ADAIKAL RAJ
Customer Support Executive
Chennai,TN
Summary
Dynamic and results-driven professional with over 10+ years of combined experience in customer support and US IT recruitment. Demonstrated expertise in managing and resolving complex customer issues, enhancing client satisfaction, and driving recruitment strategies to attract top talent. Proficient in leveraging data-driven insights to improve support processes and streamline hiring practices. Adept at building strong relationships, fostering team collaboration, and delivering exceptional service in fast-paced environments. Known for excellent communication, problem-solving skills, and a proactive approach to continuous improvement.
Overview
12
12
years of professional experience
Work History
Lead Recruiter
Vminds Technologies Inc
Chennai
03.2023 - Current
- Sourcing and identifying candidates using a variety of methods including database and internet searches, internet postings and referrals
- Worked with various Vendor Management Systems (VMS) Beeline, Fieldglass & ATS such as Ceipal, Job Diva, Max Hire and Bullhorn
- Expertise in understanding the US terminologies like W2, 1099 & C2C
- Working closely with account representatives to clearly understand job requirements and identify the appropriate candidates
- Managing vendor relationships, this includes negotiating contracts
- Posting jobs agencies and job boards like Indeed, LinkedIn, other online portals
- Has good hands-on experience like Career Builder, Dice, Monster, Signal Hire, IIT Jobs and LinkedIn to source quality consultants for the company
- Telephone screen the consultants and negotiating pay rates
- Full Lifecycle Recruiting experience generating new clients, getting requirements, understanding the opening, sourcing the right candidate, interviews scheduling, negotiations, closing the deal and maintaining the relationship with clients and consultants
- Interaction with US candidates via telephone, understanding profiles, making them understand job roles, taking preliminary interview, and confirmation for forwarding their resume to relevant client
- Maintained a 2000+ strong database of consultants and vendors
- Regular follow-ups were done with both the client and the consultants for interview schedule, status update and consultant performance feedback
- Placed high-end professionals in the area of IT/ Non-IT/ Healthcare, in contract, contract to hire and full-time positions
- Ensure the travel history and I-94 are verified effectively in order to avoid confusion when placing consultants
- Worked closely with US Citizens, Green Card Holders, H1B and OPT Visa holders.
Customer Support Specialist
Jayam – Kanchipuram
10.2022 - 02.2023
- Recorded all customer interactions into the database system accurately and completely
- Performed regular follow-up calls to check on customer satisfaction levels
- Address and resolve customer complaints or concerns in a professional and timely manner
- Prepared daily activity reports summarizing activities related to customer support requests
- Coordinated with third-party vendors when necessary for resolving escalated customer issues
- Responded to customer emails and phone calls promptly, courteously, and professionally
- Maintained up-to-date knowledge of company products, services, policies, and procedures
- Handle customer inquiries via phone, email, chat, and social media
- Provide information about programming, schedules, and channel features
- Develop and maintain positive relationships with viewers
- Aim to enhance customer loyalty and satisfaction through effective communication and support
- Maintain detailed records of customer interactions, issues reported, and resolutions provided
- Strong verbal and written communication skills to interact effectively with customers
- Ability to handle difficult situations and resolve issues in a calm and professional manner
- Ability to manage multiple tasks efficiently and maintain accurate records
- Ability to work collaboratively with different teams within the organization.
Customer Care Executive
Conneqt Business Solutions
Bangalore
11.2021 - 09.2022
- Creating and managing user accounts, assigning licenses, and ensuring that deactivated users' data is properly handled
- Assigning and managing roles and permissions to ensure users have appropriate access to resources
- Investigated customer complaints and provided solutions within acceptable time frames
- Setting and enforcing strong password policies to ensure account security
- Implementing and managing 2-Step Verification (2FA) to add an extra layer of security
- Educated and guided customer to setup Goggle authenticator app
- Configuring and enforcing data loss prevention (DLP) policies to protect sensitive information
- Enabling and configuring various Google Workspace applications like Gmail, Google
- Drive, Google Calendar, Google classroom, and Google Meet to suit organizational needs
- Reviewing and troubleshooting MX records to ensure emails are sending and receiving properly
- Managing integrations with third-party applications and services to extend the functionality of
- Google Workspace
- Reviewing audit logs for administrative actions and access events to detect and address any unauthorized activities
- Provided customer service by responding to phone, email and chat inquiries in a timely manner
- Resolved billing issues and disputes through effective problem-solving techniques
- Assisted customers for data migration and data restore without data loss
- Providing technical support to users, troubleshooting issues, email issues, DNS, domain management and ensuring timely resolution of problems
- Maintained up-to-date knowledge of product subscription and pricing plans
- Answered customers' questions about services and products offered.
