Customer Care Assistant

CURRICULUM VITAE

Satheesh Somasundaram

No: **/9Cardinal Cooray mw,

Hendala, Wattala.

Contact No: +947********

PROFILE

I’m a self motivated smart worker and committed individual with good communication and management skills.

Date of Birth : 16th May 1985

N.I.C. No : 851373012V

Gender : Male

Civil Status : Single

Nationality : Sri Lankan

School : St. Joseph’s College, Colombo -10

PROFESSIONAL EXPERIENCE

Worked as a Customer Care Team Leader at IDP Colombo 3 from December 2018 to 27th may 2020

Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services.

Supporting the marketing team, lead extraction from Web and FB and preparing report for counselors.

Ensuring agents understand and comply with all call center objectives, performance standards, and policies.

Answering agent questions regarding best practices or difficult calls.

Identifying operational issues and suggesting possible improvements.

Monitoring and evaluating agent performance, providing learning or coaching opportunities and taking corrective action, if necessary.

Preparing reports and analyzing data to assist management as they determine call center goals.

Working with other management team members to support agents and maximize customer satisfaction and also supporting event.

In addition to administrative responsibilities, the Team leader may be expected to perform follow-up work as well depending upon the requirement.

Identify trends within the portfolio to aid collections and improve the productivity

Worked as a Assistant Team Lead at GBS Pvt Ltd, a private Business processing located at Mabola. From April 2017 to March 2018

Worked as a Senior Billing Executive at Medigain Pvt Ltd, Colombo From 17st July 2009 to Jan 2016.

Responsibilities:

Allocating job role to the team members on a daily basis to meet the required target and sending the daily clients reports.

Leading the billing department by allocating jobs and maintaining ongoing process without delay

Corresponding with the USA based insurance companies within the stipulated time period to handle the client’s claims.

Participate in the new pilots projects & work towards proper transition of knowledge to team.

Preparing team performance reports on weekly basis for managerial purposes.

Mentor analysts and senior analysts. Supervise and train junior staff or new trainees and encourage staff.

Worked as a Customer Care Representative at Lanka Bell (PVT) LTD, Colombo From 1st July 2007 to July 2009.

Responsibilities:

Answer inbound calls as well as assist customers who have specific inquiries

Build customer’s interest in the services and products offered by the company

Follow up the calls of the client with clerical duties which includes faxing, filling up as well as liaising with other department.

Worked as a Cashier cum Shop in charge at ODEL (PVT) LTD. Since 20th January 2006 to 30th June 2007

Ensure that each customer receives outstanding service by providing a friendly environment.

Assist in floor moves, merchandising, and display maintenance.

PROFESSIONAL & EDUCATIONAL QUALIFICATIONS

Fully Qualified Advanced diploma in Business Management at PIBM institute.

Currently following MBA in Oxford College of Business completing on 2020 November. 100 Thurstan Rd, Colombo 7

Certificate in Ms Office packages (Excel and Word)

Successfully completed Diploma Course in computer studies and computer hardware.

G.C.E. Advanced Level Examination Commerce stream 2005 Batch

NON – RELATED REFREES

1. Mr. Parameshwaran. 2.Mr.Thiruchelvam

Tutorial Staff at St.Joseph’s College Managing Director

& Visiting Lecture at Open University Ambiga Jewelers (Pvt) Ltd

of Sri Lanka. 77, Sea Street,Colombo 11

Contact No: 777892712 Contact No: 011*******.

I declare the above particulars that I have given are true and accurate to best of my knowledge.

Signature.

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