Naveen Nirmala
Customer Support Representative | Multilingual Specialist
Leicester, UK.About
Customer-focused and highly motivated Customer Support Representative with 3 years of experience in high-volume international chat support for a major retail client (Walmart). Proven ability to efficiently resolve customer inquiries across digital platforms, consistently achieving 95%+ satisfaction rates. Tech-savvy and adaptable, leveraging strong communication skills in English, Hindi, and Telugu to deliver exceptional customer service and meet all SLAs, even during peak seasons.
Work
Intouch CX
|E-Support Officer (Walmart International Chat Support)
Not specified, Not specified, Not specified
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Summary
Managed real-time live chat support for Walmart's international customers, resolving diverse inquiries while maintaining high customer satisfaction.
Highlights
Provided real-time assistance via live chat for Walmart's international customers, efficiently resolving inquiries related to orders, returns, product issues, and account management.
Managed a high volume of 60-80 customer chats per shift, consistently achieving a 95%+ customer satisfaction rate through expert problem resolution.
Maintained strict compliance with data privacy policies and standard operating procedures (SOPs), safeguarding sensitive customer information.
Successfully navigated high-pressure peak seasons, including Black Friday and holidays, consistently meeting all Service Level Agreements (SLAs).
Collaborated cross-functionally with internal teams to resolve escalated issues, ensuring timely resolution and empathetic customer communication.
Education
University of Leicester
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Master's (Pursuing)
International Business Management
Chaudhary Charan Singh University
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B.Sc.
Mathematics
Government Polytechnic College
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Diploma
Mechanical Stream
Secondary School Certificate
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SSC
General Studies
Languages
English
Hindi
Telugu
Skills
Software & Systems
Zendesk, Microsoft Office, Max Systems.
Operational Efficiency
Fast Typing, Documentation Accuracy, Time Management.
Team Collaboration
Teamwork, Cross-functional Collaboration.
Customer Support & Service
Customer Relationship Management (CRM), Live Chat Support, Email Handling, Conflict Resolution, Empathy, SLA Adherence, Ticketing Systems.