Customer Service Back-End

CHAITHRA NAYAK

Buffalo, NY 716-***-**** ****************@*****.***

EDUCATION

Master of Computer Science(MCA) NMAMIT Nitte India Karnataka Graduated, July 2014-May 2017,CGPA 7.25/10

Projects

"Motion Detection" project, a fifth-semester MCA mini project at NMAMIT Nitte, involved creating an Android app with a MySQL back-end for real-time motion detection and data management.

"Representing Signal Strength of the Network Using D3" project, a sixth-semester MCA major project at NMAMIT Nitte, used D3.js to create dynamic visualizations of network signal strength for performance analysis.

Bachelor of Computer Application (BCA) Mahatma Gandhi Memorial College,Mangalore University Board,Udupi, Karnataka Graduated, April 2011- May 2014

Projects

"Eye Care Management" project, a sixth-semester BCA project at MGM, used VB.Net for the front-end and MySQL for the back-end to manage patient records, appointments, and billing, with thorough testing for functionality and security.

Programming Languages C, Java, C++, JavaScript

Web Technologies HTML, CSS, jQuery

Databases MySQL, SQL Server, RDBMS Operating Systems Windows, Linux

Clients

M&T Bank- Contact Center Representative, Associate

Identify and/or address customer needs by using appropriate needs identification methods, providing information or completing a service, transaction in response to incoming questions regarding Bank products and/or services.

Identify opportunities to suggest alternative Bank products or services to better suit the needs of customers while contributing to customer retention and expanding their overall relationship with the Bank. Research customer complaints or problems related to their accounts or Bank services and resolve them in a timely and accurate manner; escalate complex problems as appropriate to ensure their resolution.

Take ownership of the customer issue until resolution or escalation and follow up with the customer once servicing is complete to ensure their immediate needs and expectations have been met. Complete other related special assignments and projects as requested. Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite.

Identify risk-related issues needing escalation to management. Promote an environment that supports diversity and reflects the M&T Bank brand. Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable. Complete other related duties as assigned.

T.J MAX (HOME ESSENTIAL) At present September 2024- Retail Merchandise Associate

•Role models exceptional customer service practices with both internal and external customers, fostering a positive store culture through honesty, integrity, and respect. Accurately handles transactions, promotes credit and loyalty programs, and maintains merchandising and cleanliness standards. Participates in store recovery, supports shrink reduction, and adheres to all labor laws, policies, and safety procedures, while accepting and providing constructive feedback.

Grand Infinity Medical Center LLC Oct 2017 - Nov 2020 Dubai Customer Service/Admin Assistant

•Managed a high-volume workload, handling 50+ customer interactions daily, delivering detailed, personalized, and polite service to enhance customer retention and satisfaction. Demonstrated expertise by memorizing all and services, facilitating quick and efficient responses to customer queries, and driving upsells

•Responsibilities also included collecting and entering source data for over 100+ customers, including sensitive information, into customer service software while adhering to strict patient privacy procedures. Conducted insurance approval processes, ensuring proper coding for all claims according to medical requirements. Collected co-pays and

contributing to financial operations.

•Provided feedback to the Office Manager, guided patients on billing and procedures, handled patient registration,maintained demographics, facilitated patient flow, and managed office supplies with proactive skills.

Certification/Training

AWS Solutions Architect Associate,LINUX- RHEL7, Digital Media Marketing,Business Analyst

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