Charles G
Chennai
Summary
Customer experience specialist with proven success at Maersk GSC India Pvt. Ltd. Focused on process optimization and stakeholder engagement. Skilled in enhancing document quality and consistently achieving KPIs. Utilizes effective communication and attention to detail to improve team performance and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Customer Experience Specialist
Maersk GSC India Pvt. Ltd.
Chennai
07.2022 - Current
- Has responsibility for improving the standard procedures while processing export/import documents with a keen eye on meeting the end customer's requirements.
- Is empowered to suggest changes to the Operating processes based on experience.
- Meet and exceed KPIs by performing quality work and adhering to deadlines.
- Achieve productivity targets – to improve the overall performance of the team.
- Coordinated cross-functional teams to ensure alignment on project objectives and timelines.
- Collaborated with stakeholders to gather requirements for system enhancements and updates.
- Trained team members on best practices and tools for process optimization.
Seller Support Associate
Sutherland Global Services
Chennai
04.2019 - 07.2022
- Demonstrated ownership of every seller interaction, ensuring successful first contact resolution.
- Provides prompt and efficient service to Amazon Sellers through phone, email and chat.
- Achieved and maintained predefined performance metrics to ensure high service quality.
- Maintained positive and professional demeanor, effectively managing sensitive issues to enhance seller experience.
Technical support Associate
Sutherland Global Services
Chennai
11.2017 - 03.2019
- Delivered email and chat support for customers experiencing issues with Kindle services, ensuring timely resolution and customer satisfaction.
- Diagnosed problems for customers and provided resolutions for technical and service issues.
- Escalated issues promptly according to Standard Operating Procedures to facilitate quick resolutions.
- Applied best practice processes for work assignments and project management to enhance quality of output.
Customer Care Associate
Sutherland Global Services
Chennai
06.2016 - 10.2017
- Delivered outstanding service and built trusting relationships with customers.
- Conducted regular follow-ups with customers to provide recommendations, updates, and action plans.
- Established business relationships with clients through prompt, accurate service.
- Provided assistance to customers during peak hours to enhance service efficiency. within the queue to minimize any wait time and provide the most efficient service possible.
- Continuing improvement to customer service administration and work methods.
- Sutherland Global Services is a business process transformation company that rethinks & rebuilds business processes for the digital age.
Education
B.E - Electronics and Communication Engineering
New Prince Shri Bhavani College of Engineering and Technology
Chennai, India03-2016
Skills
- Customer relationship management
- Customer issue resolution
- Stakeholder engagement
- Document quality assurance
- Process optimization
- System enhancements
- Performance tracking
- Cross-functional collaboration
- Project coordination
- Attention to detail
- Time optimization
- Conflict resolution
- Effective communication
Personal Information
Title: Customer Service Representative
LANGUAGES
Tamil Native or Bilingual Proficiency, English Full Professional Proficiency
INTERESTS
Chess, Blogging, Artificial intelligence, Football
Timeline
Customer Experience Specialist
Maersk GSC India Pvt. Ltd.
07.2022 - Current
Seller Support Associate
Sutherland Global Services
04.2019 - 07.2022
Technical support Associate
Sutherland Global Services
11.2017 - 03.2019
Customer Care Associate
Sutherland Global Services
06.2016 - 10.2017
B.E - Electronics and Communication Engineering
New Prince Shri Bhavani College of Engineering and Technology