K DEVI

Mobile No : +91-735**-*****

Email : adiq70@r.postjobfree.com,

ABOUT:

Energetic Customer Service Representative with 9+ years of experience resolving complex customer inquiries.

Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement. Hands on experience in high priority customers, delinquent customers and clients in different field.

Handled delinquent customers for 2 years in Automobile industry. Achieved the target on monthly basis.

Handled clients of different industry and recruit eligible candidates and placed them.

Trainer by passion and involved in process training modules for new joining.

Excellent blend of technical, interpersonal and presentation skills.

PROFESSIONAL EXPERIENCE:

Association : VAYA LIFE PVT LTD

Designation : Deputy Manager (April 2018 – July 2019)

System : Fresh desk, Asterdailer

I served as a Deputy Manager of common area associates to provide premier customer satisfaction by creating a friendly working environment through daily coaching and training.

Responsible for the daily distribution of work, maintained call center schedule to ensure appropriate and timely phone response times to our customer.

Monitoring calls and providing feedback to customer support executives on quality.

Receiving and resolving escalation level calls from representatives and clients

Actively listening to the customer needs and recommended products to meet their requirements

Scheduling training and development programs

Replying to customers on behalf of CEO, MD and Customer service Head.

Providing training to department in new computer software programs during implementation and refresher training as needed.

Coordinating with other departments throughout the organization on special projects.

Co-ordinating with the logistic partner for the delivery of the product, national and international level

Co-ordinating with Engineering department to review the product and product related issue

Co-ordinating with finance team for refund

Association : Creative Consultancy, Madurai

Designation : Senior HR Executive (March 2017 – March 2018)

Coordinating with organization in and around Madurai for placement.

Short listing candidates through different job portal (Naukri, Monster, Indeed)

Talking to candidates over the phone and analysis them on job skills

Scheduling interviews

Coordinating with Client and Candidate throughout the placement process.

Maintaining client data and candidate data.

Acquisition new clients for consultancy.

Providing training to candidates on communication.

Association : Daimler Financial Service Pvt Ltd India

Designation : Senior collection officer (Sep 2015-Feb 2017)

System : PEGA

Responsible for the recovery of over 40 cr/- portfolio from a delinquent client.

Achieved monthly and quarterly corporate goals while maintaining a personal portfolio of accounts.

Analyzing customer issues and guides them on loan repayment.

Addressed discrepancies and processed credits and refunds when required and approved by department manager.

Successfully resolved over 65 % of assigned automobile deficiency in collections

Counseled and assisting current customers in determining their best payment option(s) in an effort to bring their existing consume vehicle payments up-to-date.

Used previous call center experience to confidently contact delinquent customers.

Tactfully resolved challenging situations professionally and calmly in a firm but friendly manner, often with irate customers.

Closely working with F&I Managers, REPO Vendors and Legal Department to contact the customers.

Initiating Sec9, 17,25 & 138 if required for business

Conducting trainings for new joining with the overall process.

Representing PDC’s and ECS of customer’s on request from customer as well from agents

Closely working with Banking team for any kind of updating in customer data

Association : Walrus International (March 2014 – Sep 2015)

Designation : Senior Customer Support Executive

Responsibilities:

Work with and expand current prospect database within specified business sectors to generate effective leads & exceed sales targets for the business

Develop a sales contact plan direct marketing, and attending industry events to build relationships with key prospects

Respond to incoming Requests for Information (RFIs), Requests for Proposals (RFPs) in a professional and creative manner

Understand a prospect’s business needs and work with the expert teams to develop a tailored digital marketing proposal

Work closely with colleagues in traded outlets to identify common new business prospects and cross

Represented at industry events, including round tables, speaking forums and new business events

Work closely with marketing to identify appropriate go to market messaging for specific

business sectors

Association : Barclays Service Pvt Ltd (Sep 2012 – Feb 2014)

Designation : Process Advisor

Responsibilities:

Understanding and analysing customer complaint regarding the insurance charged towards the customer account and providing exact resolution.

