Customer Service Computer Science

RECHAL KEZIAH.A

Mobile-+919*********

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

CAREER OBJECTIVE:

Seeking a senior role in Back Office/ BFSI industry with a growth oriented organization where I can fulfill my skill and knowledge as per best of my abilities and make my effective contribution to the organization for a bright and rewarding career.

PROFILE SUMMARY:

More than 5 years of valuable experience in banking and back office operations with work experience in the field of Customer Service.

In-depth experience in customer servicing and complaints handling both domestic and international

Proven commitments to customer service, with the ability to build productive relationships, resolves complex issues and win customer loyalty.

Extensive knowledge on BFSI and telecom industry with experience in establishing direct contact with the end customers.

Proficient in verification of KYC documents, sanction and disbursement of refunds.

Thorough knowledge of the MS office tools (working with MS excel)

ORGANIZATIONAL EXPERIENCE:

PROCESS ASSOCIATE- Tata Consultancy Services (TCS) (April 2012- October 2015)

Presently working in Tata Consultancy Services (TCS -BFSI BPO division), April 2012 - October 2015 as PROCESS ASSOCIATE in centralized customer relations team.

CORE COMPETENCIES:

As a part of Quality Monitoring Team (QMT), perform quality analysis and monitor work flow and detect errors in production thereby notifying the management and the client.

Maintaining Daily MIS production charts and report to Client Management.

Escalation handling and Error identification.

Establishing a Corrective Action Plan (CAP) for process deviation and non compliance.

KEY ACHIEVEMENTS:

Green Belt certification - Successfully implemented a lean project on TAT reduction that resulted in minimizing the overall production time of the unit.

Knowledge of handling 4 different processes with 2 international banks.

Cross trained on 4 different processes simultaneously in a shot span of 30 days and ensured the continuation of project following the regular SOP.

Nominated and won various on the spot awards and client appreciations.

Supported team leaders in presenting new updates on and process changes.

CUSTOMER SERVICE ASSOCIATE- E Mail Desk- TECH MAHINDRA LIMITED, CHENNAI

(June 2010-April 2012)

Responsible for providing first line resolution to customers.

Responsible for escalating process related issues to client

Responsible for preparation of accurate generation of daily dashboards.

Resolving customer complaints based on client feedback through development of new process and feedback.

Mentoring new joiners in E Mail process.

ACADEMIC QUALIFICATIONS:

QUALIFICATION

INSTITUTION

SPECIALIZATION

YEAR

BOARD/

UNIVERSITY

BSC

Nazareth College of Arts and Science, Chennai

Computer SCIENCE

2010

MADRAS UNIVERSITY

+2

RCM Higher Secondary School

Computer Science

2007

HIGHER SECONDARY

PERSONAL DETAILS:

Name

Rechal Keziah.A

Father s name

Late Mr. A.Abraham

Marital status

Married

Date of birth

16.03.1990

Languages Known

English, Tamil

I hereby declare that, all the information s given above are true, complete and correct to the best of my knowledge and belief and Iam ready to prove them on demand.

Thanks & Regards,

RECHAL KEZIAH.A

Place: CHENNAI

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