Customer Service E Commerce

Resume

Work Domain Expertise:

●Collections

●Sales

●Customer Service

●Retention

●Email/ Chat

●Voice/ Non Voice

Name: Freddy Theophilus Pillay

Address: D/7, Mahavir Niwas, Behind L/N Temple, Sakinaka Mumbai

Email: **************@*****.***

Mob #: +91 - 869*******

Marital Status: Married

Experience:

COUTLOOT – E-Commerce Platform

Designation: Team Manager Customer Service

Duration: May 2022 till Date

Process: E-Commerce Customer Service Dept.

●Manage Inbound team of approx. 35 Customer Service Executives and ensure that all key metrics of performance as per the customer requirement are met and exceeded

●Preparing KRA for inbound & outbound team

●Preparing weekly rosters

●POC for Attendance & Leaves

●Manage team performance for Inbound & Outbound customers

●Managing escalations calls for Buyers & Sellers

●Managing Inbound Calls, Outbound Calls, Email, Chat & Seller Promotion Sale Process

Radius Global Solutions India Pvt. Ltd. VBPO

Designation: Team Leader Operations

Duration: Jul 2020 - Feb 2022

Process: American Express Legal Dept.

●Inbound/ Outbound Customer Service for American Express CC

●Achieving C-Sat target of 98% daily

●Managing a team of 16 Agents

●Ensure order entry compliance - implement project management process to improve backlog management efficiency for customer satisfaction

●Managing performance with weekly and Monthly feedback

●Coaching and training of OJT associates

●Attending manager callbacks

●Weekly Call Calibration with AMEX client, Country Head, VP, Sr. VP & Senior Managers

●Owner for TX market

●Handle customer issues and concerns as necessary including escalated issues

●Provide training and development of direct reporting staff with coaching to improve performance and to assist in their development

Accenture Solutions Pvt. Ltd.

Designation: Team Lead Operations

Duration: October 2019 - Mar 2020

Process: SPS - MMI for Amazon email process. (E-commerce B2B)

●B2B resolutions provided to sellers

●Managing a team of 2 SMEs and 14 Associates with Auditing, PIP, Weekly and Monthly feedback sessions on performance.

●Abiding and certifying that all resolution mails directed to sellers should be 100% seller satisfaction

●Closely monitoring team performance daily.

●Ensure order entry compliance - implement project management process to improve backlog management efficiency for customer satisfaction

●Creates, manages, and monitors teams’ daily/weekly metrics on their MDI [managing for daily improvement] board

●Strong customer service skills, including the ability to remain flexible and calm in high pressure or continually changing situations

Ocwen Financial Services Pvt Ltd. (Mortgage Collections Inbound/ Outbound) Designation: Sr. Analyst Operations

Duration: Jan 2013 - October 2019

Process: Mortgage Collections Inbound/ Outbound/ Modification/ SS/ DIL/ Letter Proofing

●Giving appropriate financial Advice to the Borrowers. Ensuring to meet the regular targets.

●Abiding and certifying that all the correspondence directed should be rendered in

By CFPB guidelines

●Planning, Executing, and Closing Projects Providing Business Units Support by engaging

And managing implementation and Cross Department Functionality.

●Closely working with the upper management to make sure that the scope and direction of each project are on schedule, as well as other departments for support.

●Worked for Legal & Compliance Department (LMCS) managing a team of 10-12 Analyst with support function for operations

Hutchison 3Global Services Pvt. Ltd.

Designation: Customer Relation Exe (SME)

Duration: Jul 2009 – Oct 2012

Process: Retention/ Customer Service/ Sales

●Retaining UK Customers & Retaining Contract Cancellation.

●Training OJT Batches, achieving targets, and clearing for the live floor.

●Providing Customer Support.

●Giving the best possible option to retain the customers.

●Always been the best performer.

●Always ensured to meet the targets regularly.

●Engaged in full-time Floor Support.

Intelenet Global Services Pvt. Ltd.

Designation: Customer Relation Exe.

Duration: Jun 2007 - Jun 2009

Process: Barclays CC Customer Service/ Sales

●Customer Service & Sales

●Deep knowledge of the group sales process for all brands and how to close a sale

●Ability to work within a team and work well under pressure

●Ability to drive resolution, meet deadlines and goals and multitask

●Proven track record of achieving required sales, margin, expense, and labor targets

●Strong organizational and time management skills

●Good communication and leadership skills

●Providing Customer Support.

●Resolving queries if any.

●Been Financial Advisor to the customers.

Overseas Assignments for the Middle East and Asian countries K.S.A, Bahrain, UAE, Sri Lanka Aug 1996 - Jan 2004 Sales & Marketing Business Development Manager/ Resident Manager

●Field Sales, Project Handling & Administration

●Interacting with clients daily for giving updates about the daily reports.

●Handling center targets and achieving the same.

●Act as a bridge between the client and the center.

●Also did Outbound Selling for FMCG products.

●Engaged in 3 * Hotel Management as Resident Manager.

●Specialize in setting up Distribution networks by identifying and appointing distributors.

Education:

Imperial Institute of Management Science & Research

Bachelor in Business Administration (BBA) New Delhi 2015 - 2018

Higher Secondary School Certificate Mumbai H.S.C 1991 - 1992

Secondary School Certificate. Mumbai S.S.C 1989 - 1990

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