Arivazhagan M arivu.akil@yahoo.

com
Git ID: Arivuakil (github.com) +91-6369557022

Professional Summary:

HCL Technologies – Customer Service Associate

25 Dec 2019 – 04 Mar 2022
Client 1: Commonwealth Bank Australia (CBA)
Client 2: Microsoft AI
Client 3: Apria Healthcare US

Teleperformance Ltd – Customer Support Associate

12 Jul 2018 – 12 Mar 2019
Client: Flipkart E-commerce

➔ Having good exposure in IT ticketing tools like ServiceNow, Salesforce CRM and incident
management.
➔ Have a good understanding and fundamental knowledge of Service requests, incidents,
problems & SLA/Metrics.
➔ Initiating calls for client issues and broadcast communications to all till the closure.
➔ Providing support to customers by reviewing and diagnosing customer issues and providing
reasonable resolutions within our SLA policies.
➔ Engage customers across a variety of communication methods; including email, Live Chat,
Microsoft Skype or Teams and text to resolve issues and keep customers informed and moving
forward with using our solutions.
➔ Certified in ISO 20000 - Principles of IT service management system (ITSM) from Alison.
➔ Having intermediate level knowledge in technologies like Java, HTML, SDLC and basic service
desk tools.
➔ Having good knowledge of java Oops concepts and its methods.
➔ Owning incident resolutions at all times and keeping users informed of the status
➔ Provide support to businesses during day-to-day activities and perform problem-solving
exercises to determine the problem.
➔ Ability to work in teams and independently with minimal supervision to meet deadlines. Flexible
about upgrading myself with new technologies and tools.
➔ Having the ability to listen, think and type at the same time.
➔ An efficient learner with strong attention to detail.

Technical Exposure:

Languages SQL, Java, HTML

Database MySQL
Tools Service now, Salesforce
Operating System Linux, Windows
Project Experience 1: Commonwealth Bank Australia (CBA)

Resolved ticket’s regarding companies’ Products/Services and managed clients to drive business results
using Salesforce. Also processed various banking applications to apply technical and industry-specific
information.

Roles and Responsibility:

➔ Resolving various Incidents and service requests of the client.

➔ Used to Participate 24/7 on duty for support or operation.
➔ Prioritize and respond to customer support inquiries regarding new product functionality or features
and help the customer clearly articulate the need and benefit.
➔ Supporting client issues and providing solutions as per the defined timelines.
➔ Review, triage and prioritize customer requests and respond accordingly.
➔ Helping Business in Understanding Issues faced by them and resolve them to ensure smooth
business flow.
➔ Implementing and maintaining updates in the application.

Project Experience 2: Microsoft AI

Microsoft USSR

It is a tool used for labelling electrical device anomalies from amp channel telemetry using a decision
tree presented by Microsoft.

Roles and Responsibility:

➔ To learn about the electrical phases in the amp channel telemetry day to day from the graphical
data collected by Microsoft.
➔ Need to label the anomalies like Loss of redundancy, Phase Imbalance in the tool provided by
Microsoft and store the critical data in the database regularly.
➔ A process which helps and is used for AI implementation in the data centre by Microsoft.

Project Experience 3: Apria Healthcare US

Roles and Responsibility:

➔ Supporting client issues and providing solutions as per the defined timelines by providing call
support.
➔ Helping Business in Understanding Issues faced by them and resolve them to ensure smooth
business flow.
➔ Make calls to clients and resolve their issues by processing their medical claims in the ACIS
screen.
➔ Process the client documents through SharePoint and track Progress/Information across the
departments.
Awards/Achievements:

➔ Awarded “Best Performer" from the client for securing 100% in Microsoft Azure Quality Audits
within 45 days of the testing period.
Hobbies:

➔ I am an avid birder and Wildlife enthusiast I am supposed to have always been interested in
birds by observing on walks and past time of collecting behavioural information about the
common birds in and around me.

Educational Qualifications:

Degree/Certificate Discipline University/Board Year of Percentage

Passing
B.E Mechanical Engineering Anna University 2018 7.23 Cgpa
Diploma Mechanical Engineering DOTE 2015 80.00
SSLC N/A State Board 2012 63.00

Declaration:

I hereby declare that all the above-mentioned details are true to my knowledge.

Date: Arivazhagan M