Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Projects
Disclaimer
Timeline
Generic
JAGANATHAN M

JAGANATHAN M

Chennai

Summary

Interacting with the Customer for requirements gathering & better understanding the customer issue. Raising service request for customer network issue, payment issue, cancellation issue and follow up. Handling the higher escalations. Achieve high standard customer satisfaction Good customer relationship skills and customer handling skills. Possess knowledge in administration of call centre and the services. Exceptional ability to work with World-class SMEs in order to extract their domain knowledge, business rules, decision process, and expertise so it can be documented and digitized.

Overview

6
6
years of professional experience

Work History

Senior Executive

Hexaware Technologies
Chennai
02.2023 - Current
  • • Operations – BOTMNL and BOT2B Netherlands.
    • Senior Service Executive in Tele2 and TMNL Brands to Network Antenna connections.
    • Handling the tools like Citrix. Platforms are Salesforce, Etendis, Power BI, SMS diensten, Verint Express.
    • Salesforce and Verint Express is used to identify the overall details for customer end.
    • Power BI is help us to collect data from customer.
    • SMS diensten is helping us to contact the customer directly through Mail.
    • Excellent to handling the tools in MS Excel and MS Outlook and Microsoft Teams.
    • Order creation deploying new routers, change request -upgrade
    /downgrade , IP change , billing activation , assisting field engineer.
    • Handled bulk orders for SD Wan underlays and Quality (case audit) reporting to TL, Weekly client calls.

Business Associate

Altruist Customer Management India Private Limited
01.2019 - 03.2022
  • Reading customer mails and understanding the exact concern
  • Interacting with the Customer for requirements gathering & better understanding the customer issue
  • Raising service request for customer network issue, payment issue, cancellation issue and follow up
  • Discussing billing issue with the customer and offering possible solutions
  • Providing information on additional products and services to customer
  • Resolving customer issue and avoid escalations
  • Providing individual feedback to the team members as a way of developing and identifying where additional support and training may be required
  • Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs and work processes.

Education

B.E. (Mechanical Engineering) -

St. Joseph’s college of engineering
Chennai
01.2014

12th -

Zion Matriculation Higher Sec School
Madambakkam

10th -

Jeeva Velu Matriculation Higher Sec School
Tiruvannamalai

Skills

  • Customer Relationship Management
  • Requirement Gathering
  • Understanding the problem
  • Resolving Customer Queries
  • Interacting with the Customer
  • Raising service request
  • Handling the higher escalations
  • Achieve high standard customer satisfaction
  • Good customer relationship skills
  • Possess knowledge in administration of call centre and the services
  • Exceptional ability to work with World-class SMEs
  • Extracting domain knowledge
  • Documenting and digitizing expertise
  • Asset quality assurance
  • Metadata management
  • Reporting
  • Resolving customer issues
  • Reading customer mails
  • Discussing billing issues
  • Offering solutions
  • Providing information on additional products and services
  • Providing individual feedback
  • Setting quality standards
  • Quality control
  • Reviewing inspection reports
  • Initiating action plans
  • Managing quality-related issues
  • Implementing control plans
  • Developing sample parts
  • Measuring instruments
  • Visual inspection
  • Determining minimal requirements
  • Ensuring compliance with QA standards

Personal Information

Date of Birth: 11/28/92

Languages

  • English
  • Tamil

Projects

Manufacturing Technology, Design and fabrication of multiple spindle drill head Manufacturing Technology, Selection of welding parameters for mild steel plate using gas metal arc welding

Disclaimer

I hereby declare that all the details furnished here are true to the best of my knowledge.

Timeline

Senior Executive

Hexaware Technologies
02.2023 - Current

Business Associate

Altruist Customer Management India Private Limited
01.2019 - 03.2022

B.E. (Mechanical Engineering) -

St. Joseph’s college of engineering

12th -

Zion Matriculation Higher Sec School

10th -

Jeeva Velu Matriculation Higher Sec School

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JAGANATHAN M