Customer Service Professional Experience

VIVEKANAND P

Plot **B/*, Fist Street, Ramalingam Nagar Extn,

Madipakkam, Chennai, 600091.

Mobile: +91-805*******

Email: *************@**********.***

PROFESSIONAL QUALITIES & STRENGTH

Recognized for my good people skills

Fair understanding of content management

Good analytical skills and Critical thinker for quick resolutions

Having learnt many skills, I am seeking a position to utilize these skills in an Organization that offers professional growth.

EDUCATION

Qualification

Year

University

SSLC or 10th Standard

1989

State Board of Kerala

12th or Pre-Degree – 2years

1991

Calicut university, Kerala

Bachelors in Commerce – 3 years

1994

Calicut university, Kerala

DOB: 31-05-1974.

PROFESSIONAL EXPERIENCE

August 2015 – May 2017

Bharat Matrimony, Chennai.

Assisted Service

I joined Assisted Service Quality Department of Bharat Matrimony on August 2015 and after learning many skills in service, quality control, Quality auditing,Internal Quality monitoring, customer satisfaction survey, setting up of Quality parameters and guidelines. After one year I got transferred to International Assisted Service of Bharat Matrimony.

August 2010 – July 2015

Royal Sundaram Alliance Insurance Company Ltd, Chennai

Customer Support Officer

I gave resolution to customer who disputed the claim settlements, through calls. Simultaneously gave resolution by emails and chat also. Cross trained in renewing the products and also handled retention calls. I retained many customers and generated revenue for the company. Due to exceptional multi-tasking ability I supported other internal back office teams by calls and emails. I have exceeded quality targets every month.

Achievements

Expert in providing First Call Resolution. Many customers during Customer Satisfaction Survey

gave positive feedback.

Toughest customers and complicated cases were transferred to me.

Although worked for the claims settlement team, I was the only agent trained to call new customers

to check the policies they received.

PROFESSIONAL EXPERIENCE

November 2008 to June 2010

G. K. Associates, Kerala

Legal Research Analyst – Freelancer

I did legal research in connection with publication of Kerala and Karnataka Law Journals. Interacted with many lawyers in Kerala and Karnataka on a daily basis to collect the data related to latest legal judgments. Compiled and edited the collected data. Before submitting the file for legal publication, did proof reading to zero out the errors.

Achievements

Planned and implemented the process to eliminating errors which saved lot of time and cost to the organization.

Due to the implementation of the above process, revalidation of data was subsequently reduced and work flow was eased.

December 2007 to July 2008

Virgin Mobile India, Pune.

Customer Care Executive

Worked in the pilot batch when the project was launched in India. Resolved customer’s queries with regards to services like recharge stations, operation localities and also took feedback from prospective customers, which helped in generating revenue to the company.

Achievements

As it was a new company, gave First Call Resolution on 70% of the calls received.

Instrumental in implementing quality parameters for better customer service.

Finished ground work and set quality standards for the future executives to work effectively for the betterment of the organization.

LANGUAGES KNOWN

Language

Speak

Read

Write

English

Hindi

Malayalam

Tamil

x

x

OTHER ACTIVITIES

Active member of People’s Council for Civil Rights at Thalassery in Kerala from August 2009.

Was a coordinator for the seminar held in August 2009 on Communal Violence. Imparted knowledge to people on Communal Violence Bill 2005 which included Prevention, Control & Rehabilitation of victims. Conducted workshop on Right to Information Act 2005, conducted by People’s Council for Civil Rights, Kerala.

Active member of Chennai Trekking Club (CTC) from November 2010. Works involve :

Sea shore cleaning activities held in January 2016.

Tree plantation and maintenance activates across Chennai.

Travelled to villages around Chennai and imparted knowledge on environment protection and importance of afforestation.

Volunteered in Green Turtle conservation activities. Protected Turtle’s eggs and safely transported them to hatchery.

REFERENCES

Available upon request

DECLARATION

I hereby declare that all the details furnished above are true to the best of my knowledge and belief.

Place : Chennai,

Date : Vivekanand P

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