Devi Kaliappan
Senior Consultant - Customer Support
Bangalore ,Karnataka
Summary
Highly accomplished Senior Customer Service Manager with 14 years of experience leading customer service teams. Proven success in developing customer loyalty programs, innovative policies, feedback surveys and plans that improved customer service levels by 45% and customer relations by 60%, while increasing customers satisfaction ratings by 25%. Strategically managed customer service operations, resulting in a 95% decrease in customer complaints and a 35% increase in productivity.
Overview
14
14
years of professional experience
Work History
Senior Consultant – Customer Service
Ametek Instrument India Pvt Ltd
12.2021 - Current
- Proactively manage customer inquiries, complaints, and feedback to ensure high customer satisfaction and loyalty
- Develop and implement customer service procedures, policies, and standards
- Train and monitor customer service staff to ensure their performance meets standards
- Analyze customer feedback and devise strategies to increase customer engagement and loyalty
- Foster strong customer relationships, ensure customer needs are met, and resolve conflicts
- Use customer service metrics and KPIs to report and analyze customer satisfaction levels
- Build and maintain collaborative relationships with other departments and external partners
- Develop and implement strategies to maximize customer retention and loyalty
- Design customer service training programs to ensure staff are informed and up-to-date
- Monitor customer service activity, evaluate results, and suggest improvements
- Troubleshoot customer service problems and devise solutions in a timely manner
- Proactively seek customer feedback, suggest improvements, and measure customer satisfaction levels
- Identify customer service trends and leverage insights to develop and implement customer service strategies.
Freelance (Secretary)
Nee Enterprises Pvt Ltd
07.2019 - 11.2021
- Attending meetings, keeping track of the minutes and ensuring that commitments made are kept up
- To handle the executive’s agenda and assist in planning appointments, board meetings, conferences, etc
- Coordinate and ensure that all MIS reaches the Chairman’s office in time
- Receiving and screening phone calls and redirecting them when appropriate
- Handling and prioritizing all outgoing or incoming correspondence (email, letters, packages, etc.)
- Handling confidential documents, ensuring they remain secure
- Monitoring office supplies and negotiating terms with suppliers to ensure the most cost-effective orders
- Conducting research and preparing presentations or reports as assigned
- Maintaining electronic and paper records ensures information is organized and easily accessible
- Preparing invoices or financial statements and aiding in bookkeeping.
Deputy Manager
VAYA LIFE PVT LTD
04.2018 - 07.2019
- Managed a team of customer service representatives, resulting in a 20% increase in customer satisfaction ratings
- Developed and implemented new customer service policies and procedures, resulting in a 15% reduction in customer complaints
- Collaborated with cross-functional teams to deliver on-time and on-budget projects and initiatives.
Collection Manager
Daimler Financial Service Pvt Ltd India
09.2015 - 02.2017
- Identified areas of the collection process that need improvement and implemented an enhanced process that will help collectors be more effective
- Trained new employees and held training reviews for established employees
- Prepare and submit monthly reports
- Maintain customer accounts in accordance with company policies
- Develop and maintain relationships with customers.
Process Advisor
Barclays Service Pvt Ltd
09.2012 - 08.2015
- Understanding and analysing customer complaints regarding the insurance charged to the customer account and providing exact resolutions
- Investigate the complaint with the help of all possible evidence and collect all the documents from different departments which can help the investigation
- Follow up with the process change and update the team
- Supported new team with training and did floor support
- Maintained cent percent quality handled escalation complaints and checked the problematic areas onshore.
Customer Relationship Manager
Shell Oil and Petroleum
08.2011 - 08.2012
- Providing Support to Shell Customers (Retail Shops/Whole Sellers/Small, Medium, and Heavy Industrial Customers such as Maruti Suzuki, Ford, Skoda, Hyundai, Renault Nissan, GAIL, Reliance, etc...) purchasing Lubricant products all over India and Abroad
- Provide support to the Logistics Planning Team for delivery and dispatch
- Taking help on order processing regarding correct product selection as per requirements and whenever required
- Communicate with the Sales team for clarity on customer requirements and nature of business if required
- Refer new customers to Regional Sales Managers.
Service Manager
Standard Chartered Bank
04.2010 - 07.2011
- Assisted in the management of a team of customer service representatives, resulting in a positive impact on the company's overall performance
- Demonstrated strong attention to detail, resulting in a 25% decrease in errors
- Provided support to senior customer service managers, resulting in a positive impact on the company's overall performance.
Education
PG in HR Management -
Standfield School Of Business
Bsc Computer Science - undefined
Saurashtra College
12th - undefined
Chenthana Matriculation
10th - undefined
Kendriya Vidyalaya
Skills
- Team Leadership
- Customer Service Expertise
- Policy and Procedure Development
- Project and Initiative Management
- Resource and Time Management
- Attention to Detail
- Problem-Solving Skills
- Cross-Functional Collaboration
- Customer Satisfaction Improvement
- Complaint Reduction Strategies
- Performance and Productivity Measurement
- Supervisory and Mentoring Skills
- Crisis Management
- Strategic Planning
- Data Analysis and Reporting
Languages
Hindi, English, Tamil
Personal Information
- Father's Name: R.Kaliappan
- Date of Birth: 01/20/85
- Nationality: Indian
- Marital Status: Single
Systemknowledge
Freshdesk, Navision, Knowlarity, Asterdial, SAP CRM, PEGA, KANA
Disclaimer
I hereby certify that all the information furnished above is true to the best of my knowledge.
System Knowledge
Freshdesk
Navision
Knowlarity
Asterdial
SAP CRM
PEGA
KANA
Additional Information
I hereby certify that all the information furnished above is true to the best of my knowledge.
Yours Sincerely,
K Devi
Timeline
Senior Consultant – Customer Service
Ametek Instrument India Pvt Ltd
12.2021 - Current
Freelance (Secretary)
Nee Enterprises Pvt Ltd
07.2019 - 11.2021
Deputy Manager
VAYA LIFE PVT LTD
04.2018 - 07.2019
Collection Manager
Daimler Financial Service Pvt Ltd India
09.2015 - 02.2017
Process Advisor
Barclays Service Pvt Ltd
09.2012 - 08.2015
Customer Relationship Manager
Shell Oil and Petroleum
08.2011 - 08.2012
Service Manager
Standard Chartered Bank
04.2010 - 07.2011
PG in HR Management -
Standfield School Of Business
Bsc Computer Science - undefined
Saurashtra College
12th - undefined
Chenthana Matriculation
10th - undefined
Kendriya Vidyalaya
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