Customer Service Support

MARIYA.P.JOHNY

Pootheth (H),

Vadayampady P.O,

Choondy,

Ernakulam Dist- 682308

Phone NO: +91-996*******

E-mail: ***********@*****.***

CAREER OBJECTIVE

To work in a challenging and dynamic environment and to keep adding value

to the organization that I represent and serve, and to myself, while

concurrently upgrading my skills and knowledge.

WORK EXPERIENCE

1 year and 5 months experience as Customer Support Executive

CAREER

Company: Decatrend Technologies Ltd.,

Duration: 1 year and 5 months experience (08.11.2012 to 05.04.2014).

Platform: ITES {Business Process Outsourcing}

Designation: Customer Support Executive

Core: Online Sales & Customer support

Customers: Main customers - US & Canada; Subsidiary Customers -

International customers.

Software: LivePerson {Live Chat for customers} & Kana {e-mails for

customers} & Salesforce {emails for eBay customers}

JOB PROFILE:

* Being a Customer support specialist, we offer Customer service for

their customers about the products, order placement & returns

through Kana {email} besides Livechat.

* We assist the customers to place their orders & make sales for eBags

through Live chat.

* Process the Return Authorization number for the customers' orders,

which are to be returned.

* Escalating the unsolved customer's below issues to the client for

appropriate solution:

Order placement, Login issue, Payment method issue, Shipment, Product

inquiry, Gift certificate, Stock Availability, Discounts, Price guarantee,

Rewards points, Returns, Credit & et al.,

These aforementioned issues will be escalated if & only if these problems

were not able to be resolved by Customer support desk at our end.

* Follow-up the customers with solution for their problems through the

software called Kana {e-Business infrastructure solution for online

customer interaction. KANA Response is the only email & web form

management solution that fully automates the process of capturing,

documenting, interpreting, routing and prescribing answers}.

* Tackling different sort of customers with patience & assist them in

the best feasible way.

* Training the budding agents on eBags policies, Requirements, Quality

Systems & other Customer specific requirements.

* Helps the customer to track the delivery through UPS tracking

number.

* When customer returns the shipment, we will track the return

shipment through UPS tracking on the return label & process the

credit to the original mode of payment, if the credit wasn't

processed automatically on our system.

* Being a Customer support specialist for ebay.com, we offer Customer

service for their customers about the products being sold at

eBags.com, order placement & returns through Salesforce.com {email}.

* Processing the credits, Cancelling the unshipped Amazon orders &

confirming the shipment for the Amazon orders Amazon Seller Central

* Tracking number posting: will manually post the tracking number to

the appropriate orders for which tracking numbers were not

automatically posted once those orders are shipped out.

ACHIEVEMENT:

* Handled more number of Customers through Chats month-wise.

* Sustaining the Excellent rating for Chat performance rated by

Customers at chat Exit survey.

* Sustaining the Outstanding rating for Agent performance rated by

Customers at chat survey.

* Made numerous new customers into regular customers

* Star of the team proclaimed by Team Leader.

Team Leader Key Skills, Core Competencies & Strengths

* Organizational and management skills

* Excellent time management

* Motivational skills

* Leadership by setting examples

* Ability to understand the problems of members in team

EDUCATION

Degree / Name of the Institute / School Marks Academic

Qualification Scored Year

B.TECH (textile Pavendar Bharathidasan College 66.0% 2007 - 2011

technology) Of Engg & Tech, Trichy

Diploma (Computer PSG college of Technology, 80.0% 22.08.2011-

Aided Textile & Peelamedu, Coimbatore 21.11.2011

Apparel

Designing)

Higher Secondary St.Peter's Higher Secondary 72.0% 2004-2005

- Computer School, Kolenchery

Science

(Matriculation

Board)

M.A.M.E.M.H.S, Puthencruz 82.0% 2004-2005

S.S.L.C

TECHNICAL SKILLS

. Photoshop

. Coreldraw

. Texttronics

ACTIVITIES

* Participated ONE DAY LEADERSHIP CAMP held at PABCET campus conducted by

Youth Red Cross Society (2008).

* Certificate in two days WORKSHOP ON EMBROIDERY at PABCET campus (2008).

* Certificate in two days course on TEXTILE /SCREEN PRINTING TECHNOLOGY at

ARCHANAH ACADEMY INSTITUTE OF PRINTING TECHNOLOGY.

ACHIEVEMENTS

* Won third price for Poster Presentation at National Level Technical

Symposium - JAYA ENGG COLLEGE, CHENNAI (2010).

TRAINING

. Attended an Industrial training program at C.S.T.R.I., Bangalore for a

period of 11 days about DESIGNING ON DOBBY & JACQUARD held from

23.08.2010 to 03.09.2010.

. Attended 4 months training as Supervisor for Kids wear packing and

processing section at KITEX GARMENTS, Kochi.

PERSONAL DETAILS

Father's Name : P.Y. Johny

Date of Birth : 5th October 1989

Mother Tongue: Malayalam

Marital Status : Single

Languages Known: English, Tamil and Hindi

Religion & Caste: Christian - Jacobite

DECLARATION

I hereby declare that the above mentioned information is correct up to my

knowledge and I bear the responsibility for the correctness of the above

mentioned details.

Yours Sincerely,

(MARIYA.P.JOHNY)

Place: Choondy

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