Investigation the complaint with the help of all possible evidence and collecting all the documents from different department which can help the investigation.

Once the investigation done, decision is sent to the respected department for settlement.

Follow up with the process change and updating to the team.

Supported new team with training and did floor support.

Maintained cent percent quality and handled escalation complaint and checking the problematic areas with onshore.

Association : Shell Oil and Petroleum (Aug 2011 – March 2012)

Designation : Customer Care Officer

System : CRM

Responsibilities

Providing Support to Shell Customers (Retail Shops/Whole Sellers/Small, Medium and Heavy Industrial Customers such as Maruti Suzuki, Ford, Skoda, Hyundai, Renault Nissan, GAIL, Reliance etc...) purchasing Lubricant products all over India and Abroad.

Provide support to Logistics Planning Team for delivery and dispatch. Taking help on order processing regarding correct products selection as per requirements and when ever required.

Communicate with Sales team for clarity on customer’s requirements and nature of business if required. Refer new customers to Regional Sales Managers.

Communicate with Accounts team on customer’s order approval, accounts related queries, requests and complaints.

Communicate with Technical team on customer’s complaints and feedbacks on product related issues.

Association : Standard Chartered Bank, Chennai (Apr 2010 – July 2011)

Designation : Customer Care Officer.

System : KANA

Responsibilities

Handling customer query and complaints with emphasis on handling consistent delivery of customer delight.

To solve day today Customer issues received through email and letter.

Responsibilities in highlighting process improvement resolving all type of loan queries (Home Loan, Home Saver, Personal Loan & Auto Loan).

Referring queries to other department and ensuring queries are resolved within TAT (Turn around time).

Escalating the cases to higher levels.

Conducting training on products and system to team members.

Association : Creative Consultancy, Madurai

Designation : HR Executive (September 2008 – March 2010)

Coordinating with organization in and around Madurai for placement.

Short listing candidates through different job portal (Naukri, Monster)

Talking to candidates over the phone and analysis them on job skills

Scheduling interviews

Coordinating with Client and Candidate throughout the placement process.

Maintaining client data and candidate data.

Acquisition new clients for consultancy.

INTERNSHIP:

Association : MGM Group of Company

Designation : HR Executive (Internship Program)

Period : Jan 08 – Mar 08

Profile : MGM Group of Company. The Group had its humble beginning as a logistics company, founded in 1963 by Chevalier Seva Ratna Dr.M.G.Muthu. At a time when private enterprises were just beginning to take firm root in the country, MGM’s cargo-handling unit grew into a multifaceted economic conglomerate. Over the years, the logistics company further expanded its business into Hospitality, International trading, Housing and Distillery and IMFS. These flourishing business sectors of the MGM Group reaffirm its position as one of the leading Indian private business groups, renowned for its efficient administration, commitment to quality and comprehensive response to market needs.

Responsibilities:

Designed an HRD intervention to improve employee performance at a local chain grocery store.

Conducted an in-depth analysis of the problem by performing a Needs Assessment using Organizational/Task/Person Analysis.

Provided recommendations to the organization by the use of a designed training program.

Prepared training materials.

Coordinated orientations and exit interviews for part-time and temporary employees.

Designed and implemented employee incentive programs to increase productivity and customer satisfaction.

Education Qualification

Degree

Insititute

Percentage

Year of Passing

PG in HR Management

Standfield School Of Business

65%

2007-2008

Bsc Computer Science

Sourashtra College

64%

2003-2006

12th

Chenthana Matriculation

69%

2002-2003

10th

Kendriya Vidyalaya

64%

2000-2001

PERSONAL DETAILS

Name : Devi Kaliappan

Father’s Name : R.Kaliappan

Date of Birth : 20.01.1985

Nationality : Indian

Marital Status : Single

Languages known : Hindi, English, Tamil

Current Address : TS No 1/10, Plot No 176 Inner Ring Road,

South Segment, Opp. Sunshine School, Chennai : 600042

DECLARATION:

I hereby certify that all the information furnished above is true to the best of my knowledge.

Yours Sincerely,

K Devi

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