Abin Antony
Toronto
Summary
Customer-focused professional with over two years of experience in customer service and technical support. Skilled in resolving complex issues, managing service processes, and ensuring a seamless customer experience. Recognized for strong problem-solving abilities, efficient time management, and fostering team growth. Adept at using CRM tools and troubleshooting technical challenges while maintaining high standards of customer satisfaction and data privacy.
Overview
2
2
years of professional experience
Work History
Customer Support Specialist – L2
Zedd Customer Solutions
06.2023 - Current
- Collaborated with cross-functional teams to resolve escalated customer issues, achieving a 20% reduction in resolution time and a 30% improvement in customer satisfaction.
- Recognized with the "Quality Assurance Award" for exceptional customer service, leadership, and problem-solving, including troubleshooting critical technical issues that safeguarded client revenue.
- Trained and mentored new team members, improving team performance, and supported frontline agents during complex interactions to ensure consistent service excellence.
Customer Service Representative
Zedd Customer Solutions
01.2023 - 05.2023
- Processed warranty claims and managed recall processes for power tools, ensuring strict compliance with company policies and safety standards, while maintaining high customer satisfaction.
- Recognized for achieving exceptional handle times and awarded for consistently delivering excellent customer service.
- Diagnosed technical issues, collaborated with technical support teams for swift resolutions, and ensured email communications adhered to data protection laws to maintain customer privacy and security.
Education
Bachelor of Science - Computer Science
Manipal Institute of Technology
Diploma - Computer Programming
Lambton College
Skills
- Escalation Support
- Quality assurance
- Product knowledge
- Customer relationship management
- CRM software
- Salesforce
- Multitasking and organization
- Problem-solving
- Complaint handling
- Technical troubleshooting
Languages
English
Full Professional
French
Limited Working
Timeline
Customer Support Specialist – L2
Zedd Customer Solutions
06.2023 - Current
Customer Service Representative
Zedd Customer Solutions
01.2023 - 05.2023
Bachelor of Science - Computer Science
Manipal Institute of Technology
Diploma - Computer Programming
Lambton College
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