Customer Service Care

Valarmathi S E-**, Amudham Colony, ********************@*****.*** South boag road, Mobile : +91-908**-*****, 729***-***** T Nagar, Chennai – 600017.

Objective:

To be associated with a progressive organization that gives me scope to apply my knowledge and skills and to involve myself as a part of the team that dynamically works towards the growth and success of the organization. To attain the summit of excellence in every endeavour driven my zeal and empowered by the skills gained by me.

Certification and Achievements:

Certified QMS Lead Auditor – ISO 9001:2008

General Strengths:

Good technical and analytical/problem solving skills

Experience in learning and excelling at new technologies as needed

Excellent skills in communication and collaboration

Self motivated achiever with an established reputation for reliability, smart work, commitment, teamwork and flexibility

Willing to take new task assigned when required

Multi-tasking with the ability to balance several assignments at a time

Yearn to learn, adapt & deliver

Strong in verbal and written communication, good at maintaining a high level of working relationship with all levels of personnel

Ability to work independently as well as in groups, good team player

Customer Relationship Management skills, interpersonal skills though introvert.

Work Experience:

Sr. Quality analyst at iOpex Technologies Private Limited from April’14.

Quality analyst at iOpex Technologies Private Limited from April’13.

Consultant-Customer Service at Sutherland Global Services Private Limited from Dec’11 till April’13.

Customer Care Manager at V3 Automotives Pvt Ltd since Jul’10 till Jan’11.

Customer Care Officer at ABT Maruti since Apr’08 till Apr’10.

Front office Executive CARS India Pvt Ltd since Jul’06 till Mar’08

Customer Service Supervisor at Health & Glow (RPG Guardian Ltd) since May’97 till Jan’06.

Summary:

15+ yrs of experience in Customer Service and Improvements

Conducted training sessions on Sales, Customer satisfaction policies, quality standards, process and procedures.

Handled a team of 63 members.

Co-ordinated and Organized yearly customer events and campaigns.

Have been awarded twice for quality of work

Roles and Responsibilities:

at iopex Technologies Private Limited as Sr.Quality Analyst

Monitoring calls of US Voice for Comcast, Norton, AOL, AVG and XHome security, from Apr’13 till date.

Bring in necessary changes to the process and constant updates of call center core process.

To check whether the CSR has incorporated Knowledge and competence and the customer was able to comprehend to what the CSR was talking about

Setting up quality targets and driving teams to meet it up through huddles and team meetings

Team and individual feedback sessions to share feedback and appreciate good works.

Collaborating with Team Leaders to understand each other’s expectation to achieve the target along with teams.

Conduct internal weekly calibrations

Audit on Auditors(Q on Q)

Also a part of internal ISO team to ensure quality standards based on 9001, 20000 and 22000

at Sutherland Global Services as Consultant-Customer Service:

US Voice - Dell Customer technical support. (Certified Technician) from Dec’12 April’13.

Meeting targets and being productive.

Enhancing and sharpening personal skill to adopt for changes

Sharing the best practice with colleagues.

Answering calls in a prompt courteous manner listening and understanding the customer needs.

Taking Inbound calls by maintaining the call structure and call Quality.

Helping the Co-Members on the call in terms of process and if needed in terms of soft skills.

In absence of supervisor taking escalation.

at V3 Automotives as Customer Care Manager :

Creating leads to improve the business both sales and service.

Enhancing the customer satisfaction by following J.D. Power parameters.

Responsible for the team and its performance.

Preparing MIS

Handling customer complaints

Dealer vehicle stock management

One point contact to Hyundai factory on vehicle movement.

Twice attended quarterly reviews at factory and projected dealership achievements

at ABT Maruti as Customer Care Officer :

Handled a team of 39

Enhancing the customer satisfaction by following J.D. Power parameters.

Lead a team, to Co- ordinate and build up customer care/support.

Responsible for the team and its performance.

To Co-ordinate and organize the yearly customer events and Campaigns

Analysis report of Daily, Weekly and monthly.

Responsible for business development in a progressive manner.

Handling customer complaints

Solution provider.

Preparing MIS

Conducting training sessions on Customer satisfaction policies and procedures.

at CARS India as Front office Executive:

Handled a team of 63 members.

Preparing analysis and performance report of Field sales executives.

Arranging customer meets

Assisting GM in setting targets to executives

Dealer vehicle stock management.

at Health & Glow as Customer Service Supervisor:

Handling customers

Preparing daily reports of stock Vs. Sales to Top management.

Handling customer complaints.

Educational Qualification:

B.Com.,

Personal Details:

Husband’s Name : Mr. Maariappan T

Date of Birth : 25th July 1980

Languages known : Tamil, English

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

Valarmathi S

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