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Jatin M. — Mid-Level International BPO Customer Support Specialist from India

Jatin M.

Mid-Level International BPO Customer Support Specialist

India 3-6 years
Open to offersNew to Platform
Languages
EnglishHindi
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About

Jatin M. is a seasoned Customer Support Associate with over four years of experience in international voice and chat support, specializing in the North American, Japanese, and Chinese markets. He has a proven track record with CRM and ticketing platforms such as Salesforce, Amazon Chime, and ServiceNow, efficiently resolving high volumes of B2B and B2C queries. Jatin has excelled at TTEC India Customer Solutions Pvt. Ltd., handling hotel booking inquiries and ensuring customer satisfaction. Previously, he led a team at Morphus Telecommunications, leveraging his expertise in payment systems like JP Morgan and Stripe. At Amazon Development Centre India Pvt. Ltd., he managed a demanding workload supporting international customers, consistently meeting service targets while collaborating with cross-functional teams. Jatin holds a Bachelor of Engineering in Computer Science from Jaipur National University, further enhancing his problem-solving skills and technical acumen.

Experience

  • Customer Support Associate

    TTEC India Customer Solutions Pvt. Ltd. · 2026 — Present
    Assist customers with inquiries related to hotel bookings through chat and email, handling reservations, availability, pricing, modifications, and cancellations. Address issues regarding bookings and payments in accordance with company policy to ensure high customer satisfaction. Collaborate with internal teams and hotel partners to effectively resolve escalated issues. Meet quality, compliance, and response-time targets established by the client and account team.

  • Customer Support Associate (Team Lead)

    Morphus Telecommunications · 2025 — 2025
    Supervise a small support team while achieving individual ticket-resolution targets, ensuring KPI adherence within the group. Utilize Salesforce and Amadeus for managing customer relationships and providing global travel ticketing support. Handle and resolve payment queries through integration with JP Morgan and Stripe payment gateways.

  • Voice & Chat Support Associate, Level 2

    Amazon Development Centre India Pvt. Ltd. · 2022 — 2024
    Provide support to customer care executives in a lead team, addressing escalated queries and offering guidance using AC3 and Amazon Chime CRM tools. Manage an average volume of 45-50 chats/emails daily, increasing to 70-100 during peak times, with an average handle time of 5 minutes and 45 seconds. Escalate unresolved cases to senior team members, ensuring complete context and data, and set resolution timelines for customers. Engage in both B2B and B2C operations, focusing on capital collection strategies and consistently meeting service targets. Work collaboratively across sales, finance, and customer support teams for effective service delivery. Offer technical assistance for the MUFG Bank client account using ServiceNow, O365, and Rumba applications, including troubleshooting.

Skills & Expertise

Chat SupportCustomer SupportCall CenterCustomer ServiceCustomer Service and Admin Support

Education

  • Bachelor of Engineering, Computer Science
    Jaipur National University · — — 2023
  • Higher Secondary
    Subodh Public School · — — 2018
  • Secondary School
    Bansal Public School · — — 2016

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