Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Declaration
Signature
Timeline
Generic
Shyam Sunder S R K

Shyam Sunder S R K

Chennai

Summary

Advanced Technical Support Specialist with 8+ years of experience in technical support and customer service. Skilled in delivering comprehensive product and premium services support, with a strong ability to engage customers, diagnose issues, and implement streamlined solutions for efficient problem resolution.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Technical Support Specialist

Gen (Norton LifeLock)
07.2024 - Current
  • Provide technical support via phone for virus removal, system performance issues, installation & activation, software conflicts, and other technical concerns under Premium Services.
  • Assist customers in identifying and troubleshooting issues, clearly explaining solutions to restore service and functionality.
  • Address Norton product queries using KB articles, ensuring accurate and efficient resolutions.
  • Maintain detailed records of customer interactions, inquiries, and resolutions in Salesforce.
  • Ensure First Call Resolution (FCR) by delivering effective solutions on the first attempt.
  • Follow up with clients post-resolution to verify satisfaction and ensure optimal customer experience.
  • Collaborate with supervisors and escalation teams to address complex customer issues.
  • Provide feedback on KB articles, suggesting improvements to enhance reference materials for associates.
  • Share knowledge with team members, ensuring consistency in handling unique or complex issues.
  • Maintain quality standards and metrics, consistently meeting performance benchmarks.
  • Consistently achieve Customer Satisfaction (CSAT) and Net Promoter Score (NPS) above 75%, and maintain Resolution Rate and First Contact Resolution (FCR) above 90%.
  • Take ownership of cases, scheduling and ensuring timely callbacks for escalations until full resolution.

Process Specialist

Cognizant Technology Solutions
01.2022 - 06.2024
  • Assigned and tracked Canary tickets in Salesforce, ensuring timely and accurate resolution.
  • Processed various ticket types (Distribution, Segment Approval, Taxonomy Errors) while adhering to predefined protocols.
  • Monitored and prioritized TransUnion DA cases, ensuring prompt resolution.
  • Managed P0 escalations by coordinating stakeholders via Slack, initiating bridge calls, and updating customers through Pendo Banners.
  • Generated and analyzed case reports using Salesforce, pivot tables, and data visualization for actionable insights.
  • Created OC tickets in Jira for engineering support and maintained transparent communication on progress.
  • Diagnosed complex issues using Log DNA and TS workspace, taking full ownership until resolution.
  • Collaborated with Customer Success Managers (CSMs) to validate customer plans before adding features.
  • Prepared and shared End-of-Day (EOD) reports on ticket status and associate productivity.
  • Handled escalations efficiently through phone and email, ensuring real-time resolution.
  • Tracked attendance and login times using Microsoft Teams for accurate workforce management.
  • Actively engaged in Scrum Calls and GCS Office Hours, providing support and sharing best practices.
  • Led weekly engagement activities to enhance team collaboration and morale.

Subject Matter Expert

Sitel India Private Limited
12.2020 - 01.2022
  • Led team huddles three times a week to share updates, review performance, and address challenges.
  • Provided real-time support to associates, ensuring swift query resolution.
  • Conducted audits (D-Sat scrubs, short call reviews, and no-reply audits) to uphold quality standards.
  • Delivered performance feedback, tracking improvements with SMART action plans.
  • Generated and shared key reports (productivity, AHT, and other critical metrics) using Salesforce.
  • Managed customer escalations via Outlook, phone, and email, ensuring timely resolutions.
  • Participated in internal calibration sessions twice a week to align on processes and standards.

Customer Service Professional

Sitel India Private Limited
02.2015 - 12.2020
  • Exceeded performance targets by delivering resourceful, organized, and customer-focused solutions.
  • Increased sales revenue through strategic promotion of relevant service options.
  • Analyzed account and service histories to identify trends and prevent recurring issues.
  • Provided skilled assistance in a high-volume environment, handling 15+ customer interactions daily.
  • Resolved technical issues (virus removal, system performance, installation, and software conflicts) for AVG/Avast products via phone and email.
  • Maintained detailed records of customer inquiries, interactions, and resolutions in Salesforce.
  • Handled billing and service complaints, offering compensation, goodwill gestures, or refunds when necessary.
  • Achieved First Call Resolution (FCR) by delivering accurate and efficient solutions in the initial interaction.

Education

Bachelor of Engineering - Electronics & Instrumentation

Sri Sairam Engineering College
Chennai
04-2013

Skills

  • Customer & Escalation Management
  • Communication Excellence
  • Excel & Data Analysis
  • Product & Service Expertise
  • Engaging Presentations
  • Problem-Solving & Strategy
  • Active Listening & Empathy
  • Adaptability & Innovation
  • Time Optimization
  • Client Relations & Trust
  • Salesforce Proficiency
  • Remote Support & Assistance
  • Advanced Troubleshooting

Accomplishments

  • Awarded for Excellence in CSAT (Customer Satisfaction), NPS (Net Promoter Score), Quality, AHT, and Sales under the Rewards & Recognition program.
  • Recognized as a Top Performer for outstanding contributions and invaluable impact on the organization.
  • Honored as the "Shining Star – Q2 2021" for exceptional performance, embodying company values, and elevating customer experience.
  • Named "Best SME of the Month" for unwavering dedication, integrity, and commitment to excellence.

Certification

  • Certified in Advanced Industrial Automation – Successfully completed Advanced Training in Industrial Automation at Technocrat Automation (Feb 2013 – June 2013).
  • Diploma in Java Technologies – Earned a Diploma in Java Technologies from NIIT, achieving a CGPA of 7.99.

Declaration

I hereby declare that the information provided above is true and correct to the best of my knowledge and belief.

Signature

Shyam Sunder S R K

Timeline

Technical Support Specialist

Gen (Norton LifeLock)
07.2024 - Current

Process Specialist

Cognizant Technology Solutions
01.2022 - 06.2024

Subject Matter Expert

Sitel India Private Limited
12.2020 - 01.2022

Customer Service Professional

Sitel India Private Limited
02.2015 - 12.2020

Bachelor of Engineering - Electronics & Instrumentation

Sri Sairam Engineering College

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Shyam Sunder S R K