Dharmik Sojitra

Dharmik Sojitra Remote Customer Support Specialist Professional Summary Results-driven Customer Support Specialist with 6+ years of experience supporting international customers in remote environments. Proven expertise in handling high-volume interactions across chat, email, and phone while maintaining strong CSAT and SLA compliance. Skilled in CRM tools, fraud detection, and resolving complex issues efficiently. Highly adaptable to remote teams, time zones, and fast-paced support operations. Core Skills • Remote Customer Support (Chat, Email, Phone) • Ticket Management & SLA Compliance • Customer Retention & Issue Resolution • Billing & Payment Support • Fraud Detection & Prevention • CRM Tools: NetSuite, Jira • Remote Collaboration & Time Zone Management Professional Experience Customer Service Representative (Remote) Danby Appliances, Canada | Oct 2020 – Present • Handle high-volume customer interactions via chat, email, and phone support • Resolve product, order, delivery, and warranty-related issues within SLA timelines • Maintain high customer satisfaction through clear communication and timely resolutions • Use CRM platforms (NetSuite, Jira) to manage, escalate, and close support tickets • Collaborate with cross-functional teams in a fully remote, global environment Customer Service Representative TTEC India Customer Solutions Pvt Ltd | Apr 2019 – Jul 2020 • Managed billing, account, and service-related customer queries • Identified and prevented fraudulent transactions and payment discrepancies • Maintained performance metrics including quality scores and productivity targets • Contributed to process improvements through reporting and feedback Education B.E. Mechanical Engineering – Marwadi University | 2019 Higher Secondary (Science) – Vidhyaniketan School | 2015