Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Ashwin D

Adelaide,SA

Summary

Experienced Customer Service Executive with a proven track record of improving satisfaction rates by over 30%. Expert in CRM systems and conflict resolution. Recognized for innovation and excellence in the customer support industry.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Customer Service Representative

DBS Bank Tech Services
09.2021 - Current
  • Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
  • Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
  • Responded to customer inquiries and queries to provide thorough and speedy resolutions.
  • Resolved "Payments & Treasures Accounts" issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
  • Developed strong relationships with key accounts, leading to increased client loyalty and repeat business.
  • Conducted regular audits on CSR interactions to ensure adherence to company standards while recommending areas for improvement.
  • Developed training materials, reducing onboarding time by 30%.
  • Maintained customer satisfaction rate at 98%.

Customer Support Specialist

Standard Chartered Global Business Services
09.2014 - 09.2021
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed support tickets, improving resolution time by 40%.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
  • Led a team of junior team members, increasing client retention by 15%.
  • Achieved a 4.8-star rating in customer feedback surveys.

Education

BBA - Business Administration And Management

Periyar University
India
12-2012

Skills

  • Customer Support
  • Conflict Resolution
  • CRM Systems
  • Team Leadership
  • Communication
  • Problem Solving
  • Multi-tasking
  • Training & Development

Certification

  • Certified Affiliate Member - CIPS (MCIPS)

Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Tamil
Advanced (C1)

Timeline

Senior Customer Service Representative

DBS Bank Tech Services
09.2021 - Current

Customer Support Specialist

Standard Chartered Global Business Services
09.2014 - 09.2021

BBA - Business Administration And Management

Periyar University

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Ashwin D