Customer Care Back Office

Objective:

To achieve a challenging position in a well - oriented organization, where acquired skills/knowledge will be utilized towards continued growth and advancement.

Qualification:

10th Standard from Sree Saraswathi matriculation School (68%) – 2002, Tamil Nadu, India.

Higher Secondary School from Victory Hr Secondary School (73%) – 2004, Tamil Nadu, India.

Bachelor of Computer Application from Alagappa University (71%) – 2007, Tamil Nadu, India.

Career Achievements:

08th Jan 2020 – 26-July-2020 : Indusind Bank, Chennai, India.

17th Feb 2014 – 30th July 2018 : Atria Convergence Technologies Private Limited, Chennai, India.

17th Apr 2012 – 05th Feb 2014 : Aegis Global Private Limited, Chennai, India.

Experiences:

Employer: Indusind Bank, Chennai, India. Period: Jan 2020 – July 2020.

IndusInd Bank stands tall today as one of the reputed banking brands in the country. The bank has been continuously investing in various advertising & marketing programs to enhance the brand image & recall. In an endeavor to emerge as best-in-class brand, IndusInd Bank has made 'Responsive Innovation' as a central theme of its brand building program.

Designation: Associate

Responsibility:

Taking care of complete Credit card Inbound and Outbound activities for PAN india.

Answer inbound calls and assist customers with their Queries/Request/Complains.

Raise Request & Complaints on behalf of the customer in the CRM tool.

Dialing a Outbound call for Generate leads and educate customers about new products & their benefits.

Inside sales of Up sell and cross sell various third party products to the customers.

Relevant work experience in collections and recovery of Bucket 1 and Bucket 2

Maintain and adhere to compliance guidelines.

Capture problem indicators, highlight and suggest improvement.

Adherence to the monthly Score card parameters including Quality, Efficiency and Accuracy

Coordinate with internal and external customers as necessary

Assure that the team addresses all relevant issues within the specifications and various standards

Working towards process goals

Employer: Atria Convergence Technologies Private Limited, Chennai, India. Period: Feb 2014 – July 2018

ACT Fibernet (Atria Convergence Technologies Pvt. Ltd.) is the 2nd largest ISP provider in the country. ACT is one of the country's most renowned triple play service providers with 1 million+ happy customers. ACT is headquartered in Bangalore and is spread across several towns & cities of Karnataka, Andhra Pradesh & Tamil Nadu. Pioneers in Fiber-To-The-Home technology in India, and we provides broadband on Optic Fiber.

Designation: Senior Customer Care Executive

Responsibility:

Taking care of complete inbound, outbound and Telesales activities

Escalate issues which cannot be resolved by the team

Provide guidance to the team based on management direction

Provide status reporting of team activities against the program plan or schedule

Coordinate the review, presentation, analysis and other documentation

Help keep the team focused and on track

Coordinate with internal and external customers as necessary

Assure that the team addresses all relevant issues within the specifications and various standards

Providing resolution for the complaints raised by the customer

Implementing new ideas to improve process

Working towards process goals

Employer: Aegis Global Private Limited, Chennai, India. Period: May 2012 – Jan 2014

Aegis is wholly owned by the Essar Group. Founded almost 30 years ago in the US, Aegis is a global business services and experience management company that helps global brands deliver improved consumer experiences via effective back office support. A presence in 13 countries, 56 locations, and with more than 55,000 employees, Aegis manages over a billion customer interactions with the help of its back office solutions every year for over 300 clients across verticals such as Telecom, Healthcare, Travel and Hospitality, Consumer Goods, Retail, and Technology. Aegis manages, enables, extends, and enhances business experiences for its clients and their customers across consulting, technology, outsourcing, and training and education. Aegis has won many accolades, including the “Best Contact Center Services Provider” by Frost & Sullivan (APAC), “Top Global BPO” by Global Services, and “Best Employer Award” by Aon Hewitt.

Designation: Customer Care Executive(international and Domestic)

Responsibility:

International Process ( 6Months)

Handled a Australian client for Mortgage Process.

Providing resolution for the Queries raised by the customer

Raising a Lead generation request after conformation from customer.

Conforming of Final Verification before sending Request to Related team,

Domestic Process

Handled Platinum and Solitare customer of telemedia in Airtel QRC

Providing resolution for the complaints raised by the customer

Billing customer service Sales & Marketing related SR’s

Having Sound knowledge of product and process

Tracking customer issue and Request

Allocating the Number for LandLine and Broadband service

Addressing Team member if there is any issues

Working towards process goals

Personal Details:

Father’s Name : V. Venugopal

Date of Birth : 30th May 1987

Marital Status : Married

Nationality : Indian

Languages Known : English, Tamil and Malayalam

Permanent Address : # 23/45 Gandhi Nagar, 7th Cross Street,

Kallikupam, Ambattur.

Chennai – 600 053. Tamil Nadu, India.

Yours Sincerely

V.Vinith Kumar

V.Vinith Kumar

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

Mobile:0091-730-***-****

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