Customer Service Quality

NIRLINA JECINTHA MARY. M

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No. 19, Nagammal Street

Vetri Nagar Extension

Perevellore

Chennai – 600 082. Mobile: 996-***-****

Email: ******@*****.**.**

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

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OBJECTIVE

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Seeking a position in Customer Service where my extensive experience will be further developed and utilized. Able to work on own initiative or as part of a team and can deal with strong skills in time management, prioritizing tasks and meeting deadlines with timeliness and quality. Dedicated and focused; able to prioritize and complete multiple tasks and follow through to achieve project goals. Capabilities include:

• 4 years of customer service

• Excellent written and verbal communication skills, with an eye for detail

• Extremely productive in a high volume, high stress, environment

• Highly productive in the use of Office 2003 & 2007 Professional

• Self-starter with a can do attitude

• Word Processing,Typing, Filing & Data Archiving

• Extensive knowledge of Internet and computer

PROFESSIONAL EXPERIENCE

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CUSTOMER SERVICE EXECUTIVE (May 2012 – Aug 12, 2012)

RR Donnelley, Chennai.

• Assigned the tasks of receiving customer calls regarding request of services and products

• Solved customer queries and concerns in an efficient way

• Handled the tasks of explaining services and answering questions to clients

• Answer the customer questions, approve transactions and resolve customer service dissatisfaction

• Solving customer queries and communicate with customers by telephone, messenger and email

• Plays an important role as a bridging force between the Operations and Production Team

QUALITY SPECIALIST (TYPESETTING) (January 2006 – April 2012)

RR Donnelley, Chennai.

• Created and implemented improvements to maintain quality that will create a more profitable and high-quality work environment

• Acts as a Quality Analyst and Team Lead who handled a team of 100 members

• Has got 6 years of experience in printing, publishing and typesetting industry

• Maintains a Database of Live Audit Reports and their track to improve quality and give 100% result on quality for client

• Plays key role in the creation of a proficient and efficient system for ensuring the quality

• Proven ability to understand and follow complex instructions to successful conclusions. Collaborate in teams to produce quality reports

• Build a spirit of trust and sincerity to make customers feel they identify with them and care about their concerns

• Improving customer service based on client feedback through the development of new policies and procedures

• People-management skills such as constructive feedback, managing individual performance and keep track on their quality

EXECUTIVE ASSISTANT (2001 - 2004)

St. John’s Mat. Hr. Sec. School, Chennai – 49.

• Provided superior administrative support to Principal, assisted the Principal in maintaining his day-to-day activities

• Maintained a detailed database of employees with their grading and quality level

• Devised a new filing system to maintain the files held by the department

• Handling overall back office work including reports, maintaining stock and files

• Answered high volume of incoming calls in person inquiries from parents and visitors; treated each person with respect and provided information, which they needed

EDUCATION

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B.A. ENGLISH (1998)

Madras University, Chennai.

DIPLOMA IN SECRETARIAL COURSE

Ryan Educational Society, Chennai.

TECHNICAL SKILLS

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• Typewriting – Junior

• Shorthand – Junior

• Computer skills - Microsoft Windows XP, Microsoft Office XP (Word, Excel, PowerPoint, Access).

ACHIEVEMENTS & AWARDS

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Awarded with EMPLOYEE OF THE MONTH for June 2007.

Awarded with Shining Star for the month for December 2008.

Received Most Promising Performer Award for the month for November 2009.

Awarded with BEST TRAINER for the year of 2009.

PERSONAL DETAILS

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Date of Birth: 22nd January 1976

Father’s Name: Mahimai Doss. M

Nationality: Indian

Languages Known: Tamil & English

DECLARATION________________________________________

I declare that the above facts given by me are true to the best of my knowledge and belief

Place: Chennai

Date:

(Nirlina Jecintha Mary. M)

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