Customer Service Executive

Balakrishnan Ramadoss

New No **, Old No **, Anna Main Road, MGR Nagar, Chennai – 600 078.

Mob: 984**-***** Res : 24746051 email : *******@**********.***

CURRICULUM VITAE

To grow in an organization that provides a challenging environment in terms of learning and growth and to fulfill the expectations by constant delivery of the organizational objectives.

1. Worked in Merit as Senior Teleresearcher – From Dec 2015 Till Oct 2016

Job Responsibilties : Making Outbound calls to UK Construction companies to find out various stages of construction that happens all over uk.

2.Final Role in TCS – From Sep 2014 Till Mar 2015

Worked as Release Management Co-ordinator for Bank Of America.

Job Responsibilties : Coordinate disparate source trees, projects, teams and components

Using JIRA and Maximo Tools.

Previous Roles in TCS – From Feb’ 14 – Aug ‘ 14

Job Responsibilties : Worked in FRAUD PREVENTION Unit for a well known American Bank(USAA).

Previous Roles in TCS - From Sep 2010 – Dec 2013.

Customer Service Executive for a UK banking and UK Mortgage process(CITIBANK )

Job Responsibilities : Handling customer queries such as Transaction Activities,Setting up Fund Transfers etc.

3. Worked in CSS Corp. Pvt . Ltd (SLASHSUPPORT) as an Escalation Lead

a) From December’ 07 till July’ 10

REAL NETWORKS

(USA VOICE PROCESS) – as an Escalation Lead

Taking Escalation Calls For Entertainment products like Music,Games,Software.

Monitoring Agent Calls and Providing feedbacks to them to improve their Quality in calls.

Report Generation for the Entire Team on the following Metrics (CSAT,internal Quality scores,Break Timings)

Achievements and awards

Awarded the Best Escalation Lead for the quarter July’08.

b) From April ’07 to November ‘07

REAL NETWORKS

(USA VOICE PROCESS) – as an Associate

Retain the customer by explaining the features and benefits of the subscription which they are calling to cancel

Achievements

Always maintained the threshold for Retention and received a lot of customer appreciation.

Awarded as star of the Quarter for Oct’07

Achieved 99.99% Quality

c. From January ’06 – March ‘07

VONAGE

(USA VOICE PROCESS) – as an Associate

Worked as a Customer Service Executive for inbound VOIP Process and helped the customer by answering their general queries.(Billing,Usage,Type of Plans,Features)

Achievements

For the entire 14 months in the Vonage Process,always maintained CSAT above 90%.

Got the CSAT performer award 4 times.

4. Worked in Millenium Intech. Pvt . Ltd as a Team Lead

a.From March ‘ 05 till December ‘ 05

Mortgage Campaigns

(USA VOICE PROCESS) – as a Team Lead

Assited the agents in achieving their metrics by training them as per the needs of the process.

Monitoring Agent Calls and Providing feedbacks to them to improve their Quality in calls.

Report Generation for the Entire Team on the following Metrics (CSAT,internal Quality scores,Break Timings)

Mortgage Campaigns

(USA VOICE PROCESS) – as a Customer Service Associate

Fixed Appointments for USA Customers with Loan Officers for Refinancing.

Fixed Appointments for USA Customers with Loan Debt. Consolidation.

b.From November ‘ 03 till March ‘ 05

5. Worked in Amrutanjan. Pvt . Ltd

Mortgage Campaigns

(USA VOICE PROCESS) – as a Customer Service Associate

Fixed Appointments for USA Customers with Loan Officers for Refinancing.

Fixed Appointments for USA Customers with Loan Debt. Consolidation.

Passed Bachelor of Commerce in D.B. Jain College in 2000 – University of Madras.

Strong working knowledge in MS Excel.

Father’s Name P.Ramdoss

Mother’s Name R.Padmavathy

Date of Birth 11th November 1980

Languages known English, Tamil.,Japanese(Spoken).

I hereby declare that all the information furnished above is true to the best of my knowledge.

Date:

Balakrishnan.R

Contact this candidate