Mahalakshmi Rajendran

Products Supported: Zoho Mobile/Desktop Apps (Zoho Mail, Trident, Bigin, Desk, Projects, Meeting, Webinar, Qntrl, Campaigns).

• Handled customer feedback tickets/Emails via emails and calls. Analyzed their issues/requests and provided quick resolution.
• Collaborated with cross-functional teams (QA & Developers) to identify and resolve complex technical problems.
• Conducted root cause analysis on recurring issues, implementing preventive measures that mitigated future occurrences.
• Provided remote support for global customers, navigating time zone differences to ensure prompt assistance when needed.
• Managed customer relationships by delivering prompt responses to questions.
• Reduced downtime by proactively monitoring product performance and identifying potential issues before they escalated.
• Delivered exceptional customer service through proactive communication and swift resolution of support tickets.

• Handled 1000+ accounts and managed them throughout the academic year
• Ensured student engagement by supporting students throughout their BYJU's journey by making them use the product and improve in school performance
• Provide mentoring support: Offer on-call mentoring support to address specific issues related to videos, content, or app navigation, helping students navigate through challenges
• Monitor student progress: Read and interpret students' dashboards to gain insights into their overall progress, understanding their strengths and areas for improvement
• Adhered to 95% above on SLA maintenance on Inbounds, Email Escalations and Timeline completion
• Handled Social media escalation and gave primary support in solving customer's issue
• Upselling the same accounts by booking them in Demo sessions in order to help with renewals.

• Handled the entire customer base of the company and created a trust worthy relationship which helped in re purchase
• Responsible for handling customer issues, convince irate customers and provide resolution
• Handled vendors in providing supplies and managed restocking on a timely manner
• Managed packaging and quality check before dispatch
• Address and resolve customer issues through chat, email and phone
• Manually punch orders on Wordpress and billing
• B2B relationship management while working with vendors.

• Process 1 : Intuit - Quickbooks Checks and Supplies (US BASED) Responsible for addressing customer issues, listening, empathize, issue resolution and provide great service
• Handled customer issues such as product missing, damaged, delayed, replacements and refunds
• Helped customers in purchasing tax forms for filing taxes
• Provide knowledge to the customers in purchasing correct tax forms for filing taxes
• Handled escalations and provided resolution with CSAT ratings
• Process 2: AT&T Wireless Network Support (US BASED) Responsible for handling Incidents and Requests logged by the customer
• Doing Analysis on the escalated tickets and providing resolution within the Defined Service Level Agreement
• Maintaining SLA 90-95 percentage
• Supporting the Managers and Directors to meet the Service Levels and KPI's
• Responsible for preparing and sharing reports (APR, Attendance Report, Disposition, Login/Logout, Avaya, and AHT)
• Created and handled more than 1k Service Now Tickets
• Slightly upsell offers to the customers by giving them the best upgrade options
• Customer centricity.