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Sasi Kumar Umapathy

 Seeking employment for the position of Customer service. Under my employment, the company can trust in my earned expertise not only in discovering tactical strategies but also entrust in providing the company with the guidance needed to enhance their digital presence further and meet their objectives. Investing years to specialize in the inner workings of the online world, my value and contribution as an employee rely on helping to customers across the world. 

Key Skills

Database Management
Google Suite
Time management
Adaptability
Social media
Bliss
Team Work
Leadership
Problem Solving
Customer interaction
People Management
Critical Thinking

Professional Experience

Dec 2023
Present
Business associate IT Service Desk
Crown Solutions India Private Limited Chennai, IN
1. Providing assistance to users facing technical issues with hardware, software, or network systems.
2. Diagnosing and resolving technical problems, either remotely or on-site.
3. Logging, tracking, and prioritizing incidents reported by users, ensuring timely resolution.
4.Handling service requests such as software installations, access permissions, or hardware upgrades.
5. Delivering high-quality customer service by communicating effectively with users, understanding their needs, and providing solutions in a courteous manner.
6.Maintaining accurate records of incidents, service requests, solutions, and troubleshooting procedures for future reference.
7.Continuously updating and improving the knowledge base to empower users to resolve common issues independently.
8. Escalating complex issues to higher-level support teams or management when necessary to ensure timely resolution.
Jun 2018
Jan 2023
Subject MatterExpert- Amazon
Sutherland Global Services Chennai, IN
  • Adhering service level commitment for Clients.
  • Team performance building and improving the quality of the tickets handled by team members.
  • Extracting progress reports and analyzing team performance with management for achieving targets and quality maintenance.
  • Recognize knowledge gaps and vocalize coaching recommendations.
  • Responsible for taking incoming user support requests and solving the problems. 
  • Recognize the agents on weekly basis via email.
Apr 2016
Jun 2018
Dart Lead - Amazon
Sutherland Global Services Chennai, IN
  • Responsible for handling escalation chats from the customers and solving the problem.
  • Creating Trouble Tickets and following up with the customers regularly. 
  • Responsible for concessions given to the customers and validating it. 
  • Sharing daily performance reports to the agents,  team leads, managers and clients.
  • Conducting fun activities or engagement activities for the agents across the floor.
Sep 2013
Apr 2016
Technical Support - Amazon
Sutherland Global Services Chennai, IN
  • Managing customers from South East, North East Asia, USA, Canada and UK.
  • Accountable for reporting and implementation for new technical requirements from customers. 
  • Independent resolution expert in consulting and analyzing technical queries of customers via email and chat.
  • Responsible for customer satisfaction and works on it for all the customer contacts.
  • Escalating customer chats(if customer requests) to the higher level.

Education

Jul 2010
Apr 2013
Bsc computer science in Chennai National Arts and Science College
Madras University
Jun 2009
Apr 2010
12th Standard in Vijayantha higher secondary school
Madras University
Jun 2007
Apr 2008
10th Standard` in Ordnance Clothing Factory School
CBSE

Achievements

2014
Shining Star
 I have won Shining Star Award for the top performance in the year 2014.
2016
Best Customer Service Representative
 I have won 8 best CSA awards from 2014 to 2016.
2017
Customer Obsession Award
 I have also won Best Customer Obsession Award in the year 2017.
2017
Best Team Lead
Won best SME awards for Monthly and Quaterly in the year 2017 to 2022.
2021
Best Process and tool enhancement Ideas
Submitted many process ideas and tool enhancement ideas which has been selected by the client and implemented them on process as well as tool also got recognized from the client. 

Hobbies & Interests

  • Driving
  • Listening Music
  • Playing Cricket
  • Watching movies
  • Internet Surfing
  • Adventure

Languages

English
(Fluent)
Hindi
(Basic)
Tamil
(Native)

Career Aspiration

Under them, I have bloomed into a professional with great managerial skills myself. 9 years ago, I wanted to be where I am today. So five years from now, I want to setup realistic goals for myself and also for my organization. I'll keep the same fire alive within and I hope I will achieve my goal.

Get in touch with Sasi Kumar