Customer Care Service

Stephana Cassis David

Address: No **/** Sai Priya apartments

Nehru Nagar 2

nd

street Ambattur

Chennai -53

Mobile: +91-904*******

E-Mail: ******.********@*****.***

CAREER OBJECTIVE:

To take up challenging career with a company where my knowledge especially in Technical Support in Internet Service Provider’s will be a zealous contribution.

To enhance my knowledge and abilities by learning and experiencing and to develop along with the company.

EDUCATIONAL QUALIFICATION:

Qualification Institution Year of Passing

B.A (Economics) Stella Maris College 2009-2012

XII Std Our Lady’s Matriculation Higher

Secondary School.

2009

X Std. Our Lady’s Matriculation

School.

2007

TECHNICAL SKILLS:

Programming Languages : basics of object oriented Programming. Word, power point

Excel, outlook, google Ad sense.

SOFT SKILLS:

Self-Motivation.

Leadership.

Responsibility.

Teamwork.

Problem Solving.

Decisiveness.

Ability to Work under Pressure and Time Management.

Flexibility.

Client acquisition.

Networking.

WORK EXPERIENCE:

Worked as a Sr. customer service professional at Aegis Pvt LTD since May 2013 to October 2013.

Worked as a Sr. Closing specialist professional at Intelenet as Mortgage advisor for Barclays since June 2014 to August 2019.

Since March 2019 – Present – Career break for maternity leave A extended period of my maternity leave to bring up my son until he was old enough to grow up. And now am ready to take up any role and flexible for any shifts given by the company.

WORK EXPERIENCE:

Aegis Pvt Ltd.

Worked as senior customer support role for 6months in the Aegis.

Have been instrumental expectation by resolving the Customer queries on time without any delays and escalations.

Creating detailed customer care protocol to be followed by all customer care staff.

Analyzing customer data and communication to adjust customer care strategy.

Building relationships with customers to maximize team productivity and quality.

Serves as a basic point of contact for customers with complaints, queries, request, feedbacks etc.

Prepares daily reports on the daily activities of Customer Care team.

Ensures that all the request, queries and complaint of customer are responded in a timely and professional manner.

Develops as well as maintains the relationship with external parties.

Responsible for proper scrutiny and recording of the complaints received from customers.

Conducts research and complies answers for informational request from external customers.

Intelenet Global Services Pvt Ltd.

Worked as senior Closing specialist executive role for the past 1 year in the Barclays Mortgage services sector.

Have been instrumental in meeting the client’s expectation by resolving the solicitor/advisor queries and ensuring the funds are released on time without any delays and escalations.

Have additionally undertaken the role of Work Flow Management for the process. Assigning cases to the advisors working in the process checking email received from the solicitor, advisor and the client ensure that work has been done by our advisor is on time.

Ensure that incoming volume which is been received by Email for the day is been assigned to the advisor on time.

Training the process knowledge has always strived to deliver the highest level of quality regarding the Funds Control.

Have additionally undertaken the role of Quality Checking for the process to deliver level of quality service and have achieved it by recording null escalations for the process.

I have done two parts of quality checking for the process.

(1) Checking the cases which is done by the advisor

(2) Auditing the call made by the agent to the solicitor and the advisor.

(3) I have shared a concern call to be made to the advisor by our agents that had been cascaded to the process to reduce the escalation and error which was not done before.

Has been versatile and proactive for getting trained in all the aspects of the process as well as attained the maximum knowledge to be transformed to a subject matter and process expert.

PERSONAL STRENGTH:

Positive attitude.

Good listener.

Good team and individual player.

I have also been supportive to my juniors by sharing my knowledge with them.

Sincere and Hardworking.

OTHER INTERESTS:

Lawn Tennis, basket ball volley ball and Music.

During my maternity leave, I focused on maintaining and enhancing my skill set. That involved enrolling in an online course, continuing education and participation in a sales conference to ensure that I remained up-to-date with industry happenings.

PERSONAL DETAILS:

Date of Birth : 23/12/1990

Husband’s Name : Shilton Charles David

Nationality : Indian

Gender : Female

Languages known : English, Tamil.

Address : No 12/20 Sai Priya apartments Nehru nagar 2 nd

street

Ambattur Chennai-53

DECLARATION:

I hereby declare that the information furnished above is true to the best of my knowledge and belief.

Place: chennai

Date:

(Stephana David)

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