Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Driven by goals and desire to make use of every opportunity in the way to improve myself and the organisation.
Hi, I’m
Alex Kirubhakaran John Wesley
Parramatta,NSW
Summary
Overview
7
years of professional experience
Work History
KNOW
Senior Customer Support & Operations (Contractual Employee)
09.2023 - 07.2024
Job overview
- Taking care of Support & Operations tasks, Helping clients with dashboards, report generation (SQL) and management
- Managed approximately 100 clients across regions, specialising in Singapore, Malaysia, Philippines and Vietnam.
- Setting up processes and growing support-ops team.
- Tools used: Slack, Intercom, Jira, Trello, Atlassian, Redash, PowerBI, Google Firebase, MS Excel, Google Sheets
Vajro
Customer Support Specialist & Product Consultant (L3)
07.2022 - 07.2023
Job overview
- Vajro is a mobile app development platform in Shopify that empowers businesses to create and launch their own mobile apps with ease
- Maintained portfolio of more than 50 customers and maintained churn of less than 2% on average
- Was part of both support and success teams
- Lead a pod of 3 people in night shift taking care of Support for customers from Americas region
- Enhanced customer satisfaction by addressing and resolving complex issues including escalations promptly and professionally.
- Tools used: Intercom, Slack, Zoho CRM, Freshdesk, Google Workspace, Google Sheets, Excel, Jira.
Pickyourtrail
Senior Customer Experience Associate - Customer Experience
05.2019 - 07.2022
Job overview
- Pickyourtrail is a travel-tech startup, one of India's highest-rated travel planners which helps to plan, customise and book holidays online
- As part of the Customer Experience Team, Provided support to more than 1000 travellers travelling to the regions of Europe, ANZ, Thailand, Singapore and Bali
- Majorly handled chats and maintained the best FRTs, Resolution times and had control over the metrics of the team as well
- Handled Ticketing end to end - Built the Ticketing Dashboard
- Trained and led a 3 member team to help them be well versed with process and culture, a team which can be a well oiled machine and just needs a single thrust to put everything in motion and not be in need of a constant push
- Worked in Various Data related projects which helped the team to maintain repositories and various intra-functional data
- During Pandemic, was part of the Marketing-SEO team for 7 months and wrote 50+ blog articles on various destinations and updated content for 500+ articles to improve ranks.
- Was also part of the Global SEO team specifically targeting US, UAE and UK audiences.
- Tools used: Slack, MS Excel, Google sheets, Freshchat, Plato (Internal CRM), CMS (Internal), WordPress, Semrush, Google Analytics, Google Search Console
Shortfundly
Graphic Design Intern
11.2017 - 01.2018
Job overview
- Shortfundly is an OTT Marketplace Platform for upcoming & professional creative filmmakers.
- Prepared more than 1000 images to coincide with social and blog posts.
- Used Adobe Photoshop, Adobe Illustrator and Canva to develop new images.
- Collaborated with the creative team to develop visually appealing graphics for various projects, resulting in increased client satisfaction.
Education
Macquarie UniversitySydney, Australia
Master of Business Analytics
07.2024
University Overview
Status: Currently Pursuing Session 1 of the Postgraduate Degree as an International student with a temporary student visa (subclass 500)
SSN College of EngineeringChennai, India
Bachelor of Engineering from Civil Engineering
03.2019
University Overview
GPA: 6.29
- Successfully completed a design project ( July 2018 - December 2018 ) on the design of Indoor Basketball Stadium.
- Published a Paper - James, J., Kirubhakaran, J. A., Balamurukan, R., Jawahar, V., & Soorya, S. S. (2021). Wetting-Drying Resistance of a Lime Stabilized Soil Amended with Steel Slag and Reinforced with Fibres. Iteckne, 18(1), 7-17
Zion Matriculation Higher Secondary SchoolChennai, India
HSC ( CLASS 12 - Group: Science with Mathematics)
03.2015
University Overview
Percentage: 95.08%
Skills
- Product Support
- Customer Service
- MS Excel
- SQL
- Basic Python
- Teamwork and Collaboration
- Leadership & Training
- Problem-Solving
- Strategic thinking
- SEO Optimization & Analysis
- Creative Writing
Languages
Tamil
English
Timeline
Senior Customer Support & Operations (Contractual Employee)
KNOW
09.2023 - 07.2024
Customer Support Specialist & Product Consultant (L3)
Vajro
07.2022 - 07.2023
Senior Customer Experience Associate - Customer Experience
Pickyourtrail
05.2019 - 07.2022
Graphic Design Intern
Shortfundly
11.2017 - 01.2018
Macquarie University
Master of Business Analytics
SSN College of Engineering
Bachelor of Engineering from Civil Engineering
Zion Matriculation Higher Secondary School
HSC ( CLASS 12 - Group: Science with Mathematics)
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