Adith Joshy
Dieppe
Summary
Accomplished Customer Service Professional with over 5 years of experience in high-volume support environments. Skilled in CRM systems, conflict resolution. Maintain composure and professionalism even under stress or with challenging customers. Consistently achieved a 95%+ customer satisfaction rating and reduced response times by 30%, strengthening customer retention and operational efficiency.
Overview
7
7
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
FIRST BUS
03.2022 - 08.2025
- Managed high-volume customer interactions through phone, emails, Live chats and social media, addressing inquiries, complaints, and support needs with composure and efficiency. And Resolved 80 to 100 plus customer inquiries per day.
- Processed orders, returns, refunds, billing adjustments, and account updates with meticulous accuracy and adherence to protocols.
- Leveraged CRM tools to document, track, and follow up on cases, ensuring seamless resolution and informed support workflows.
- Achieved 15 to 20 percent customer satisfaction by initiating feedback mechanisms and personalized resolution follow-ups.
- Provided guidance to junior members of the team regarding tasks related to customer relations management.
CUSTOMER COMPLIANCE MANAGER (PART-TIME)
WESTHAM SUPERMARKET
10.2021 - 03.2022
- Established effective communication channels to report compliance breaches, and encourage a culture of compliance.
- Oversaw the maintenance of records and documentation to support compliance efforts and audits.
- Managed customer complaints and disputes, ensuring resolutions comply with industry standards.
- Collaborated with the legal department to address compliance issues and mitigate legal risks.
- Trained staff on compliance protocols, ensuring an understanding of regulatory requirements and company standards.
- Conducted regular compliance audits, identifying areas of risk and implementing corrective actions.
SALES AND AUTOMATION LEAD
SIEMENS
08.2019 - 09.2021
- Designed, developed, and implemented automation solutions to improve efficiency and reduce errors.
- Collaborated with cross-functional teams to identify process bottlenecks and opportunities for automation.
- Conducted system integration of automation components using PLCs, sensors, and actuators.
- Created detailed documentation for automation systems, including user manuals, and maintenance guides.
- Performed routine checks and troubleshooting to ensure automation systems are functioning correctly.
CUSTOMER SERVICE REPRESENTATIVE
JIO NETWORK
04.2018 - 08.2019
- Handled inbound & outbound customer calls, emails, and chat enquiries; resolved queries about mobile plans, broadband services, payments and troubleshoot service issues.
- Maintained up-to-date knowledge of Jio’s products and services (e.g., MyJio app, broadband plans, recharge offers) to provide accurate, helpful information to customers.
- Documented customer interactions thoroughly in CRM / ticketing systems; created follow-up tasks when required; ensured that feedback and unresolved issues were escalated properly.
- Met performance metrics including first-call resolution, average handling time, quality scores, and customer satisfaction ratings.
- Provided support in multiple languages when needed; adapted communication style to ensure clarity and friendliness, especially when dealing with frustrated or stressed customers.
- Participated in training sessions to learn new products, service updates, system tools, and policy changes.
Education
Diploma - CYBER SECURITY
West Lancashire College
05.2025
MSc. - Masters in International Business Management
Anglia Ruskin University
05.2023
BE - Electrical and Electronics Engineering
Loyola Institute of Technology
03.2018
Skills
- Customer relationship management
- Patience & Positivity
- Excellent communication (verbal written)
- CRM & Technical Skills (Freshdesk, Salesforce)
- Adaptability & Flexibility
- Data entry
- Problem solving and Critical Thinking
- Attention to detail
- Customer Focus
- Time management & prioritization
- Project management
- Teamwork and cooperation
- Active listening
- MS Office Tools
- Interpersonal / relationship building
- PLC Ladder Program (SIEMENS)
- SCADA Systems (SIEMENS)
Languages
English: Full Professional
Timeline
CUSTOMER SERVICE REPRESENTATIVE
FIRST BUS
03.2022 - 08.2025
CUSTOMER COMPLIANCE MANAGER (PART-TIME)
WESTHAM SUPERMARKET
10.2021 - 03.2022
SALES AND AUTOMATION LEAD
SIEMENS
08.2019 - 09.2021
CUSTOMER SERVICE REPRESENTATIVE
JIO NETWORK
04.2018 - 08.2019
MSc. - Masters in International Business Management
Anglia Ruskin University
BE - Electrical and Electronics Engineering
Loyola Institute of Technology
Diploma - CYBER SECURITY
West Lancashire College