Harish M
Sr. Executive
Chennai
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Project Coordinator
FatPipe Networks
Chennai, Tamilnadu
09.2022 - Current
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Resolved problems, improved operations and provided exceptional service.
- Proven ability to learn quickly and adapt to new situations.
- Developed strong communication and organizational skills through working on group projects.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated leadership skills in managing projects from concept to completion.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Senior Associate IT helpdesk
Sutherland private limited
Chennai
09.2015 - 05.2022
- (6 years 9 months)
- Project: McAfee Smart Leap TS
- Handling incoming calls regarding technical issues and service related queries
- Contributed to a dynamic sales increase in 2016 by improving lead-generation and sales-tracking methods
- Retaining the customer by educating them about the services, features, offers and discounted price
- Reviewed and made adjustments to improve quality score
- Refunding the amount to customer as per company policies
- Sending the reports to internal team regarding the invalid concessions
- Ensured Client retention through Negotiating and convincing skills
- Handling new hire training and escalation calls
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
Subject Matter Expert
IV Support Technologies
Chennai
04.2013 - 08.2015
- 2 Years 5 months)
- Investigated & understood key business issues, existing business models, and the data flow and provided clear and timely analysis/recommendations and improvements
- Supported operations and related processes
- Gap analysis and process optimization and implemented improvements
- Developed Management skills such as value-add, resource spent/time, a dollar spent/time, time to delivery, time to resolve, planned vs
- Worked as a liaison across Business owners and the Delivery team to facilitate successful execution of deliverables
- Established extensive procedures and policies for troubleshooting and resolving hardware and software issues.
Customer Service Executive
First Source Private Limited
03.2011 - 05.2012
- Handle customer inquiries, complaints, billing questions and payment extension/service requests
- Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume)
- Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s mentors and trainers of both new and established employees
- Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement
- Informed customers of sales promotions and services, warranties or terms of sale, and refunds or exchanges.
Education
Diploma - Electronic And Communication
Sri Adhishankarar Polytechnic College
S.S.C - undefined
Seventh Day Adventist Matriculation School
Skills
Customer Relations
Coaching and mentoring
Strategic planning
Lead Generation
Critical Thinking
Performance Management
Proficient in MS Office
Certification
Post diploma in Hardware Technology and Networking
Timeline
Project Coordinator
FatPipe Networks
09.2022 - Current
Senior Associate IT helpdesk
Sutherland private limited
09.2015 - 05.2022
Subject Matter Expert
IV Support Technologies
04.2013 - 08.2015
Customer Service Executive
First Source Private Limited
03.2011 - 05.2012
Post diploma in Hardware Technology and Networking
07-2008
Diploma - Electronic And Communication
Sri Adhishankarar Polytechnic College
S.S.C - undefined
Seventh Day Adventist Matriculation School