Customer Service

DHANASEKAR S.

A Resolute Professional

M: 984**-*****

E: ****************@*****.***

ACADEMIA

Bachelor of Commerce (Corporate

Secretaryship) - Ramakrishna Mission

Vivekananda College - Chennai, 2013

SKILLSETS

Communication Skill

Customer Service Skills

Problem-Solving Skills

Technical Skills

Time Management

Teamwork and Collaboration

Attention to Detail

CERTIFICATIONS

NISM IIB National Institute of Securities

Market - Sep 2021

NISM VA National Institute of Securities

Markets - Jan 2018

Microsoft Certification National

Institute of Information Technology

Mar 2010

PERSONAL INTERESTS

Watching Movies

Playing Cricket

Listening Music

PROFESSIONAL OUTLINE

A seasoned professional offering 6.5 years of progressive experience majorly in BPOs. Last spearheaded CAMS as Senior Executive. Possess motivational management style with a record of building & retaining high performance teams.

SIGNATURE STRENGTHS

Operations Management

Ensure smooth functioning of processes, driving improvement and implementing adequate measures to maximize customer satisfaction level

Ensuring maintenance of the agreed SLA and thereby focusing on maximizing customer experience while optimizing costs

Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency Process Management

Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level

Mapping business requirements, coordinating in developing & implementing processes in line with pre-set guidelines and leading process improvement initiatives

Customer Relationship Management

Looking after overall customer servicing to improve relationships by anticipating their future requirements, being proactive and working towards helping them achieve desired goals

Initiating & sustaining efforts for better customer satisfaction scores and conducting sessions to provide regular update on enhancements

Cementing healthy business relations with customers, ensuring 100% customer satisfaction by achieving delivery & service quality norms Team Management

Support and sustain a positive work environment that fosters team performance, possess proactive attitude, capability to think in & out of the box

Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations

Proficient at managing & leading large teams for running successful operations with experience of developing service standards CAREER CONTOUR

Senior Executive

CAMS Nov’ 20 – Jun’ 23

The Attainments:

Received numerous appreciation emails from clients (ICICI Prudential Mutual Fund).

Awarded Sodexo coupons for maintaining a 100% error-free record. The Accountabilities:

Prioritized high-priority customer emails promptly for optimal satisfaction and retention.

Conducted thorough training sessions for new team members, enhancing their skills and contribution.

Generated detailed daily reports for pending AMC emails, facilitating proactive issue resolution.

Maintained weekly TAT reports, optimizing team efficiency and effectiveness.

Coordinated dispatch of physical checks, enhancing transaction processes.

Submitted comprehensive reports on CRM activities for AMC management.

Managed a team of 4, fostering collaboration and ensuring adherence to standards.

Represented AMC ICICI mutual fund, resolving customer inquiries via email efficiently.

Managed inbound calls for AMC clients and internal teams, ensuring smooth communication.

Verified customer request documents for compliance with guidelines.

Processed various customer requests like COB, COC, PAN changes, and bank mandates using the portal.

Collaborated with purchase, SIP, and KYC teams to expedite customer requests.

CPA Executive

L&T Financial Service Aug’ 19 – Mar’ 20

The Attainments:

Appreciated by Zonal manager for an exemplary month end performance

The Accountabilities:

Verified customer loan documents and checked the CIBIL score for initial eligibility.

Cross-checked for any default payments in the customer's CIBIL score.

Corresponded with the vendor team for legal and address verification.

Prepared CAM (Credit Analysis Memorandum) sheets, entering customer details, existing loans, income details, and loan requirements, and forwarding them to manager for loan proposals.

Printed out positive legal and address verification reports and attached them to loan documents.

Generated reports on total disbursements and sent them to Zonal manager.

PAST ASSIGNMENTS

Processing Officer

CAMS Aug’ 16 – Dec’ 17

Senior Process Executive

Cognizant Technology Solutions Mar’ 14 – Jan’ 16

PERSONAL DOSSIER

Date of Birth: 28-09-1990

Marital Status: Single

Address-: 5/9 Roopa flats,

Chengalvarayan Street, Triplicane,

Chennai - 600005

Contact this candidate