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HELLO MY NAME IS...

AMALAMOL RAJU

SENIOR CUSTOMER SUPPORT EXECUTIVE

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About

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Technically skilled IT Specialist with 3+ years of experience resolving complex issues across SaaS, ERP, and CRM platforms. Proven track record of managing escalations, improving documentation, and automating workflows to boost support efficiency. Skilled in tools like NetSuite, Zendesk, Azure DevOps, and Salesforce. Strong communicator with ISO 27001 audit exposure and leadership experience. Actively seeking opportunities to contribute technical, customer-facing, and problem-solving skills in a dynamic IT operations role.

Profile

  • Fullname: Amalamol Raju
  • Birth Date: May 7, 1999
  • Job: Senior Customer Support Executive
  • Website: https://araju55.github.io/
  • Email: araju5500@gmail.com

Skills

  • 90%
    HTML5
  • 85%
    CSS3
  • 80%
    Java
  • 40%
    Python
  • 35%
    C and C++
  • 20%
    JavaScript
  • 60%
    mySQL
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Resume

More of my credentials.

Work Experience

Senior Customer Support Executive

June 2024 - Present

Webexpenses - Witney, Oxfordshire, England, United Kingdom

  • Took full ownership of knowledge escalations from Level 1 and 2 Support, ensuring thorough investigation and resolution of complex technical issues
  • Acted as a key point of contact between support, development, and QA teams, translating technical issues into actionable items for engineering teams
  • Managed the Support Escalations queue, maintaining oversight of outstanding issues and driving timely responses
  • Created, tracked, and maintained bug reports within DevOps, improving visibility and accountability across cross-functional teams
  • Provided advanced technical support and guidance on ERP platforms, including NetSuite, Sage Intacct, and Xero
  • Represented the Customer Support team during the ISO 27001 audit interview, demonstrating working knowledge of information security protocols, compliance expectations and risk mitigation frameworks
  • Consistently exceeded SLA targets, contributing to enhanced customer satisfaction and retention
  • Provided managerial coverage, ensuring leadership continuity and operational effectiveness

Customer Support Executive

June 2022 - June 2024

Webexpenses - Witney, Oxfordshire, England, United Kingdom

Main Responsibilities:
Responding to customer enquiries from a variety of channels including telephone, email and online chat (approximately 40 support tickets per day)
Manage internal and external customer enquiries and complaints in an efficient and timely manner
Take full ownership of customer enquiries with a positive and proactive approach to seeking a solution
Understanding the complete enquiry and ensuring it is logged accurately and in line with QA standards
Analysing and investigating the enquiry, using all tools available to reach a resolution
Reacting to support issues which require a quick turnaround
Identifying and escalating high-risk cases
Liaising with and providing feedback to the Product Development, Software Development and QA teams regarding customer requirements, bug fixes and ensuring the smooth running of the Webexpenses service
Meet and exceed individual and team targets, KPI’s and department objectives
Maintain our Service Level Agreement for calls, written communication and Web enquiries
Establishing, developing and maintaining strong positive and supportive relationships with key stakeholders
Provide and maintain a high level of service, with a professional representation of the Company at all times
Undertake duties as requested by the Customer Support Team Leader and Head of Professional Services

Booking Valuation & Survey Co-ordinator

June 2021 - September 2021

e.surv Chartered Surveyors - Kettering, Northamptonshire, England, United Kingdom

You'll take ownership of booking surveyor inspection appointments with our customers from across the UK. You will work to agreed targets and SLAs to ensure our customer journey is quick, professional and consistent. You'll act on behalf of our clients to ensure the service we offer meets their requirements as well as ensuring a good impression of them and us as companies.

Main Responsibilities:
You'll take inbound/make outbound calls to book surveyor inspections by telephone across the UK
Work to booking targets (number of appointments booked per day, number of calls made, telephones specific targets)
Use assertive/persuasive skills to book appointments within client SLAs
Ensure the customer journey when booking the appointment is easy, professional and focused on customer service
Achieve operational excellence in all aspects of activities, processes and procedures undertaken
Promote e.surv in all written and oral communications
Develop and maintain excellent staff relationships with internal colleagues and external suppliers and customers.

