Edwin Dass A

About Edwin Dass A

Customer-focused IT professional with 3+ years of experience across technical support and product support roles. Proven expertise in international voice-based support (inbound & outbound), resolving customer issues via phone and email using ticketing tools. Strong in Root Cause Analysis (RCA), CSAT improvement, documentation, and cross-team collaboration. Customer-focused IT professional seeking a Technical Support Engineer role, leveraging strong international voice support experience, hands-on troubleshooting skills, and a customer-first mindset to deliver high-quality support with first-time resolution.Willing to work rotational and night shifts.

Experience

1. Customer Services Associate

   IRIS Software Group

   Jan 2024 — Present · Chennai, IN

   Resolved UK customer queries via inbound calls by performing RCA for license/renewal issues. Conducted outbound onboarding calls and followed up on missed connections. Improved CSAT by analyzing and resolving unsatisfied customer tickets across chat, mail, and phone. Created Documentation and knowledge transfer activity for internal training.PROJECTS HANDLED: Proactive Calls: Reached out to past customers with offers to drive repeat business. Onboarding Coordination: Scheduled and facilitated orientation calls for new product users. CSAT Review: Audited agent responses, conducted RCAand ensured complete resolution for customer queries.

Education

• Sacred Heart Convent Anglo Indian Hr.Sec.School

  Class XII

• The Claribel Matric School

  Class 10th

• Loyola College

  Bachelor of Science - Bsc, Computer Science