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Customer Service Management

Chennai Airport, Tamil Nadu, India
August 15, 2018

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Ophelia C Simon

Mobile No: +919*********

Email Address:

MBA - Human Resources and Finance postgraduate who is keen to find a position in the field of Relationship Management, customer service and communication to meet my competencies, capabilities, skills and education.


Skilled in building relationships with clients/customers, attracting suitable jobseekers and also matching candidates through previous work experience.

Considerable experience in training and development for students and corporates.

Highly driven and ambitious with strong academic background and a fast learner with excellent interpersonal skills.

Professional and Personal Skills

Customer Service Management


Use of Social Media.

Problem Solving.

Team management skills.

Competent user of most of IT systems, SAP CRM

Ability to work under pressure in an ever-changing competitive energy market.

Possess a flexible approach to a fast moving and changing business environment while working within a department.

Work Experience

Sitel - United Kingdom January 2016 to July2018

Deal with customer’s enquiries and make bookings via telephone and email, delivering first- class customer service in a dynamic and fast paced environment.

Resolve all customer queries/complaints within remit without escalation including in resort complaints, taking complete ownership and promoting positive outcomes for all clients.

Effectively and proactively administer all systems with accurate and up to date client information.

Support other colleagues during busy periods to ensure all service level agreements are fulfilled, ensuring a team centric environment.


Liaise / coordinate with and book through Hotels, Airlines, Tour operators, Transfer and Car hire suppliers on a daily basis.

Complete back office tasks which include contacting suppliers for confirmation for confirmation of bookings and cancelations ensuring all actions are fully documented. Freelancer - Training August 2015 to October 2015

Personality development training in colleges

Soft-skills and language training

Grooming students to attend interviews and succeed. Samrudh - Health May 2015 to August 2015

Client relations co-ordinator

The company manages the online marketing for the health industry - clinics - dental, fertility, fitness etc

As client relation co-ordinator, I managed clients’ needs ( online marketing requirements, website etc ) with my team in office which included technical team and designing team

Developing online marketing strategy and requests towards developing and updating clients’ websites Providing different design ideas for clients’ websites EDF energy, Exeter, Devon – UNITED KINGDOM November 2011 to May 2014 Customer Service Advisor

Handling customer complaints via telephone, letter and email related to erratic metering and billing issues

Using advanced problem solving techniques to sort customer complaints and criticism

Explaining processes and procedures effectively, ensuring that professional standards of customer service are maintained.

Working with SAP (CRM)

Providing professional, expert service with a personal touch, treating each customer as an individual & understanding the customer’s situation before taking action.

Identifying and acting on any development needs including promotion of products and services

General administrative duties such as filing, photocopying

Essayed the role of an individual contributor where minimum service targets were 4 customer calls per hour

Highest target achieved – 6 calls per hour.


Senior Advisor – CRT (CRT – Complaints Resolution Team)

Member of the escalation cell, where customer grievance escalation was handled through telephone and email.

Dealing with issues that have escalated to consumer court level, which includes representing the company at court.

Updating your business knowledge in a competitive market and also reviewing products, processes and industry requirements.

Team Member KFC (Part time), UNITED KINGDOM July 2011 to April 2012

Managing the till and servicing customers.

Must have a flexible approach in a fast moving and ever demanding business environment.

To personally manage your own performance and targets, identifying and acting on any development needs.

Freelancer (Part-time) – Resourcing & Contract recruitment April 2005 to April 2008

Free lancing in providing manpower for different promotional activities

Promotional Events conducted for - Airtel, Hutch, Louis Philippe and Gatorade

Provided part time employees for events and earned though commission basis. Education and Training

M.B.A 2009 – 2011, Finance and HR, Sathyabama University, INDIA

B.Com 2005-2008, Commerce, Stella Maris College, INDIA

Certificate of Training: Core foundation for Teaching- RDS Recruitment Development Solutions-UK, London

Computer skills: Microsoft Word, Excel, Access, PowerPoint, Outlook

Language skills: English (fluent), Tamil (fluent) and French (moderate). Personal Details

Date of Birth: 28th April 1988

Interests: Music, Dance and Teaching

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