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
India12-2012
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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