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Hello, I'm Shobana Ramachandran, a dedicated Customer Support Executive with over 5 years of experience delivering VIP service in the telecommunications and service industries. I specialize in multi-channel support, order processing, PO validation, and real-time issue resolution to ensure seamless customer journeys. I have a track record of maintaining high first-contact resolution rates and coordinating with cross-functional teams to resolve complex service requests. I am passionate about process optimization, SOP development, and empowering teams with clear documentation and dashboards. I enjoy playing a key role during tool implementations, participating in UAT, and delivering data-driven insights through Power BI and advanced Excel to improve customer satisfaction and drive revenue.…Hello, I'm Shobana Ramachandran, a dedicated Customer Support Executive with over 5 years of experience delivering VIP service in the telecommunications and service industries. I specialize in multi-channel support, order processing, PO validation, and real-time issue resolution to ensure seamless customer journeys. I have a track record of maintaining high first-contact resolution rates and coordinating with cross-functional teams to resolve complex service requests. I am passionate about process optimization, SOP development, and empowering teams with clear documentation and dashboards. I enjoy playing a key role during tool implementations, participating in UAT, and delivering data-driven insights through Power BI and advanced Excel to improve customer satisfaction and drive revenue.

SHOBANA RAMACHANDRAN

Project Manager, Content Creator, Designer, +2

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Hello, I'm Shobana Ramachandran, a dedicated Customer Support Executive with over 5 years of experience delivering VIP service in the telecommunications and service industries. I specialize in multi-channel support, order processing, PO validation, and real-time issue resolution to ensure seamless customer journeys. I have a track record of maintaining high first-contact resolution rates and coordinating with cross-functional teams to resolve complex service requests. I am passionate about process optimization, SOP development, and empowering teams with clear documentation and dashboards. I enjoy playing a key role during tool implementations, participating in UAT, and delivering data-driven insights through Power BI and advanced Excel to improve customer satisfaction and drive revenue.…Hello, I'm Shobana Ramachandran, a dedicated Customer Support Executive with over 5 years of experience delivering VIP service in the telecommunications and service industries. I specialize in multi-channel support, order processing, PO validation, and real-time issue resolution to ensure seamless customer journeys. I have a track record of maintaining high first-contact resolution rates and coordinating with cross-functional teams to resolve complex service requests. I am passionate about process optimization, SOP development, and empowering teams with clear documentation and dashboards. I enjoy playing a key role during tool implementations, participating in UAT, and delivering data-driven insights through Power BI and advanced Excel to improve customer satisfaction and drive revenue.

Available to hire

Hello, I’m Shobana Ramachandran, a dedicated Customer Support Executive with over 5 years of experience delivering VIP service in the telecommunications and service industries. I specialize in multi-channel support, order processing, PO validation, and real-time issue resolution to ensure seamless customer journeys. I have a track record of maintaining high first-contact resolution rates and coordinating with cross-functional teams to resolve complex service requests.

I am passionate about process optimization, SOP development, and empowering teams with clear documentation and dashboards. I enjoy playing a key role during tool implementations, participating in UAT, and delivering data-driven insights through Power BI and advanced Excel to improve customer satisfaction and drive revenue.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Language

English

Intermediate

Tamil

Fluent

Work Experience

Customer Service Manager at AIRTEL India

November 1, 2021 - November 1, 2021

Primary point of contact for VIP customers, managing real-time inquiries across email, phone, and internal systems. Processed work orders following PO validation procedures, coordinating with sales, logistics, and finance to ensure issue resolution. Monitored inventory and reserved lot numbers for high-priority orders to prevent service disruptions. Developed and reviewed SOPs and Work Instructions; participated in UAT testing during system/tool rollouts. Created weekly dashboards with performance metrics and customer insights using Power BI and Excel with AI. Achieved a 90% first-contact resolution rate and reduced escalations by 25%, contributing to revenue growth through strategic account management.

Customer Relationship Executive at VODAFONE India

October 1, 2020 - October 1, 2020

Responded to multi-channel inquiries (email, phone, fax, CRM) with urgency and professionalism. Resolved 90% of customer complaints on first interaction by identifying root causes and providing immediate solutions. Handled complex escalations with cross-functional collaboration and documented all transactions, quotes, pricing requests, and terms. Trained and mentored new hires, improving onboarding efficiency. Collaborated with sales and marketing on account reviews, customer satisfaction metrics, and upsell opportunities. Improved CSAT by 20% through proactive engagement and issue prevention; implemented process improvements leading to a 10% rise in CSAT.