Summary
Overview
Work History
Education
Skills
Awards
Additional Information
Timeline
Generic

CHINNU THOMAS

Customer Service Officer

Summary

Results-driven professional with over 8 years of experience in document management, administration, customer service, project coordination, and operations management in fast-paced environments. Expertise includes managing cross-functional teams, scheduling project timelines, and maintaining robust documentation systems to ensure timely delivery of project milestones. Proficient in coordinating logistics, work permits, and compliance processes while fostering effective communication between internal and external stakeholders. Recognized for exceptional attention to detail, organizational efficiency, and the ability to manage multiple projects with a strong emphasis on stakeholder satisfaction and operational excellence.

Overview

8
8
years of professional experience
4
4
Languages

Work History

Customer Service Officer

Gulf Warehousing Company
10.2022 - 05.2025
  • Acted as the primary liaison between customers and internal departments, ensuring clear communication and alignment across teams.
  • Provided administrative support to Sales and Operations Managers, including scheduling, reporting, and maintaining organized service records, and project documentation.
  • Prepared tailored proposals, contracts, and documentation in line with client specifications, maintaining a high proposal accuracy rate, with minimal corrections required.
  • Prepared proposals and related documents for major ministries, healthcare, banking and finance, oil and gas, and other industries' tenders.
  • Closely monitored 250+ clients' requirements and resolved their inquiries effectively.
  • Worked closely on contract renewals and their documentation.
  • Used SalesForce to handle current portfolio and prospective leads.
  • Assisted the sales team in developing competitive proposals that aligned with customer requirements and business objectives.
  • Managed approvals, interdepartmental communications, and various administrative tasks to ensure smooth daily operations.
  • Responded promptly to customer inquiries and service requests via phone and email, significantly reducing wait times, and improving satisfaction.
  • Compiled and analyzed service performance data to generate reports on customer satisfaction and team effectiveness.
  • Coordinated the preparation, submission, and documentation of all tender proposals, ensuring deadlines were met, and compliance standards were reviewed.
  • Monitored and reported quarterly compliance metrics, including the number of completed submissions, status updates on tenders, and document accuracy within Salesforce.
  • Maintained a centralized, easily accessible system for project documentation and service records.
  • Recommended and implemented process improvements to enhance project delivery, efficiency, and communication across departments.
  • Assisted call-in customers with questions and orders.

Project Manager

Byju's Learning App
03.2021 - 06.2022
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Planned, coordinated, and managed an English learning program in collaboration with the Whitehat Jr. team.
  • Compiled and produced qualified candidates' information for hiring manager review, and liaised between parties to coordinate interviews.
  • Anticipated manpower needs in the project, using succession planning and frequent analysis of KPIs for each role.
  • Monitored project performance to identify areas of improvement and make adjustments.
  • Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
  • Directed project schedules, coordinated multiple teams, and managed task prioritization.
  • Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
  • Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
  • Analyzed project manpower, and aligned hiring with future resource needs.
  • Functioned as the person in charge of the English Learning project and suggested changes based on the learnings.

Team Lead

Byju's Learning App
03.2020 - 02.2021
  • Supervised project teams, and ensured timely delivery through milestone tracking.
  • Recognized by senior management for various contributions to project launch success, including managing employees and operations to optimal performance.
  • Delivered LMS training, and managed project documentation.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Supervised a team of 20+ and directed, prepared, and implemented mentoring programs that offered positive employee engagement.
  • Maintained document repositories, and shared project updates with internal teams.
  • Recruited, interviewed, hired, trained, and supervised individuals who would add value to the organization.
  • Evaluated employee performance monthly, and conveyed constructive feedback to improve skills.

Senior Associate

Byju's Learning App
03.2019 - 02.2020
  • Positioned as a mentor for 10+ team members and troubleshooting issues with LMS, CMS, and JIRA.
  • Managed task tracking and contributed to efficient project documentation.
  • Prepared regular project reports, and analyzed milestone completion.
  • Trained new team members, and facilitated system usage.
  • Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
  • Mentored junior associates, fostering professional growth and helping them reach their full potential.

Business Development Associate

Byju's Learning App
02.2017 - 02.2019
  • Engaged with customers, and maintained project support documentation.
  • Provided training support and contributed to recruitment processes.
  • Facilitated communication, and ensured alignment between stakeholders.
  • Contributed to annual sales targets by consistently meeting or exceeding individual performance goals across various territories.
  • Regularly reported progress on sales activities to senior management, providing valuable insights into market dynamics and areas for growth.

Education

Bachelor of Technology - Electronics And Communication Engineering

Muthoot Institute of Technology And Science
Kerala, India
06-2017

Skills

  • Administrative & Customer support
  • Document Control & Records Management
  • Project Coordination
  • Project Scheduling & Milestone Tracking
  • Workflow Management
  • Project Management Skills
  • Stakeholder Communication
  • Documentation Management
  • MS Suite
  • Salesforce
  • JIRA

Awards

  • Excellence Award - Best Performer of the month, GWC | Official | Aug 2024

Additional Information

Currently doing certification course in Project Management.

Visa type - Permanent Resident (Family Visa)

Timeline

Customer Service Officer

Gulf Warehousing Company
10.2022 - 05.2025

Project Manager

Byju's Learning App
03.2021 - 06.2022

Team Lead

Byju's Learning App
03.2020 - 02.2021

Senior Associate

Byju's Learning App
03.2019 - 02.2020

Business Development Associate

Byju's Learning App
02.2017 - 02.2019

Bachelor of Technology - Electronics And Communication Engineering

Muthoot Institute of Technology And Science

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