Aiswarya Sathyan

• Resolve 250+ weekly customer inquiries via phone and chat using AVAYA phone system and chat-bot • Driving incidents to the resolution by continuously following up with technicians using the enterprise ticket management system (ETMS). • Listen attentively to caller needs to ensure a positive customer experience. • Cross-trained and provided back-up for other representatives when needed. • Collaborated with developers and testing teams to test the user experience of the chatbot application’s new features.

• Provided customers with quality assistance through chats and emails • Handled customer complaints and queries with patience and attention to the details by tracking the shipment details, raising requests for exchanging the products, and initiating refunds when needed.