Satyam K

Sr. Associate

Stripe • Fulltime

Jun 2023 - Mar 2026 • 2 yrs 9 mos

Worked as a Customer Support Specialist supporting Stripe merchants and customers through email, chat, and ticket-based support channels. Assisted users with account-related inquiries, payment processing issues, transaction disputes, onboarding questions, account verification concerns, and platform navigation. Provided timely and accurate resolutions while maintaining high customer satisfaction and service quality standards. Investigated customer concerns, collaborated with internal teams, and ensured seamless communication throughout the resolution process. Managed a high volume of customer interactions while meeting productivity, response time, and quality KPIs. Demonstrated strong problem-solving skills by identifying root causes, troubleshooting issues, and delivering customer-focused solutions. Built positive relationships with merchants and customers by providing professional, empathetic, and solution-oriented support. Maintained detailed records of customer interactions and ensured adherence to company policies and data privacy standards. Key Achievements: • Consistently achieved customer satisfaction and quality targets. • Successfully handled high-volume customer support requests. • Reduced issue resolution times through effective troubleshooting and follow-up. • Maintained excellent communication and customer experience standards. • Supported merchants in resolving payment, account, and transaction-related concerns. Skills: Customer Support, Email Support, Chat Support, Ticket Management, Customer Experience, Merchant Support, Payment Support, Account Management, Problem Solving, Conflict Resolution, CRM Tools, Communication Skills, Customer Retention, Service Excellence.

Senior Customer Support

T-Mobile • Fulltime

Oct 2021 - Mar 2023 • 1 yr 5 mos

Worked as a Customer Support Representative for the T-Mobile USA process, providing high-quality customer service through inbound phone support. Assisted customers with billing inquiries, account management, plan upgrades, device troubleshooting, network issues, payment processing, and service-related concerns. Handled a high volume of customer interactions daily while maintaining excellent customer satisfaction (CSAT) scores and consistently meeting or exceeding key performance indicators (KPIs). Demonstrated strong problem-solving and communication skills by resolving customer concerns efficiently and ensuring first-call resolution whenever possible. Successfully identified customer needs and recommended suitable products, services, and plan upgrades, contributing to sales and revenue targets. Built strong customer relationships through active listening, empathy, and professional communication, resulting in increased customer retention and loyalty. Collaborated with cross-functional teams to address complex issues and escalations while maintaining compliance with company policies and quality standards. Maintained accurate customer records using CRM systems and followed data security and privacy guidelines. Key Achievements: • Consistently exceeded customer satisfaction and quality targets. • Recognized as a top-performing agent for customer experience and sales performance. • Achieved strong first-call resolution and customer retention metrics. • Managed high-volume customer interactions while maintaining service excellence. • Demonstrated expertise in customer support, technical troubleshooting, account management, and upselling.