THOMAS ANTHONY
Customer Support Specialist | Chat & Email |
3+ Years Experience
EDUCATION
PROFESSIONAL SKILLS
Escalation
Handling
&
Customer
Advocacy
Chat & Email Customer Support
Refunds,
Returns
&
Chargeback
Resolution
De-escalation & CSAT Recovery
Policy Interpretation & Compliance
Case Documentation & CRM Updates
Quality Review & Peer Support
Adaptability & KPI-Driven Performance
ABOUT ME
Customer Support Specialist with 3+ years
of experience handling high-volume chat
and email support for North American
customers. Skilled in resolving order,
payment, and account issues, managing
escalations, and making policy-based
decisions on refunds and replacements.
Known for calm de-escalation, clear
communication, and consistent CSAT in
fast-paced,
KPI-driven
environments.
Remote-ready and reliable.
TOOLS & PLATFORMS
Amazon Internal CRM & Ticketing
Systems
Live Chat & Email Support Tools
Case Documentation & Knowledge
Bases
LANGUAGES
Tamil (Native)
English (Fluent proficiency)
AVAILABILITY
Open to part-time and full-time remote
work
Flexible with time zones and shifts
Diploma in Mechanical Engineering
Government polytechnic college, Coimbatore
SSLC
St. Michael’s High School, Singampatti
Seminary Training (Residential Program)
Christian Seminary
2018 - 2020
Participated in a residential seminary program focused
on English proficiency, communication, and personal
development.
Built strong foundations in discipline, empathy,
adaptability, and critical thinking.
EXPERIENCE
APPRENTICE TRAINEE
Jan 2017 - Jan 2018
Hyundai Motor India Limited | Chennai
Applied theoretical knowledge to practical workplace
situations and developed strong technical discipline.
Built a foundation of adaptability, teamwork, and
problem-solving in a structured corporate environment.
CUSTOMER SERVICE ASSOCIATE
Aug 2022 - Sept 2025
Amazon Development Centre India PVT Ltd, Coimbatore
Managed
40–80
concurrent
chat
and
email
interactions daily for North American customers in a
high-volume environment
Resolved order, payment, billing, charge, and accountrelated issues with accuracy and empathy
Handled
escalated
and
emotionally
charged
interactions, calmly de-escalating situations while
aligning with company policies
Evaluated cases independently and made policy-based
decisions on refunds, replacements, and concessions
Documented cases clearly, followed workflows, and
consistently met CSAT, quality, and KPI benchmarks
Additional Information
Digital Marketing & Creativity: Manage Ave Imprints
online storefront; design custom apparel and handle
basic digital promotion
Typing Speed: Fast and accurate typing (chat support
experience)
Tech-savvy: Quick to learn new tools, workflows, and
customer support systems
