complex Amazon policies for easier understanding.
  • Took full ownership of escalations, following up until resolution, and maintaining a prompt and positive seller experience.
  • Identified policy and tool knowledge gaps, sharing insights to reduce repetitive issues and improve seller support processes.
  • Demonstrated strong process knowledge and communication skills, improving seller trust, and ensuring accurate, high-quality outputs.

Business Development Associate

Byju's
03.2021 - 12.2021
  • Ranked among the top three performers, exceeding revenue targets and closing 1.9 lakh in the first three weeks, earning the Best Warrior Award.
  • Handled 80+ client interactions daily (calls/meetings), converting up to 30-40% through clear communication and personalized solutions.
  • Recognized twice by leadership for driving significant revenue growth and strengthening overall team performance.
  • Mentored and trained 3+ new associates, enhancing their communication and customer-handling skills, which improved their confidence, sales outcomes, and team efficiency.

Senior Customer Service Associate

Amazon
06.2018 - 03.2021
  • Delivered top-tier support across calls, chats, and emails for domestic and international clients, consistently maintaining 95%+ CSAT.
  • Served as a Subject Matter Expert (SME) for over 1.5 years, guiding and supporting three full teams; achieved a 96% pass rate for associates advancing to the next level.
  • Trained and mentored new hires, strengthening process knowledge, and improving overall team performance and quality scores.
  • Resolved 90% of escalations within SLA by collaborating with cross-functional teams, improving customer trust, and operations efficiency.
  • Assisted in developing and refining SOPs, reducing response times, and streamlining workflows.
  • Supported business-critical functions beyond the core role:
  • Escalation team: Handled high-priority cases as per business requirements.
  • Logistics Support: contributed for four months to ensure smooth supply chain resolutions.
  • Cross-skilling/Up-skilling: adapted to multiple processes and tools to meet evolving needs.
  • Recognized repeatedly for time management, SLA adherence, and high-quality deliverables, establishing a reputation as a dependable team performer.

Education

Bachelor of Commerce - B.Com - PA

N.G.P Arts And Science College
06.2018

Skills

Customer Support & Escalation Management

Risk Investigation & Compliance (IPR,counterfeit, brand protection)

Process & Performance Optimization

SLA & Quality Metrics Management

Leadership & Team Training

Business Development & Sales Strategy

Organization and time management

Communication and collaboration

Calm under Pressure

Dependable & Responsible

Multitasking & Adaptability

SAP, CRM Tools & MS Excel

Accomplishments

  • Best Warrior Award- Byju's
  • Performance Awards- Amazon

    • - Received two awards for maintaining AHT and managing the highest chat volumes with quality

  • Client & Peer Recognition- Amazon
  • Leadership commendation for Sales Excellence.

Timeline

Global, Web & B2B Support

Avantor Sciences
04.2025 - Current

Transaction Risk Investigator (ROI)

Amazon
02.2024 - 08.2024

Selling Partner Support

Amazon
08.2022 - 08.2023

Business Development Associate

Byju's
03.2021 - 12.2021

Senior Customer Service Associate

Amazon
06.2018 - 03.2021

Bachelor of Commerce - B.Com - PA

N.G.P Arts And Science College

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Kiruba MuthusamyGlobal, Web & B2B Support