Darren Samuel
Merchant Operations Associate
Chennai
Summary
Customer experience and operations specialist with over 3 years of progressive experience in merchant support, client relationship management, and customer service. Proven ability to manage high volumes of queries across email, chat, and CRM tools like Salesforce and LivePerson. Skilled in troubleshooting, campaign onboarding, payment investigations, and stakeholder coordination. Known for a process-driven approach, strong communication skills, and consistently exceeding performance metrics. Recognized for maintaining high productivity, achieving customer satisfaction, and building long-term business relationships in fast-paced environments.
Overview
7
7
years of professional experience
2019
2019
years of post-secondary education
Work History
Merchant Operations Associate
Groupon India Pvt. Ltd
04.2023 - Current
- Managed merchant queries via email and live chat using Salesforce.
- Investigated and resolved issues related to pending or missed payments for honored vouchers.
- Guided new merchants through the campaign setup process, ensuring all content met platform standards.
- Verified pricing and campaign content compliance prior to deal launches.
- Acted as a liaison between merchant and customer support teams to resolve voucher-related issues.
- Oversaw national and enterprise business accounts, enhancing deal exposure and optimizing sales.
- Assisted merchants in updating bank and business information, ensuring operational continuity.
- Handled complaints and implemented promotion edits to reflect merchant needs and maintain quality.
- Served as a relationship manager, supporting merchant onboarding, issue resolution, and campaign closures.
Customer Service/Sales Representative
Sitel Group, Foundever
10.2021 - 03.2023
- Handled over 50–60 customer chats daily using LivePerson.
- Assisted with order placements, refunds, product recommendations, and service queries.
- Provided both pre-sales and post-sales support, including account management and returns processing.
- Resolved complaints by offering alternative solutions, maintaining high customer satisfaction.
- Advised customers on warranties, terms of service, and account upgrades/cancellations.
Health Insurance Module Intern
Star Health insurance
01.2018 - 01.2018
- Following up customers on making their payments
- Filing all the information of each customer using their tool
- Checking the paper work documents and arranging them under the right section
- Marketing about the insurance benefits to the customer and convince them to be a part of company
Education
Bachelor Of Commerce -
Loyola College
ChennaiSkills
Communication strategies
Detail oriented
Problem solving skills
Multi-tasking
Customer orientation
Adaptability
Process oriented mindset
Diplomatic handling of complaints
Ability to work under pressure
Empathy
Typing speed 40 WPM
Positive attitude
Energetic approach
Self-motivated
Self-taught in UX/UI
Accomplishments
- Consistently met or exceeded all key performance indicators (KPIs) throughout 2025, demonstrating a strong commitment to quality, operational efficiency, and service excellence.
- Awarded “Gold Performer” four times in 2024 for consistently maintaining KPIs and exceeding productivity targets.
- Recognized as Best Agent in 2022, based on outstanding performance across speed, sales quotas, and customer satisfaction metrics.
Timeline
Merchant Operations Associate
Groupon India Pvt. Ltd
04.2023 - Current
Customer Service/Sales Representative
Sitel Group, Foundever
10.2021 - 03.2023
Health Insurance Module Intern
Star Health insurance
01.2018 - 01.2018
Bachelor Of Commerce -
Loyola College
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