Anand Menon
CX Success Associate
Thiruvananthapuram,Kerala
Summary
Seeking a challenging & responsible position that provides ample opportunities for the growth of an individual & the organization. Customer Service professional bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires, and providing customized solutions to build loyalty. Have an excellent understanding of businesses and how to best utilize them. Strong teamwork, interpersonal skills, intuitive and a team player. Work hard in any role or situation and have a strong eye for detail so that can do things right the first time. Experienced in working in a multicultural environment. Very adept at planning and coordinating. Effective communicator with good linguistic skills. Have many years of customer-facing experience, be it online, over the phone, or in person. Well experienced in email and phone liaison.
Overview
16
16
years of professional experience
4
4
Can converse in 4 languages including English
Work History
Customer Success Associate
Indee Technologies Inc
Bangalore
02.2023 - Current
- Assist SAAS and Enterprise Clients with their requests
- Worked with some of world's largest entertainment companies and guilds such as Netflix, Amazon, Showtime, Paramount Pictures, Universal Studio Group, SAG, ACE, NBCU, ACE, ASIFA, NBR, etc., Assisted individual clients and Enterprise clients with their screening requirements
- Helped with campaigns and reports
- Did troubleshooting for viewers having trouble viewing client content
- Clients and viewers from around globe were assisted.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analysed customer service trends to discover areas of opportunity and provide feedback to management.
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Investigated and resolved accounting, service and delivery concerns.
Quality Manager – Insurance Operations
Ditto Insurance
Bangalore
02.2022 - 12.2022
- Assessed quality of external customer calls and chat conversations to ensure SOPs and quality standards were met.
- Established and tracked quality department goals and objectives
- Determined quality department standards, practices, and procedures
- Applied coaching techniques and tools to support managers and team members in improving performance
- Evaluated interactions between associates and customers to assess personnel performance
- Implemented new quality assurance and customer service standards
- Recorded, analysed, and distributed statistical information
Sr. Customer Service Associate, Sales and Service
Allianz Services, Australia-Motor & Home Insurance
Thiruvananthapuram
01.2020 - 11.2021
- Assist customers to buy new Insurance policies and help in making changes to existing ones., Sales & Service (Allianz Australian Process)
- Selling Home & Motor Insurance Policies to Customers in Australia
- Servicing existing policies
- Had to utilize good selling and persuasion skills
- Spoke to plethora of customers with origins from around world.
- Utilized active listening skills to understand customer needs and provide tailored solutions
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
- Took credit card payments via phone
- Greeted customers and listened closely to problems described to determine solutions
- Handled customer inquiries and complaints with professionalism to restore satisfaction
- Resolved customer service issues using company processes and policies and provided updates to customers
- Maintained up-to-date knowledge of product and service changes
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
Freelance Translator / Interpreter
GVI India & Individual Clients
Kochi
05.2012 - 12.2019
- Tourism and text content-based translation services, Translate and provide interpretation services for Tourists from various parts of world
- Natures of services vary from Academic purposes to plain interpretation for tourists who are unable of handling local languages
- Also, provided translation services for presentations for various clients around globe and for Film industry where synopsis needed to be translated from local language to English for approval from Production houses based outside Kerala. Translated and Interpreted for Voluntourists and GVI for several workshops and programs they conducted.
- Assisted foreign language-speaking clients with inquiries.
- Stayed current on new expressions and cultural changes impacting language translation.
- Proofread, edited and improved documents of different sizes.
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
Receivables & Reporting executive
Alamy Images
Thiruvananthapuram
10.2010 - 05.2012
- Implemented company policies, technical procedures and standards for preserving integrity and security of data, reports, and access.
- Located bottlenecks to streamline existing processes.
- Anticipated and tracked operational and tactical risks to provide strategic solutions.
- Established and implemented departmental policies, goals and objectives.
- Receivables & Reporting executive (third party sales & Credit Control)
- Email & Voice support (Clients all around globe)
- Image licensing
- Copyright & additional clearances
- Quotes & hi-res imagery
- Acquiring Model & Property releases on behalf of end client
- PTPs & credit checks
- Sending out invoices and credit notes
- Preparing detailed sales reports for UK and US AMT
- Customer Service
- Email & Voice support (Clientele - Europe & Americas)
Customer Service Executive
Alamy Images
Thiruvananthapuram
04.2008 - 10.2009
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Described product and service details to customers to provide information on benefits and advantages.
- Provided company information and policies to customers upon inquiry and answered questions via phone and email.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Evaluated interactions between associates and customers to assess personnel performance.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Email & Voice support (Clientele - Europe & Americas)
- Copyright & additional clearances
- Quotes & hi-res imagery
- Acquiring Model & Property releases
- Chasing project deadlines and ensuring proper usage report
Picture Researcher
Alamy Images
Thiruvananthapuram
10.2007 - 03.2008
- Finding suitable imagery as per client requirements.
- Knowledgeable about archive systems, technical research & operation of search engines
- Capacity for tangential & creative thought
- Clientele - McGraw Hill, Pearson, OUP, CUP, The Sun, BBC, Condé Nast, Maxim etc.
- Gathered and organized information for research purposes
Education
High School Diploma -
03.2000 - 2002.03
Higher Secondary -
03.2002 - 2004.03
Bachelor of Science - Electronic Media
04.2004 - 2007.03
Business English Higher Certification - Business English
08.2009 - 2009.09
A1 Certification - German Language
11.2015 - 2015.12
Skills
Team playerundefined
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Success Associate - Indee Technologies Inc
02.2023 - Current
Quality Manager – Insurance Operations - Ditto Insurance
02.2022 - 12.2022
Sr. Customer Service Associate, Sales and Service - Allianz Services, Australia-Motor & Home Insurance
01.2020 - 11.2021
Goethe Zentrum - A1 Certification, German Language
11.2015 - 2015.12
Freelance Translator / Interpreter - GVI India & Individual Clients
05.2012 - 12.2019
Receivables & Reporting executive - Alamy Images
10.2010 - 05.2012
Cambridge University ESOL (2009) - Business English Higher Certification, Business English
08.2009 - 2009.09
Customer Service Executive - Alamy Images
04.2008 - 10.2009
Picture Researcher - Alamy Images
10.2007 - 03.2008
HCAS, Madras University - Bachelor of Science, Electronic Media
04.2004 - 2007.03
SN Higher Secondary Kanimangalam - Higher Secondary,
03.2002 - 2004.03
Kerala Agricultural University High School (SSLC) - High School Diploma,
03.2000 - 2002.03
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