ADHEENA I SIVAN
Thiruvananthapuram
Summary
Dynamic Product Resolution Specialist with a proven track record at Good Methods Global, excelling in customer support and documentation. Adept at enhancing service quality through effective communication and collaboration. Skilled in MS Excel and project support, demonstrating strong leadership and organizational abilities to drive process improvements and elevate customer satisfaction.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Product Resolution Specialist
Good Methods Global
Thiruvananthapuram
07.2024 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with team members to streamline resolution processes and enhance service quality.
- Provided training support to new staff on resolution protocols and best practices.
- Maintained accurate documentation of customer interactions for future reference and analysis.
- Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
- Maintained up-to-date knowledge on company products, services as well as relevant industry regulations impacting service delivery standards, requirements.
- Adhered to ethical standards of practice while handling confidential patient information.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Support Associate
SPERIDIAN TECHNOLOGIES
Technopark
10.2023 - 07.2024
- Conducted daily process reviews to identify areas for improvement and increased efficiency.
- Developed process documentation, including procedure manuals, user guides, and job aids.
- Performed data entry tasks to update Agent's records and maintain the accuracy of information.
- Coordinated workflow between departments by providing timely updates on project statuses.
- Participated in regular team meetings and provided input on ways to improve existing processes.
- Worked manufacturing shifts in various capacities to understand and experience process issues and potential improvements firsthand.
- Drafted work orders, validation protocols, and other technical documentation.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Implemented strategies to take advantage of new opportunities.
Education
Bachelor of Science - Physics
ALL SAINTS' COLLEGE
Trivandrum10-2023
BOARD OF HIGHER SECONDARY EXAMINATION - Biology Science
Ezhippuram Higher Secondary School
Kollam03-2018
SSLC -
MAM Model School
Kollam03-2016
Skills
- Good communication skills (Verbal & Written)
- Proficient in MS Word, Excel (Vlookup, Xlookup) and PowerPoint
- Well organized, detail-oriented, and able to multitask
- Proven leadership qualities, providing direction and supervision
- Observant, passionate, and knowledgeable of human behavior
- Call Management
- Project Support
- Documentation skills
- Customer Support
- Support Services
- Team collaboration
Hobbies
- Drawing.
- Cooking.
- Watch movies and Series.
Certification
- Completed BB-POSH course on May 31, 2024.
- Completed the Speridian Speaks and Writes course on May 16, 2024.
- Completed BB-Cybersecurity course on, May 16, 2024.
Languages
- English
- Hindi
- Malayalam
Reference
Mohammed Yazin R R (Team lead - Product Support and Operations)
+91 7025565997
Timeline
Product Resolution Specialist
Good Methods Global
07.2024 - Current
Support Associate
SPERIDIAN TECHNOLOGIES
10.2023 - 07.2024
Bachelor of Science - Physics
ALL SAINTS' COLLEGE
BOARD OF HIGHER SECONDARY EXAMINATION - Biology Science
Ezhippuram Higher Secondary School
SSLC -
MAM Model School
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