Customer Service, Key Client handling,Root cause fixingAuditing
Aravindhan GG
Chennai,TN
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Quality Auditor
Omega Healthcare
Chennai, TN
05.2023 - Current
- Trained new Quality Auditors on best practices, increasing their proficiency in performing audits effectively.
- Maintained a strong understanding of industry regulations and ensured company compliance through regular audits.
- Completed timely quality reports highlighting deficiencies and recommending corrective actions.
- Facilitated knowledge sharing among auditors through participation in training sessions and workshops, improving overall team performance.
- Reviewing teammate’s work quality by auditing them based on their accuracy & quality on regular basis to maintain KPI. Preparing action plan for better quality.
- Updating agent on a regular basis and improving team’s performance. Problem solving based on client’s requirement.
- Identifying the process leakage by taking corrective measures. Arresting bulk errors for maximum efficiency to avoid client escalations.
- Accurately log all customer interaction in their phone system and CRM Tools.
- Experience in U.S. customer service and inbound contact center operations, CRM systems and ticketing tools.
- Ensure databse accurancy and cleanliness through regular maintenance and updated
- Improved overall customer satisfaction by ensuring that all products met established quality standards.
- Handling customer questions, Performing case management activities, including creating, updating, and resolving customer cases in the system, Building and maintaining strong customer relationships.
- Maintaining strict service standards, including call quality, timeliness, and customer satisfaction metrics
Senior Process Associate
Access Healthcare
Chennai, TN
06.2021 - 12.2022
- Identified modifications to processes and procedures that would promote better efficiency.
- Gain in-depth knowledge of all freshworks products and services and Met month-end reporting objectives and deadlines
- Supervised team of process associates to enhance accountability, develop professional skills and improve efficiency..
- Increased customer satisfaction by promptly addressing concerns and providing effective solutions tailored to their needs.
- Trained junior associates in various process-related tasks, ensuring consistent quality across the team.
- Managed critical projects, successfully meeting deadlines while maintaining high-quality outputs.
- Assessed risk factors in business processes, proposing mitigation strategies to minimize potential issues.
- Monitored and reported on process performance to verify compliance with established standards.
- Experience in U.S. customer service and inbound contact center operations, CRM systems and ticketing tools.
Process Associate
Ags health private limited
Chennai, TN
04.2019 - 05.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
Bachelor of Commerce - Corporate secretaryship
DG Vaishnava college
Chennai, TN01.2019
Skills
Problem-solving
Active listening
Adaptability and flexibility
Customer relations
Critical thinking
Interests
Accomplishments
- Performer of the month (12/2023)
- Performer of the month (01/2023)
- Star of the month for 100% client expectation (12/2025)
Timeline
Quality Auditor
Omega Healthcare
05.2023 - Current
Senior Process Associate
Access Healthcare
06.2021 - 12.2022
Process Associate
Ags health private limited
04.2019 - 05.2021
Bachelor of Commerce - Corporate secretaryship
DG Vaishnava college