Customer Service Representative

*

ARUN KUMAR.S

No: */**, Plot no: **, Lakshmi Nivas Illam,

Senthil Avenue Main Road, Sembakkam, East Tambaram,

Chennai – 600073, Tamil Nadu, India.

• E-mail: ****.****@*****.***

• Mobile: (91-900-***-****

OBJECTIVE: Aiming to utilize my proven customer service and communication skills

effectively to the success of the organization in a challenging and fast paced environment.

HIGHLIGHT OF QUALIFICATIONS

Four Years Ten Months of experience in Customer Service Industry in handling customer

queries, feedback and escalation email and inbound calls as well.

Awarded as Champ of the Month during Oct and Nov 2013 in MAERSK.

Appointed as a FOCAL for NAM cluster to manage the AUTO TOOL Process in MAERSK.

Customer Service Award won during March 2013 in MAERSK.

Special Award won as one of the member in achieving October month stacks in IBM.

Award won for Top sales doer during December 2011 in IBM.

Promoted to Level-2 desk within six months from the date of joining in ALLSEC.

Awarded as a Best performer in ALLSEC and named as a Strong Team Player.

Promoted as an NPI - New Product Informer from Oct 2010 in ALLSEC.

Demonstrated exceptional communication and customer service skills; developed and

maintained professional relationships with clients and customers.

Highly developed teamwork skills, with the complimentary ability to initiate tasks and

projects independently.

RELEVANT SKILLS

Senior Customer Relationship Officer - VASCO

Responding to customers for their queries and feedback emails who process visa’s in

Pakistan (ETIMAD).

Providing Value Added Services to customers who visit Jeddah, Riyadh and Dammam.

Skilfully designed and implemented the complete process flowchart/PPT for future training.

Processing claims for KSA customers and maintaining data’s, reports and co-ordinating with

internal team to make settlement for the customers.

Senior Process Associate - MAERSK

Processed online/email shipments (Export) for NAM Cluster and confirmed accordingly as

per customer requirements with shipment number, ETD, ETA and container details.

Confirmed online shipments using AUTO TOOL which reduced the booking turn time.

Played a key role in suggesting ideas to make the process simple and easier.

Clarified queries, complaints & escalation emails for NAM region clients/customers.

Organized training sessions for new associates on Auto Tool and updating the customer

details in “Database” in order to process shipments.

Customer Support Executive - IBM

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Addressed query, complaint and escalation calls from customers.

Appointed as one of the member in SME (Subject Matter Expert) desk.

Maintained good quality scores and achieved obligations in a timely and accurate manner.

Award won for capturing more Problem Incidence from customer’s to improve our service.

Developed and maintained long-term relationships with customer through consultative

approach.

Customer Care Executive - ALLSEC

Competently resolved customer complaints and escalation inbound calls.

Consistently maintained quality scores more than 93% overall with zero Fatal Errors.

Generated consolidated reports of productivity hours for team members.

Formulated monthly targets and interfaced with the team to work on to achieve it.

Communicated to new Customer Care Executives regarding process/product knowledge.

WORK HISTORY

Senior Officer, VASCO Worldwide India Pvt. Ltd., Chennai, India Mar 2014 - Aug

2014

Senior Associate, MAERSK Global Services Pvt. Ltd., Chennai, India Mar 2012 - Feb

2014

Customer Support Executive, IBM Services Pvt. Ltd., Chennai, India Dec 2010 - Feb 2012

Customer Care Executive, ALLSEC Technologies Pvt. Ltd., Chennai, India Oct 2009 - Dec

2010

EDUCATION

B.E (E.C.E) Adhiyamaan College of Engineering (Anna University), Hosur, India 2003 – 2007

HONORS/CERTIFICATES

Honoured as a part of GSC-Focal for achieving “ STAR AWARD-2013” in Auto Tool

Globally.

Winner of various contests in capturing LEADS, PI’s, Stacks and in other activities.

Participated in three days program conducted by RIPE Institute.

KEY SKILLS

Communication, Planning and Organizing.

Initiative, Problem Solving.

PERSONAL DETAILS

Passport Number : L8215183.

Nationality : Indian.

Language Known : English & Tamil (Read, Write, Speak).

DECLARATION

I hereby declare that the above mentioned details are true to the best of my knowledge.

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@: ****.****@*****.*** yours sincerely

#: (91-900******* (S.Arun

Kumar)

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