Carol Voidhiva
Chennai
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple queues like Fraud, Redflags, ERT, Manager Escalations, Partner Management, Giftshop, 3WT followup simultaneously with a high degree of accuracy.
Overview
14
14
years of professional experience
Work History
RT / Senior Agent
Groupon
02.2023 - Current
- Handling Redflag, ERT, Manager Escalations
- Handled escalated cases efficiently, finding satisfactory resolutions for both customers and the company alike.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Provided guidance to team members in resolving high-stakes customer concerns, ensuring timely and appropriate solutions were provided.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Lead Customer Service Representative
Groupon Shared Service PVT Ltd
12.2013 - Current
- Enhanced detection capabilities for potential fraudulent activities through regular review of account transactions and patterns.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity
- Identified fraud patterns and anomalies through analysis of large quantities of data
- Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
- Increased accuracy in identifying fraudulent transactions by utilizing data analytics techniques and tools.
Team Lead
Hinduja Global Solution PVT Ltd
06.2010 - 08.2013
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills
- Assigned daily employee tasks and monitored activity and completion
- Managed over 20 associates in team on average
- Enhanced team performance by conducting regular training sessions and motivating agents to achieve their targets.
- Streamlined communication within team by implementing clear guidelines and expectations for all agents.
- Managed schedules, accepted time off requests and found coverage whenever requires.
Education
Bachelor of Science - Bachelor of Computer Application (BCA)
SRM Arts & Science College
Chennai2006
Skills
- High Risk Complaint Resolution
- Fraud patterns
- Handling Multiple Queues
- Report preparation
- Product and service knowledge
- Customer needs determination
- Verbal and written communication
- Computer proficient
Timeline
RT / Senior Agent
Groupon
02.2023 - Current
Lead Customer Service Representative
Groupon Shared Service PVT Ltd
12.2013 - Current
Team Lead
Hinduja Global Solution PVT Ltd
06.2010 - 08.2013
Bachelor of Science - Bachelor of Computer Application (BCA)
SRM Arts & Science College
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