Gowri Sankari Poongavanam
Senior customer support representative
Chennai,TN
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Conscientious customer service representative with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes.
And skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
FTHDAILY
Maratali, Bangalore
02.2021 - Current
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
Senior Customer Support Analyst
HCL Technologies
Chennai, Tamilnadu
07.2018 - 08.2020
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Worked within task management system to receive, manage and close support requests.
- Recognized escalation needs and connected customers with advanced support staff.
- Retained existing clients and developed Number new accounts by extending high quality and efficient support service.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Partnered with sales, operations and field service teams to coordinate solutions.
Customer Support Associate
TCS - Time Customer Service
Chennai , Tamilnadu
01.2015 - 08.2017
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Liaised between corporate decision-makers and sellers on issues involving fees, prohibited items and gating.
- Recommended products to customers, thoroughly explaining details.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided seller support on refunds, posted feedback and policy changes.
- Displayed flexibility to adapt to quarterly policy changes and database re-organization.
- Provided primary customer support to internal and external customers.
- Answered questions regarding seller inventory, shipping, payments and buyer complaints.
Education
Master Of Business Administration - Finance
Madras University
Chennai 05.2016
B.com (general) - Accounting And Finance
Valliammal College
Chennai05.2013
Skills
- Inbound and Outbound Calling
- Creative problem solving
- Receiving support
- International sales support
- Training development aptitude
- Order Fulfillment
- Shipping procedures understanding
- Strategic sales knowledge
- Sales expertise
- Complaint resolution
- Administrative support
- Account management
Timeline
Customer Service Representative
FTHDAILY
02.2021 - Current
Senior Customer Support Analyst
HCL Technologies
07.2018 - 08.2020
Customer Support Associate
TCS - Time Customer Service
01.2015 - 08.2017
Master Of Business Administration - Finance
Madras University
B.com (general) - Accounting And Finance
Valliammal College
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