JACOB ELIAS
Bangalore
Summary
Experienced in online customer services. Responding to customer inquiries regarding online products. Expert in Voice and Non-voice channels. Worked in a key position in the department. Worked under multiple LOB according to the business requirements. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Subject Matter Expert
LICIOUS
2020.04 - 2024.02
- Worked in Outbound, ORM, and Email Support
- Handling Escalations and Grievance
- Helping the team members to achieve their KRA
- Handling daily performance reports & sharing daily updates & feedback with the team
- Preparing weekly roster
- Handling MTD performance reports
- Daily audits on DSAT and sharing observations with team members
- Handling multiple pings and queries to fellow team members to resolve the query at the earliest
- Handling Order Management portals & Monitoring Live dashboard.
- Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
- Resolved escalated customer issues in a timely manner while maintaining positive relationships.
- Offered one-on-one support for team members and managers to drive continuous improvement.
Relationship Manager
ACKO DRIVE
2019.09 - 2020.04
- Work on daily tasks
- Handling inbound and outbound calls
- Interacting with Domestic customers
- Handling sales and services & Maintain record.
- Identified customer needs, developed customized solutions, and provided knowledgeable advice.
- Collaborated with various departments to improve communication and deliver individualized customer solutions.
Sr. Customer Service Representative
REDBUS
2015.01 - 2019.05
- Interacting with Domestic customers
- Handling inbound, outbound calls & emails
- Handling Escalation calls
- Completing daily and monthly Targets
- Helping peers in the absence of the team head
- Handling pings and queries to fellow team members to resolve the query at the earliest as an acting Spoc.
- Provided technical support to customers via phone, and email.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Monitored customer feedback surveys to identify areas of improvement.
- Managed high volume of inbound customer calls with professionalism.
Education
B.COM - Accounting And Business Management
IVUP College
2016-05
PUC -
IVUP College
2013-05
SSLC -
St. Aloysius High School
2011-06
Skills
- Hardworking abilities to produce the best results within a specified time.
- Good at planning & controlling.
- Work effectively with professionals of top level with personal excellence.
- Successfully worked to strict deadlines.
- Able to deal with problems calmly and efficiently.
- Rapid relationship building and team building & people management.
- MS OFFICE, MS EXCEL and MS WORD.
- Strong analytical skills
- Customer Focus
- Team building
- Multitasking
Personal Information
- Father's Name: BENEDICT ELIAS
- Mother's Name: AMSA RANI
- Date of Birth: 05/28/1995
- Nationality: Indian
- Marital Status: Unmarried
Languages
English
First Language
English
Proficient (C2)
C2
Kannada
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Timeline
Subject Matter Expert
LICIOUS
2020.04 - 2024.02
Relationship Manager
ACKO DRIVE
2019.09 - 2020.04
Sr. Customer Service Representative
REDBUS
2015.01 - 2019.05
B.COM - Accounting And Business Management
IVUP College
PUC -
IVUP College
SSLC -
St. Aloysius High School
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