Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Hi, I’m
Augustinal Jeniffer R
Ramanathapuram
Summary
Overview
3
years of professional experience
Work History
Hexaware TechnologiesChennai
Sr. Customer Service Associate
04.2021 - 10.2021
Job overview
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Developed and maintained strong relationships with customers to foster repeat business.
- Investigated and resolved accounting, service and delivery concerns.
- Delivered prompt service to prioritize customer needs.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Enhanced customer satisfaction by efficiently resolving service issues and providing timely solutions.
Vertex Customer Management ServicesChennai
Customer Service Associate
10.2018 - 12.2020
Job overview
- Developed and actualized customer service initiatives to decrease wait times.
- Proactively seek opportunities for personal growth within the role through continuous learning initiatives.
- Monitored customer feedback channels, identifying areas of improvement for enhanced service quality.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Assisted in the development of new customer service protocols to improve overall performance metrics.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
St. Joseph College Of EngineeringChennai
B.E from Electronics And Communications Engineering
04.2018
University Overview
SCAD Polytechnic CollegeTirunelveli
Diploma in ECE from Electronics And Communication Engineering
04.2015
University Overview
Skills
- Billing Adjustments and Refunds
- Order documentation
- Brand representation
- Complaint Handling
- Customer Retention Strategies
- Report Generation
- Customer Relationship Management (CRM)
- Quality Assurance
- Database Maintenance
- Following scripts
- Product and service knowledge
- Problem Resolution
- Order Fulfillment
- De-Escalation Techniques
- Understanding Customer Needs
- Work Prioritization
- Order Management
- Teamwork and Collaboration
- Order and Refund Processing
- Calm and Professional Under Pressure
- Quality Assurance Controls
Languages
Tamil
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Sr. Customer Service Associate
Hexaware Technologies
04.2021 - 10.2021
Customer Service Associate
Vertex Customer Management Services
10.2018 - 12.2020
St. Joseph College Of Engineering
B.E from Electronics And Communications Engineering
SCAD Polytechnic College
Diploma in ECE from Electronics And Communication Engineering