Customer Service Representative

ROOHI A

*****.*****@*****.***

Phone-+1-678-***-****

Atlanta, Georgia

Green Card holder

PROFILE SUMMARY

●Overall work experience in the field of CRM (Customer Relationship Management) and HRM (Human Resource Management).

●Skilled and experienced in employee relations.

●Nearly 2 years of banking experience in sales finance.

●Excellent presentation, verbal and written communication skills and have been trained for American accent.

●Experience in telesales and providing offshore customer support for American, Australian and British companies.

●Hands on experience in training and had a brief stint as a trainer for TOEFL training programme

●Skilled and experienced in hosting and managing events

●Proficient in MS excel & Office.

EDUCATIONAL QUALIFICATION

Bachelor of Computer Science (BSc CS).

(2005) Bharathidasan University, India.

PROFESSIONAL EXPERIENCE

USA volunteering Experience:

Pal Education NetWork: From March 2025

They conduct various child enrichment programs. Most popular “Rising Star” program conducted every Sunday at Ilm academy located at Grimes Bridge Rd, Roswell GA.

●Curating lessons & conducting various activities for kids based on the learning theme of the day.

●Class room administration.

USA Volunteering Experience:

Al-Huda University, 1902 Baker Rd, Houston, Texas – 77094

Volunteered as a Member Of Marketing Steering Committee (Jan - JuL 2013)

Highly reputed university collaborated with The University Of Houston - Victoria (UHV). Specializing in providing higher education in Islamic Studies.

Roles & Responsibilities

●Volunteered for the university’s Annual Convention.

●Participating in the regular weekend Brainstorming sessions to structure and develop the event, right from selecting the theme, creating Poster to promoting and advertising event.

●Helped in marketing and promotional activities.

●Helped in designing Youth Program.

●Hosting and managing Youth Program for the event.

#1. Employer: KG Information Systems Ltd, Coimbatore, India

Human Resource Executive (July 2010 – March 2012)

KG Group of companies is one of the premier industrial groups in India. The KG Group is a conglomerate of complementary multiple business units with a rich and distinguished heritage based upon interests in health care, textiles, finance, information technology, engineering education, travel and entertainment.

Roles & Responsibilities

●Handling Employee Induction program.

●Member of the recruitment team.

●Responsible for updating and maintaining employee records

~Attendance ~ Incentives

~Salary ~ Employee Feedback/Grievance

●Responsible for “Fun at work” programmes.

●Event management for various team building trips.

●Responsible for conducting periodic review with the new recruits and reporting the same to the top level management team.

●Handling Employee Grievance.

●Responsible for employee exit interview.

●Coordinating with the administration for bringing in the employees of various shifts on time.

●Documenting and generating reports as and when required.

Achievements

Successful in building a bridge with the management and employees.

Successful in managing attrition.

Successful in handling employee grievance and maintaining employee relations.

Successful in counseling employees, whenever required.

#2 Employer: GTECH Pvt Ltd, Trichy, India.

English Training Faculty (April 2010 – July 2010)

Glosoft Technologies (P) Ltd., is an information technology company in the field of Software Training, Technology Resourcing and Knowledge. One of the largest computer education network with unmatched network of training centres. Providing International competency test for (IELTS, TOEFL), Employability & Psychometric test.

Roles & Responsibilities

●Responsible for conducting training programme for TOEFL (The Test Of English as a Foreign Language).

●Coaching the students who had had their education in non-English speaking countries for the proficiency test.

●Responsible for creating tailor made training programmes for the students, based on the materials provided.

●Focusing on individual attention for the students to enhance their verbal and written English communication skills within the course duration.

●Conducting mock tests to improve reading and listening skills.

#3 Employer: Intelenet Global Services, Chennai, India.

Senior Customer Service Executive (August 2007 – April 2009)

Company provides third party business process outsourcing services internationally. It serves banking & finance, insurance, retail, telecom, healthcare, IT, travel & hospitality industries. Located in US, UK, Mauritius, The Philippines, Poland and Middle East. Operates as a subsidiary of Serco Group Plc.

Roles & Responsibilities

●Providing offshore support for the team of Barclays Sales and Finance. (Medium Business Collections/UK)

●Responsible for handling customer’s sales ledger.

●Working on RFP (Receivable Program Financing) for a profile of 45 customers.

●Handling faxes, emails and calls from customers regarding sales finance.

●Responsible for reconciliation work of the sales ledger for the smooth cash flow.

●Buddying up with the onshore team for providing better customer support and financial management.

●Working on Allocation of check payments and electronic payments.

●Updating the trainees on ongoing issues & their training.

Achievements

Achieved excellent rapport with customers.

Accolades from onshore team for having managed the profile with no customer complaints.

#4 Employer: Infotronics Pvt Ltd, Chennai, India.

Customer Contact Executive (June 2006 – June 2007)

Infotronics is one of the leading providers of customer support and successful in telemarketing. Has a client base in the UK, Europe, Australia and the US. Operationally follows Six Sigma.

Roles & Responsibilities

●Data collection for Australian based investment property firm, by conducting telephonic surveys with the customers.

●Generating leads out of the survey analysis and Setting up appointments with potential customers.

●Establishing rapport with potential customers and assisting them throughout the process.

●Performing Quality check for the calls and training the team on telecommunication skills.

#5 Employer: Net vision Cybertech Pvt Ltd, Chennai, India.

Telesales Executive (June 2005 – March 2006)

Renowned call center services for both inbound and outbound calls. Recognized for their training programmes for employees in communication, language, interpersonal skills, customer orientation, service standards, telephone etiquette and call center technology. Contact centers widely spread in UK, the USA and Asia Pacific regions.

Roles & Responsibilities

●Outbound Telemarketing and sales for various wireless providers like Sprint, T mobile and AT&T

●Targeting the interested customers and upselling internet services.

●Mentoring trainees and imparting knowledge to beginners.

Achievements

Awarded excellence in the training programme.

Awarded top seller with an average of 2 sales per day.

Awarded for excellent quality of calls in cold calling customers.

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