Divine Shibu
Alappuzha
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
10
10
years of professional experience
Work History
Customer Relations Executive
Poornam Info Vision Pvt Ltd
Kochi
03.2018 - Current
- Worked closely with management team in setting up goals for enhancing overall quality of service provided by the organisation.
- Monitored performance metrics such as response time, resolution rate.
- Built strong relationships with customers by responding promptly to their inquiries.
- Developed customer relations strategies to ensure customer satisfaction.
- Prepared reports summarising customer feedback, trends, opportunities and challenges.
- Provided technical support for customers on products and services.
- Provided training sessions on best practices related to customer service excellence.
- Coordinated with cross-functional teams such as sales, engineering, marketing to ensure successful delivery of projects.
- Collaborated with other departments to resolve customer complaints efficiently.
- Implemented new processes and procedures to improve customer service standards.
- Maintained accurate records of customer interactions and transactions.
- Maintained high satisfaction rating with customers by providing exceptional service and support.
- Answered inbound calls, chats and emails to facilitate customer service.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Exceeded company productivity standards on consistent basis.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Mentored new employees on procedures and policies to maximize team performance.
- Upheld privacy and security requirements for customer information.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Surpassed sales goals through implementation of successful marketing strategies.
- Processing of Customer Orders
- Preparation of contracts, agreements, etc
- Handled Level1 Web-hosting technical queries.
Customer Chat Support Executive
Maebag.com
Kochi
10.2016 - 09.2017
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Managed multiple chats simultaneously while maintaining accuracy in responses.
- Provided assistance in resolving escalated customer complaints effectively.
- Resolved customer inquiries in a timely manner.
- Identified potential problems and suggested solutions to customers.
- Maintained up-to-date knowledge of products and services offered by the company.
- Maintained a positive attitude towards customers during all interactions.
- Communicated proactively with customers regarding their inquiries or concerns.
Front Office Assistant
Renai Green Fields, Kumarakom
Kottayam
09.2014 - 10.2015
- Managed guests bookings and reservations.
- Answered and forwarded the phone calls.
- Answered incoming calls, responded to voicemails and transferred calls as needed.
- Processed payments from customers using cash, credit cards or checks.
- Greeted customers and provided assistance with inquiries.
- Received and screened high volume of internal and external communications.
- Welcomed large volume of guests and improved overall customer service.
- Researched customer complaints or billing issues as necessary.
- Directed clients and guests to correct departments, rooms, and staff members.
- Performed accounting or financial analysis.
Education
Graduation - Tourism And Travel Management
Sree Narayana Arts & Science College, Kumarakkom
05.2016
Higher Secondary Eductaion - Science Education
S.N.H.S.S Sreekandeswaram
03.2013
Skills
- Self-motivated
- Effective communication skills
- Excellent telephone manner
- Ability to use positive language
- Strong time management skills
- Attention to detail
- Problem solving skills
- Leadership skills
- Training and Evaluation Skills
- Performance Management
- Knowledge in MS Office
- Complaint Handling
- Strong Interpersonal Skills
- Customer Satisfaction
- Issue Resolution
- Customer Service
- Business Development Understanding
- Sales Expertise
- Complaint Resolution
- Quality Control
- Problem-Solving Abilities
- Administrative Support
- Customer Engagement
- Report Generation
- Stress Tolerance
- Mediation
- Office Equipment Proficiency
- Technical Support
- Professional Telephone Demeanor
- System Implementation
- Typing Proficiency
- Order Fulfillment
- Report Creation
- Microsoft Office Expertise
- Risk Management
- CRM Software
Websites
Accomplishments
- Promoted as Team Admin (02/2019), within one year of joining based on the performance
Hobbies and Interests
- Travel
- Listening to music
- Watching movies
- Volunteering and community involvement
Languages
English
Proficient (C2)
C2
Malayalam
Proficient (C2)
C2
Tamil
Intermediate
B1
Timeline
Customer Relations Executive
Poornam Info Vision Pvt Ltd
03.2018 - Current
Customer Chat Support Executive
Maebag.com
10.2016 - 09.2017
Front Office Assistant
Renai Green Fields, Kumarakom
09.2014 - 10.2015
Graduation - Tourism And Travel Management
Sree Narayana Arts & Science College, Kumarakkom
Higher Secondary Eductaion - Science Education
S.N.H.S.S Sreekandeswaram
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