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

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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

Leicester, England, UK
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Master's (Pursuing) International Business Management

Chaudhary Charan Singh University

Not specified, Not specified, India
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B.Sc. Mathematics

Government Polytechnic College

Not specified, Not specified, India
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Diploma Mechanical Stream

Secondary School Certificate

Not specified, Not specified, India
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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.