Dinesh Kumar

Govindarajan

CUSTOMER SUCCESS SPECIALIST

adx1po@r.postjobfree.com

91-904**-*****

Chennai, TamilNadu

https://www.linkedin.com/in/dinesh kumar

govindarajan 38662373/

SUMMARY

Currently having a very high professional customer service representative with 3+ years of experience in addressing and resolving complex customer querries. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement.

Also, had 3.5 years of experience in XML/ HTML/ XHTML in a publishing domain with a start up company.

In total 6.5 yers of professional experience undergone many process which helped me in making my knowledge wide and strenghtier. SKILLS Clear communication

Problem solving

Positive attitude

Adaptability

Product knowledge

Confidence

Quick learning

Understanding basic

concepts in

programming

EXPERIENCE

Axximum Business Solutions, Trichy Feb 2016 Jan 2017 Process Co Ordinator/ Customer Support/ Transcriptionist CLIENT: Avenlo, Torontto, Canada

PROJECT NAME: E mail Marketing / Transcription/ Catalogue creation. ENVIRONMENT: Deployment Of Promotional Emails Through Orion servers. Roles :

Having 1.3 years of experience in Email Marketing/ ustomer Relation/ Customer Service. Supported for cutomers in the email list of people who wants to Subscribe / Change in expectatoins / Unsubscribe of E mails.

Included working as "Transcriptionist" for medical Records of patients in US.

Also indulged in "CATALOGUE PROJECT" (Amazon vendor). Responsibilities:

To create promotional Emails segregating the recipients based on their usage and expectation of people in US and Canada region.

To make the medical record based on the conversation of a physician and the patients in Australia and in American clinics and Hospitals.

Axximum Technologies, Trichy Jan 2017 Sep 2019

Project Associate

I started this position in a start up company which deals with the e publications Responsible for converting hard pdf copies such as Books, Magazines and Articles to e pdf format by applying the tags such as it will be compatible to all electrnic devices. Handled the clients directly to gather their reuirements. Got exposed to many tools such as A pdf,etc

Got a small time 'Trainer' position to train the new hires based on business requirements.

Took responsible to do multi activity to support business requirements. Got hands on experience with all types of HTML and XML tags. www.resumekraft.com

Handled the clients directly to gather their reuirements. Got exposed to many tools such as A pdf,etc

Got a small time 'Trainer' position to train the new hires based on business requirements.

Took responsible to do multi activity to support business requirements. Got hands on experience with all types of HTML and XML tags. Also, worked as "Associate Catalogue Specialist" simultaneously With Amazon Projects and gained some knowledge about products and its features and method of e publishing.

Groupon Shared Services Oct 2019 Apr 2022

Customer Support representative

I started this position as a resolving the cusyomer inquires and helped in fixing their requests.

Getting inbound chats and emails from the customer belonging to differnet location from worldwide.

Includes customers from United Kingdom, Canada, Australia, United Arab Emirates and North America.

Have excellent command of English speaking/reading/writing. Resolved customer issues in a timely and consistent manner. Manage time and productivity to meet daily individual and team ticket targets. Stay up to date with knowledge of the internal ticketing system, customer portals, back office databases, Groupon redemption procedures, and specifics around different types of merchant features.

Identify and escalate issues appropriately.

Compose thoughtful and accurate messages or customize prepared responses to customer emails and chat Research information and troubleshoot problems using available resources.

Responsible for all queries from tall types of customers ordering/receiving and a five person team.

Achieved the highest CSAT consistently and received top ranks internally for all the months.

Groupon Shared Services Apr 2022 Present

Merchant Operation Representative

I got promoted from "Senior Customer Service Representative" to "Merchant operation Representative" using Internal Job Promotion based on my outstanding performance as Senior customer Cupport Representative which turned as "Customer Support Specialist" an end to end process knowledge gained and started to support for the merchants in US and Canda regions who are associated with Groupon.

Started assisting merchants via E mail and in Chat process in the Salesforce platform. Ticketing cases has been generated for every reach of merchants and it will be alligned in FIFO process.

A priority has been given based on the queries and it will be resolved accordingly. Works within the given SLA for every cases within the policy. Tools such as Gazebo // Merchant center // Deal Estate are used to obtain the data and provide resolutions based on merchant queries.

An succesfull completion of intern of 3 months took to handle merchant via telephonic conversation which can be used based on the business requirements. Got top 3 positiions consistently based on the performance by ameeting all the metrics set by the Management within the floor and got incentives and awards. Met all the KYP metrics set by the Quality audits team and continuing a star performance in the process.

EDUCATION

Bharathidasan University Jan 2017 Sep 2019

MBA (Systems Management)

Secured First class degree in Masters education.

Anna University Jun 2009 Dec 2013

Bachelor of Engineering

HOBBIES Reading Books

Gardening

www.resumekraft.com

Anna University Jun 2009 Dec 2013

Bachelor of Engineering

HOBBIES Reading Books

Travelling

Cooking

Gardening

Driving

www.resumekraft.com

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