PRASOON
SENIOR CUSTOMER SUPPORT ASSOCIATE-| - | linkedin.com/in/prasoonsrivastav/
Mayur Vihar Phase 3, East Delhi, IN 110096
SUMMARY
Experienced Senior Customer Support Associate with 1+ year at Tech Mahindra, known for achieving a
95% customer satisfaction rate. Currently working as a Trading Coach, empowering clients with actionable
market insights. Seeking a challenging Associate/Senior Associate role to deliver exceptional customer
experiences and drive operational excellence.
TECHNICAL SKILLS
Customer Relationship Management (CRM)
Technical Support & Troubleshooting
Effective Communication (Verbal & Written)
Ticketing Systems (ServiceNow)
Data Entry & Documentation
Microsoft Office Suite (Word, Excel, PowerPoint)
Organizing Tasks and Managing Priorities
Problem-Solving & Issue Resolution
Operating Systems (Windows, macOS)
PROFESSIONAL EXPERIENCE
Trading Coach
Trading Coach (June 23 - Present) | Remote, India
Educate clients on trading strategies and market analysis, contributing to their financial growth.
Provide actionable insights and support in online money-making opportunities.
Create personalized coaching plans, enhancing clients' trading efficiency and confidence.
Tech Mahindra
Senior Customer Support Associate (April 2022 - April 2023) | Noida, India
Resolved 50+ customer inquiries daily with a 95% satisfaction rate, ensuring timely and accurate
solutions.
Collaborated with cross-functional teams to escalate and resolve complex technical issues,
reducing resolution time by 20%.
Trained and mentored 5+ junior associates, improving team performance and adherence to SLAs.
Maintained detailed records of customer interactions and feedback, contributing to a 10%
improvement in service quality.
Implemented process improvements that streamlined workflows and increased team productivity by
15%.
EDUCATION
Higher Secondary (10+2) | NIOS Board, Lucknow (2009)
High School (10th) | CBSE Board, Barabanki (2006)
ADDITIONAL INFORMATION
Languages: English, Hindi
CERTIFICATIONS & ACHIEVEMENTS
Consistently maintained a 95% customer satisfaction score during tenure at Tech Mahindra.
Recognized for suggesting process improvements that increased productivity by 15%.
Trained and mentored junior team members, enhancing team efficiency.
ADDITIONAL INFORMATION
Passionate about trading and helping others navigate financial markets.
Active participant in community workshops focused on personal finance.
Volunteered in organizing events to promote financial literacy among youth.