Divesh Kumar D
Chennai
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
5
5
years of professional experience
Work History
Senior Customer Support Executive
Teleperformance Global Services Private Limited
Chennai
04.2023 - Current
- Informing customers via call and email regarding the flight delays, flight cancellations, flight diversions, and recovery status of the shipments that were tendered by the customers.
- Coordinating with cross-functional teams to ensure the timely resolution of customer queries.
- Maintaining records of all interactions with customers for future reference and analysis.
- Working on impacted AWBs under to-be-cancelled flights, and rebooking or forwarding the AWBs to the respective LOB to get them rebooked for the next available flights.
- Working on impacted AWBs for the embargoed station due to bad weather.
Technical Support Engineer
Iopex Technologies Private Limited
Chennai
09.2022 - 04.2023
- Handled customers issues via phone for a technology support
- Troubleshooted technical issues regarding products in WiFi, Surveillance cameras
- Provided active updates to customers via phone until the issues are resolved
- Escalated critical issues to Level-2 and Customer Care team located in other global locations
- Documented cases in line with process requirements.
Customer Service Associate
Sutherland Global Services Private Limited
Chennai
09.2021 - 08.2022
- Assisted customers via chat regarding the orders placed on Amazon and payments.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys, and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions, and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Customer Service Associate
Sutherland Global Services Private Limited
Chennai
02.2020 - 01.2021
- Assisted customers via call regarding the orders placed on Amazon.
- Provided information about products and services available to customers.
- Processed customer orders accurately and efficiently.
- Resolved customer inquiries in a timely manner.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Followed up with customers after purchase to ensure satisfaction.
Education
Bachelor's of Engineering -
St. Joseph College of Engineering
05.2019
HSC -
St. Matthias Anglo-Indian Higher Secondary School
05.2015
SSLC -
St. Matthias Anglo-Indian Higher Secondary School
05-2013
Skills
- Inbound and outbound calling
- Quality Assurance
- Order fulfillment
- Active listening
- Complaint resolution
- Worked on CRM
- Created service requests in the CRM application to reflect reported issues and manage customer expectations throughout escalation and/or resolution
- Empathy display
References
Request On Demand
Personal Information
- Father's Name: Dhakshnamurthy M
- Date of Birth: 11/08/1997
Hobbies and Interests
- Reading
- Writing
- Photography
- Gardening
- Listening to instrumental musics and podcasts
Languages
Tamil
First Language
English
Upper Intermediate
B2
Timeline
Senior Customer Support Executive
Teleperformance Global Services Private Limited
04.2023 - Current
Technical Support Engineer
Iopex Technologies Private Limited
09.2022 - 04.2023
Customer Service Associate
Sutherland Global Services Private Limited
09.2021 - 08.2022
Customer Service Associate
Sutherland Global Services Private Limited
02.2020 - 01.2021
Bachelor's of Engineering -
St. Joseph College of Engineering
HSC -
St. Matthias Anglo-Indian Higher Secondary School
SSLC -
St. Matthias Anglo-Indian Higher Secondary School