Hanitha Mathana Gopal
Chennai
Summary
Dynamic leader with a proven track record at KALA Communications, enhancing project efficiency and team productivity. Expert in problem-solving and customer service excellence, significantly reducing customer complaints at Groupon Inc. Skilled in computer applications and fostering teamwork, consistently exceeding performance targets without compromising quality.
Overview
12
12
years of professional experience
Work History
Executive Producer
KALA Communications
Chennai
03.2019 - 06.2022
- Applied accounting and financial management acumen to every area of TV serial production
- Collaborated closely with directors and other key personnel to develop cohesive artistic visions for the project
- Ensure production meets competitive goals and projects the intended brand image
- Maintain the budget and approve schedules
- Manage existing crew members and improve productivity
- Resolve any scheduling or logistical conflicts that delay filming
Customer Resolution Specialist
Groupon Inc
Chennai
04.2013 - 11.2018
- Collaborated with team members to develop new strategies that reduced customer complaints significantly
- Handled emotional customers with delicacy and empathy while maintaining company policy
- Was selected to be a part of Groupon’s core Scheduling Team owing to outstanding performance records in Customer Support
- Conducted proactive study on repeated vendor issues to prevent major escalations
- Represented the Team in CSAT improvement committee
- Maintaining frequent contact with hundreds of merchants in order to ensure quicker customer resolution
- Received recognition from management for consistently exceeding performance targets related to customer satisfaction metrics
Quality Analyst
Sutherland Global Service
Chennai
09.2010 - 02.2013
- Work focuses on providing efficient Customer Support via E-mails and Chat
- This includes: Completing the assigned targets without any deviation to the quality and policies
- Meeting the assigned KRAs and reducing customer dissatisfaction rate
- Good team builder and making the team achieve the desired results
- Analysing the resolution provided to the customer
- Calibrating the contacts with clients to share the overall experience
- Finding the root-cause for Customer Dissatisfaction and implementing new ideas to avoid them
- Monitoring and coaching the CSAs on Quality metrics and the Policy adherence
- Managing the teams of 40+ people
- Outlining and monitoring responsibilities of Team Leaders
Education
Bachelor of Science - Computer Application
New Prince Shri Bhavani Arts And Science College
Chennai 03-2010
Higher Secondary Education -
Shri Venkateshwara Higher Secondary School
Chennai03-2007
Skills
- Problem-solving skills
- Customer service excellence
- Computer applications
- Teamwork and collaboration
- Budget management
- Time management abilities
- Schedule coordination
Personal Details
Date of Birth: 28th May 1990
Address: No.3/118, Sri Srinivasan Flats, S3,
RR Nagar 4th Street, Iyyapanthangal, Ch-600 056.
Marital Status: Married
Languages
- English
- Tamil
- Telugu
Timeline
Executive Producer
KALA Communications
03.2019 - 06.2022
Customer Resolution Specialist
Groupon Inc
04.2013 - 11.2018
Quality Analyst
Sutherland Global Service
09.2010 - 02.2013
Bachelor of Science - Computer Application
New Prince Shri Bhavani Arts And Science College
Higher Secondary Education -
Shri Venkateshwara Higher Secondary School
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