MAGESWARI SAMBATHKUMAR

DOB: ** March **** 805-***-**** adhemj@r.postjobfree.com

Committed to what I do.

RR Donnelley & Sons Chennai, India From Sept 2019 Senior Customer Service Executive

Creative Services

• Managing a team of 9 associates supporting global clients

• Channelizing front desk workflow with multiple service lines

• Working on basic to advanced creative requirements form the clients aligning with the team prospectus and managing on time delivery

• Addressing all client escalations with proactive action plans

• Handling first level performance tracking and conducting weekly reviews HIGHLIGHTS

• Formed an internal team of 4 members to improve client feedback rate by implementing Direct Approach method and recorded a major shift of 12% to 70% increase.

RR Donnelley & Sons Chennai, India June 2015- Sept 2019 Senior Research Associate

Research Operations

• Troubleshooting and closing direct client queries within given timeframe

• Monitoring and ensuring accuracy in client deliverables

• To ensure timely closure of queries coordinating with the core production team

• Train new/ experienced associates onboard on process, policies and business etiquette

• Quality checking with FTR process across shifts to meet client requirements without deviations

• To track shift performance with self-derived metrics to expand team bandwidth HIGHLIGHTS

• Managed a 3-member client services team to direct high end client queries having a complete hold of workflow

• Taken up ownership of a sub-process with traffic challenge and brought down the waiting time by 25% in a span of 2 months

• Initiated Error-Log tracking methodology to increase accuracy in service, leading to 15% increase in quality of service in a span of 3 months

• Initiated a training program on “Team Player” and “Business Etiquette” with self- developed modules

• Won “Best Performer” in 2 consecutive quarters and nominated as “Bright Spark” for the year 2018

• Invited as Guest Speaker in Annual meetup to share my thoughts on client orientation ADDITIONS

• Nominated as best candidate in a 15 days technical learning program conducted by Chennai Port Trust

• Professional Artist, featured in “The Hindu” and “Dhinamalar” for my watercolor movie illustrations which is fetching attention in the city

• Developed a personal digital marketing module to promote my social networking profile and have been successful in developing business

• Conducted workshops on “Free Hand Illustrations” and “Art & Business” to employees at RR Donnelley

• Featured in WON program for women conducted by RR Donnelley for my article on Work- Life balance

• Directed 2 short films in college for promotional activity and cultural program which were screened for over 5000 students and was awarded “Best Host Movie” of the event EDUCATION

St. Peter's Institute of Higher Education and Research M. E- Communication Systems

Meenakshi College of Engineering

B. E- Electronics and Communication Engineering

INTERESTS

Art, Pet Enthusiast, Calligraphy & Creative writing Declaration: I hereby declare that all the above details are true to the best of my knowledge. Place: Chennai