Customer Service Contact Details
Resume:
Resume
CHETHANA SEUWANDI
Experienced Contact center officer, Quality assurance officer, Customer service trainer and a Team leader.
PROFESSIONAL EXPERIENCE
Career Summary
Seven years of experience providing customer support in a busy call center environment for mobile network, E-channeling, movie ticketing,dish TV, SOS Fund collecting and Unilever customer support.
Technically sound knowledge of modern computer applications along with fast typing speed.
More than six years of answering calls.
Warm and friendly voice with pleasant talking skills which proves to be an asset in answering calls.
Experience of holding a place as a Contact center officer, Quality assurance officer, Customer service trainer and a Team leader at internationally recognized BPO s (Dialog Axiata PLC Aegis Service Lanka).
Dealing with 100 to 200 calls daily.
Skills & Personality
Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
Excellent in public relations and customer service.
Strong analytical skills.
Good interpersonal, efficient time management and organizational skills.
Detail oriented with strong multi-tasking and negotiation skills.
Profound knowledge of MS Office with typing speed of about 100 wpm.
Warm friendly and engaging personality.
Ability to work hard and smart.
Outstanding loyalty and commitment to the customers.
Ability to work late hours with full efficiency.
Employment History)
Specialist- Quality Assurance (2013 August to 2014 November Aegis Service Lanka)
Analyzing past data and sending daily criteria for call evaluations.
Checking on customer complaints & providing feedbacks.
Handling two process (SOS Children’s Village & Unilever Pureit)
Providing real time feedbacks.
Conducting coaching sessions.
Evaluating calls.
Conducting customer satisfaction surveys and action according to customer comments.
Conducting training sessions for new recruits.
Conducting skill verifications.
Implementing required parameters to scorecards.
Creation of monthly, weekly dashboards and quality reports.
Conducting customer satisfaction survey.
Participating for call calibration sessions.
Analyzing past data and sending daily criteria for call evaluations.
Checking on customer complaints & providing feedbacks.
Providing real time feedbacks
Conducting coaching sessions.
Evaluating calls.
Conducting customer satisfaction surveys and action according to customer comments.
Conducting training sessions for new recruits.
Conducting skill verifications.
Implementing required parameters to scorecards.
Creation of monthly, weekly dashboards and quality reports.
Conducting customer satisfaction survey.
FirstSource Dialog solutions (2011 April to 2013 July) Officer - Quality Assurance.
Checking and auditing reports weekly.
Analyzing past data and sending daily criteria for call evaluations.
Timely Submission of daily, weekly & monthly reports on evaluations, customer complaints and rout course analysis.
Checking on customer complaints & providing feedbacks.
Identification of new processes & existing process level issues & escalation for corrections & process confirmations.
Coaching the Contact Center Associates as per the guidelines on the areas of improvements.
Conducting trainings for the new recruits and the existing staff when required.
Briefing the representatives from other organizations, units or divisions about the QA division and its responsibilities.
Analyzing data and finding the root cause of the attributes.
Draw action plans for the poor performers.
Maintaining service levels.
Participating monthly meetings.
Staffing and managing staff on a real time Basis.
Provide analyzed data and action plan for business improvement.
Dialog Axiata PLC-Contact Centre Associate – Group Enterprise Contact Management Services (2007 June to 2011 March)
Attending to customer queries.
Acting on queries received while negotiating with teams related to same.
Updating customer on feedback.
Reporting to the management via the immediate manager on development.
Handling all complaints at any given time.
Serving Dialog TV, postpaid, prepaid priority and cooperate customers.
Monitoring the Floor and guiding agents with their queries and other work related issues.
Attending training sessions scheduled by the training unit.
Skills
Skill Name
Skill Level
Last Used/Experience
Customer Service
Expert
Currently used/7 years
Call Center
Expert
Currently used/7years
Quality analyst
Expert
Currently used/3 years
Team leader
Expert
Currently used/1 year
Soft Skills Training
Expert
Currently used/3 years
English speaking,writing,reading
Expert
Currently used/15years
MS Word, Excel and Access
Event Coordinating
Expert
Expert
Currently used/7 years
Currently used/one year
Special Events,
Dubai Training (UAE)
I have been trained by MC Donald call center, for Marketing and customer relations in Dubai for ten days at hotel Shangri-La (1/8/2014 to10/8/2014)
EDUCATION
High School: Hemamali Girls’ College, Kandy
G.C.E (Advanced Level) 2006(from stream of Languages)
G.C.E (Ordinary Level)2003
CERTIFICATES
Diploma in Desktop Publishing.
Diploma in Web designing.
Diploma General English
REFEREE
Shaif Mohamed, Dilshan Gajanayake
Manager Quality Assurance,, Cost Controller,
Ikman Pvt Ltd. Hideaway Beach Resort,
+947******** Maldives.
I do hereby certify that the above particulars furnished by me are true and accurate for the best of my knowledge.
C S Abeysinghe
CONTACT DETAILS
Mobile: Land:
Email:
********************@*****.***
PERSONNEL DETAILS
Date of Birth:
2nd February 1986
Marital Status: Married
Nationality: Sri Lankan
Languages: English / Sinhala
Religion: Buddhism
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