Customer Assistant (Festive Colleague)

November 2020 - December 2020

Tesco - Oxford Retail Park, Cowley, Oxfordshire, England, United Kingdom

Main Responsibilities:
Operating Checkout tills
Checking customers' age on age-restricted items
Taking payments
Removing security tags
Processing store loyalty cards, coupons & vouchers

Information Systems Intern

July 2019 - July 2020

RCI Financial Services Ltd - Maple Cross, Rickmansworth, Hertfordshire, England, United Kingdom

Main Responsibilities/Work Completed:
IS Production, project, and development work
Automated testing using Selenium
Automating web services and bug fixing
Bug fixes in Java using the Eclipse IDE and SQL
Automated FAQs project work
Support for the Organisation and Projects Team e.g., setting up the IS Satisfaction Survey, providing user/dealer network support and setting up system accesses

Team Member Star

October 2017 - May 2019

Pret A Manger - Bicester Village, Bicester, Oxfordshire

Main Responsibilities:

Actively greeting customers and maintaining consistent levels of communication and service across the restaurant
Taking decisive actions to improve customer services and restaurant experience
Dealing with customer queries, complaints & orders on a regular basis
Maintaining clean and visual standards across the store
Operating tills
Assisting barista and customers

Key Achievements:
Mystery Shopper Outstanding Card (x2)

Education

Information Technology Management for Business (Top-up)

September 2024 - May 2025

Oxford Brookes University

  • COMP 6031 - Cloud Computing and the Internet of Things
  • COMP 6013 - BSc Computing Project (Double)
  • BMGT 6026 - Business at the Cutting Edge
  • COMP 6037 - Foundations of Data Analytics
  • BMGT 6024 - Business Ethics
  • COMP 6026 - Software Project Management

BSc (Hons) Computer Science

September 2017 - May 2023

Oxford Brookes University

  • COMP 4004 - Understanding Programming (Double Python)
  • COMP 4009 - Foundations of Computer Systems
  • COMP 4007 - Networking and Multi-media
  • COMP 4005 - Introduction to Object-Oriented Programming (Java)
  • COMP 4003 - Professional Software System Design
  • COMP 5020 - Foundations of Security
  • COMP 5017 - Data Structures and Algorithms
  • COMP 5013 - Web Application Development (HTML/CSS/JQuery/JavaScript)
  • COMP 5022 - Innovative Product Development (Double)
  • COMP 6030 - Software Engineering
  • COMP 5004 - Software Development with C and C++
  • COMP 5011 - Databases
  • COMP 5001 - Foundations of Computation
  • MATH 4004 - Mathematics for Computing
  • COMP 4006 - DevOps
  • COMP 6032 - Artificial Intelligence
  • COMP 6011 - Machine Learning
  • COMP 6022 - Game Development
  • COMP 6031 - Cloud Computing and the Internet of Things
  • COMP 6013 - BSc Computing Project (Double)
  • COMP 6015 - Principles of Secure Operating Systems

A-Levels

September 2015 - August 2017

Kettering Science Academy

  • A-Level Product Design
  • A-Level Applied Business
  • AS-Level Media Studies
  • AS-Level Physics
  • Level 3 Cambridge Technicals in IT

GCSE's

March 2012 - August 2015

Kettering Science Academy

  • GCSE Product Design
  • GCSE French
  • GCSE English Language
  • GCSE Mathematics
  • B-TEC Principles of Applied Science
  • B-TEC Applications of Science
  • GCSE Geography
  • GCSE Engineering
  • B-TEC Sport
Portfolio

Check Out Some of My Works.

Currently being updated.

Global Airways Project

Global Airways Project

Global Airways - Web Development
Walking Pal App

Walking Pal

Walking Pal - App Development
Victory Van Driver

Victory Van Driver

Victory Van Driver - App Development
Victory Van

Victory Van

Victory Van - App Development
iCompleat Toggle Automation

iCompleat Toggle Automation

iCompleat Toggle Automation
Logo Designing

Logo Designing

Logo Designing
Logo Designing

Logo Designing

Logo Designing

100

Projects Completed

40

Happy Clients

200

Awards Received

500

Crazy Ideas

4000

Coffee Cups

7000

Hours
Contact

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If you have any questions or enquiries, leave me a message here. I will gadly answer them for you! I will try to respond as soon as possible.

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WHERE TO FIND ME:

UK

EMAIL ME AT:

araju5500@gmail.com

CALL ME AT:

Mobile: (+44) 7000 000000