Akhila N
Little Elm,TX
Summary
Motivated and customer-centric Customer Support Representative with a proven track record of five years in delivering exceptional service to diverse clientele. Recognized for consistently exceeding customer expectations by resolving complex issues with efficiency and empathy. Adept at leveraging in-depth technical knowledge and communication skills to foster positive relationships and uphold brand reputation. Seeking to leverage my experience and expertise to contribute to a forward-thinking customer support team dedicated to enhancing customer satisfaction and loyalty.
Overview
5
5
years of professional experience
Work History
Senior Customer Support Specialist
Costco
Dallas
10.2022 - Current
- Mentored and guided a team of junior support representatives, imparting best practices and techniques for effective issue resolution and customer engagement
- Conducted in-depth training sessions to empower the team with an in-depth understanding of Costco's unique membership benefits, policies, and customer-centric approach
- Collaborated with cross-functional departments to streamline customer feedback channels, facilitating more efficient communication and prompt issue resolution
- Innovatively tackled escalated customer concerns, devising tailored solutions that not only retained customers but also improved brand loyalty
- Navigated complex logistics and inventory challenges, ensuring seamless product delivery and customer satisfaction.
Customer Support Specialist
Amazon
Dallas
07.2020 - 10.2022
- Delivered top-notch customer assistance via various channels, resolving a wide array of inquiries ranging from order status updates to technical troubleshooting
- Documented interactions with precision in Amazon's CRM system, enabling seamless collaboration within the team and continuous customer support improvement
- Collaborated closely with the fulfillment team to streamline order processing, minimize errors, and ensure on-time delivery, ultimately contributing to enhanced customer experiences
- Played an integral role in optimizing product listings for clarity and accuracy, enhancing the overall customer shopping experience.
Customer Support Representative
CVS
Dallas
07.2018 - 07.2020
- Provided exceptional support, demonstrating a deep understanding of prescription services, store offerings, and online ordering procedures
- Employed active listening skills to connect with customers, tailoring responses to address individual concerns and ensuring accurate resolutions
- Collaborated with the pharmacy team to ensure seamless coordination between customer inquiries and prescription fulfillment processes.
Education
Bachelor of Arts in Communication -
05.2017
Skills
- CRM Software (eg, Salesforce, Zendesk)
- Issue Resolution
- Technical Troubleshooting
- Active Listening
- Team Leadership and Mentoring
Accomplishments
- Received "Top Performer" award for consistently surpassing customer satisfaction targets.
- Pioneered a streamlined communication protocol that reduced response times by 20%.
- Led an initiative to enrich the customer knowledge base, resulting in a 30% reduction in repetitive inquiries.
Timeline
Senior Customer Support Specialist - Costco
10.2022 - Current
Customer Support Specialist - Amazon
07.2020 - 10.2022
Customer Support Representative - CVS
07.2018 - 07.2020
Acharya Nagarjuna University - Bachelor of Arts in Communication,