Headline

Customer Support Analyst | CRM & SLA Management | Voice & Non-Voice Process | MIS Reporting | Excel & Customer Operations.

Location

Greater Bengaluru Area

Work experience

Customer Relationship Management Specialist at Moreton Bay Advisory, May 2024 - Jan 2026 · 1 yr 9 mos, India, Delivered product and technical support through multi-channel communication. Processed billing queries, returns, exchanges, and order-tracking requests efficiently. Managed customer complaints with professional communication and timely follow-ups. Maintained MIS reports and updated CRM systems for operational visibility. Ensured complete ticket closure within committed turnaround timelines.

Customer Support Specialist at Fidelity Investments, Mar 2023 - Oct 2023 · 8 mos, India, Managed 80–100 daily customer interactions across phone, email, and live chat support. Achieved 95% query resolution within SLA timelines while maintaining customer satisfaction. Resolved billing, transaction, and account-related concerns with high accuracy. Maintained CRM records with 99% data accuracy for reporting and service tracking. Coordinated with escalation and backend teams to reduce repeat customer contacts. Supported process improvements that enhanced response time and operational efficiency.

Education

Bachelor of Commerce - BCom, Accounting and Finance, Karnataka University, Dharwad