Guru Prakash

Subject Matter Expert

Chennai,TN

Summary

Accomplished Customer Service Subject Matter Expert from Sutherland Global Service, adept in complaint resolution and displaying empathy, significantly increased first-contact resolution rates. Leveraged problem-solving abilities and cultural awareness to drive process improvements, mentor new hires, and enhance interdepartmental collaboration.

Overview

year of professional experience

Languages

Work History

Customer Service Subject Matter Expert

Sutherland Global Service

05.2023 - Current

Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.

Education

Bachelor of Arts - English Literature, India

Annamalai University

Chidambaram, India

04.2001 -

Skills

Complaint Handling
Empathy Display
Cultural Awareness
Call center experience
Customer Service

Problem-solving abilities
Complaint resolution
Live chat support
Account Management

Accomplishments

Was a part of training the New Hires for the fourth Quadrant (Q4) in the year 2023.
Was a part of the Support Staff during the fourth Quadrant (Q4) in the year 2023.
Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Supervised team of 42 staff members.

Timeline