Customer Relations Specialist
Agus Green India Products Pvt Ltd
Hosur
04.2021 - 10.2021
- Performed administrative tasks such as filing, data entry, and document preparation
- Assisted in the development of promotional materials for new products or services
- Resolved customer complaints promptly and efficiently
- Coordinated with marketing teams on initiatives designed to attract new customers
- Analyzed data from previous campaigns to determine effectiveness of approaches used
- Developed relationships with customers to ensure repeat business
- Answered customer inquiries via telephone, email and in person
- Identified opportunities to increase sales through improved service offerings
- Provided training sessions for new employees on proper handling of customer relations tasks
- Drove customer escalations to resolution by engaging directly with clients
Senior Executive
SaveBySwitching Global Solutions (P) Ltd
Bangalore
01.2016 - 02.2021
- Streamline the vendor switching process to make it as smooth and hassle-free as possible for customers
- Evaluate and select reliable vendors that offer competitive pricing and high service standards
- Develop clear and compelling communication strategies to inform customers about the benefits of switching vendors
- Develop scripts and call flows that emphasize cost savings and address common customer concerns
- Train customer service representatives to handle objections and provide detailed answers to customer inquiries
- Ensure that customer service representatives are equipped to assist customers throughout the switching process, resolving any issues that arise
- Lead and mentor the call center team, providing training and support to ensure high performance.
Senior Operation Executive
Aegis Limited
Bangalore
01.2015 - 12.2015
- Handle escalated customer complaints regarding mobile network issues or slow speeds
- Provide accurate information and solutions to resolve customer issues promptly
- Conduct regular team meetings to discuss performance, updates, and best practices
- Manage high-severity issues and ensure they are resolved promptly
- Communicate effectively with customers during network outages or other service disruptions
Customer Support Executive
Red Lotus Corporate Services Pvt Ltd
Bangalore
08.2013 - 11.2014
- Provide detailed information about software products and services to potential customers
- Respond promptly to customer inquiries via phone, email and in-person
- Assist customers in understanding product features, benefits, and pricing
- Guide customers through the purchasing process
- Process orders and ensure accurate billing and payment processing
- Escalate complex technical issues to higher-level support or engineering teams
- Follow up with customers to ensure resolution and satisfaction
- Participate in marketing campaigns to promote new software releases and updates
- Process orders for provisional items accurately and efficiently
- Coordinate with logistics and supply chain teams to ensure timely delivery
- Address customer inquiries and issues related to provisional items
- Build and maintain strong relationships with customers to ensure long-term satisfaction and loyalty
- Meet and exceed performance metrics such as response time, resolution time, customer satisfaction scores, and sales targets
- Work closely with sales, marketing, technical support, and product development teams to ensure cohesive and effective customer support.
Education
Bachelors of Engineering - Electronics and Communication Engineering
Anna University
Jun 2013
Skills
- Customer Support Excellence Applicant Tracking Systems Recruiting
- Workforce Planning Talent Acquisition Candidate Sourcing
- Passive Candidate Engagement Job Posting Optimization Outbound & Inbound
- Pre-Employment Screening Recruitment Resume scanning
- Salary Negotiation Client Relationship Management Database creation
- Administrative Support Cold-calling Networking Events
- Time Management Microsoft Office expertise Excel spreadsheets
- Online Job Boards Verbal Communication Active Listening
- CRM Software Proficiency
- LANGUAGE
- English Professional working proficiency
- Tamil Native or bilingual proficiency
- Kannada Professional working proficiency
- Telugu Elementary proficiency
- Hindi Elementary proficiency
Timeline
Lead Recruiter
Vminds Technologies Inc
03.2023 - Current
Customer Support Specialist
Jayam – Kanchipuram
10.2022 - 02.2023
Customer Care Executive
Conneqt Business Solutions
11.2021 - 09.2022
Customer Relations Specialist
Agus Green India Products Pvt Ltd
04.2021 - 10.2021
Senior Executive
SaveBySwitching Global Solutions (P) Ltd
01.2016 - 02.2021
Senior Operation Executive
Aegis Limited
01.2015 - 12.2015
Customer Support Executive
Red Lotus Corporate Services Pvt Ltd
08.2013 - 11.2014
Bachelors of Engineering - Electronics and Communication Engineering
Anna University
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