Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Tom Chacko

Avondale

Summary

Customer-focused professional with extensive customer service and client relations background. Strong track record in conflict resolution and communication, enhancing team performance through targeted training. Quality assurance and operations management experience, ensuring processes align with industry standards.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Customer Relationship Manager

IBM India
Kochi
08.2023 - 09.2024
  • Answering customer inquiries: Addressing customer questions about products, services, & pricing through various communication channels like phone, emails, and chats.
  • Resolving customer complaints: Investigating customer issues with regard to plans, billing, troubleshooting, providing solutions, and addressing concerns in a timely and professional manner.
  • Account management: Maintaining customer records, updating account information, and tracking customer interactions.
  • Escalating complex issues: Identifying issues that require further assistance from specialized teams and transferring customer inquiries accordingly.
  • Built and maintained strong relationships with clients and internal teams.
  • Led customer training and onboarding sessions as on when needed by the organization.
  • Collected and analyzed customer feedback to improve service strategies and improve processes/ recommended improvements.

HR Service Manager

IBM India
Kochi
12.2021 - 07.2023
  • Supported stakeholders with employee learning and development solutions.
  • Provided clear, actionable feedback to improve client and staff satisfaction.
  • Ensured service requests were met with high accuracy and professionalism.

Associate Manager – Learning Operations

EY GDS
Kochi
12.2019 - 11.2021
  • Managed communication with clients to deliver high-quality learning support.
  • Delivered consistent customer experience through process and performance tracking.

Customer Service Training Manager

Sutherland
Kochi
08.2007 - 08.2019
  • Led training programs for new hires, focusing on communication and service skills.
  • Ensured readiness of customer service teams during product and process transitions.
  • Monitored customer interactions and coached team members to improve satisfaction.

Showroom Customer Care In-Charge

Idea Cellular Services
Indore
09.2002 - 06.2005
  • Handled customer queries and complaints in a high-volume retail setting.
  • Managed account updates and issue resolution.
  • Coordinated in-store promotions and ensured regulatory compliance.

Education

Bachelors of Arts - English Literature, World History & Sociology

SN Govt PG College Devi Ahilya University
07-1998

Skills

  • Customer relationship management
  • Conflict resolution
  • Verbal and written communication
  • Email and phone support
  • Client onboarding
  • Team collaboration
  • Training and coaching
  • Data analysis
  • Quality assurance
  • Process documentation
  • Multichannel support

Certification

  • Certified Train The Trainer – Sutherland
  • Yellow Belt – Six Sigma

Accomplishments

  • Multiple Best Associate Awards
  • Best Trainer & Leadership Awards
  • Recognized for enhancing customer service and training quality

Timeline

Customer Relationship Manager

IBM India
08.2023 - 09.2024

HR Service Manager

IBM India
12.2021 - 07.2023

Associate Manager – Learning Operations

EY GDS
12.2019 - 11.2021

Customer Service Training Manager

Sutherland
08.2007 - 08.2019

Showroom Customer Care In-Charge

Idea Cellular Services
09.2002 - 06.2005

Bachelors of Arts - English Literature, World History & Sociology

SN Govt PG College Devi Ahilya University
Tom Chacko