Jakin Philips Robert
Chennai
Summary
Summary: Customer Service and Operations Professional
Dedicated customer service professional with a proven track record of managing customer inquiries, resolving issues, and ensuring client satisfaction. Skilled in delivering prompt and effective support while adhering to Service Level Agreements (SLAs). Proficient in handling technical glitches related to promo codes and processing cash reimbursements. Additionally, experienced in logistics coordination and customer engagement.
Key Skills:
Customer Support: Independently managed customer service operations for the “OD Rewards” process, providing efficient email-based support to US-based customers.
Technical Troubleshooting: Expertly assisted customers in applying promo codes for online and physical purchases, resolving issues caused by technical glitches.
Logistics Coordination: Managed air imports and exports, ensuring seamless coordination with operations teams and efficient shipment tracking.
Multilingual Communication: Proficiently handled inbound inquiries in Tamil, Malayalam, and English, addressing emergency calls related to debit card blocking.
Quality Assurance: Conducted comprehensive audits, categorized service executives, and provided constructive feedback for performance improvement.
Reporting and Analysis: Generated detailed reports, including quality assessments, feedback analysis, and incident reports.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Senior Client Partner – Athena
Access Healthcare Services Pvt Ltd
Chennai
2022.06 - 2023.09
- Engaged in communication with insurance representatives to identify precise denial causes for medical claims in the U.S.
- Executed claim resolution within defined Turnaround Time (TAT).
Developed comprehensive end-to-end and partial resolution strategies to successfully close denied or pending claims. - Addressed claim issues effectively through telephone communication.
Facilitated editing and resubmission of claims when corrections were necessary. - Directed corrected claims to the appropriate department for further handling.
Obtained client approval for resolution, especially for pivotal claims. - Initiated escalation emails and diligently followed up with clients to ensure timely resolution of claims issues.
Customer Service Executive – Indian Bank Process
Tech Mahindra Ltd
2020.12 - 2021.12
- Professionally managed inbound customer inquiries in three languages( Tamil, Malayalam and English) and efficiently addressed emergency calls related to debit card blocking, ensuring a high level of service quality
- Effectively resolved all credit card-related inquires, including emergency credit card blocking
- Additionally, conducted outbound calls to address outstanding loans and credit card matters with a focus on proactive customer service and debit management.
Quality Analyst – Indian Bank Process
Tech Mahindra Ltd
2020.12 - 2021.12
- Conducted comprehensive audits to access the professionalism and customer-friendliness of services delivered by Customer Service Executives in alignment with established quality objectives
- Systematically categorized Customer Service Executives based on their service levels and performance standards
- Provided constructive feedback to underperforming team members, focusing on performance improvement
- Conducted in-depth analysis of critical service provided by Customer Service Executives, delivering necessary warnings and maintaining detailed documentation for corrective action when performance standards were not met
- Consistently generated and submitted detailed reports, encompassing daily, weekly and monthly audits, assessments of team member’s quality performance, feedback analysis reports, critical incident reports and random product test findings report
- Maintained a continuous commitment to staying informed about the latest products and services offered by the organization.
Business Development Executive
Thomas Global Logistics Pvt Ltd
2018.01 - 2019.11
- Managed logistics of Air Imports and Exports with precision and expertise at Thomas Global Logistics
- Proactively initiated and cultivated valuable leads through a combination of inside sales efforts and strategic fieldwork, laying the foundation for enduring and mutually beneficial business partnerships
- Proficiently respond to customer inquiries, providing competitive price quotes by meticulously evaluating the current market values
- Facilitated seamless coordination with the Operations team by promptly communicating essential details and securing all necessary documentation to streamline the initiation of Import or Export process
- Manage end to end shipment tracking, diligently collect Delivery Orders (DOs) and promptly inform customers about Cargo Arrival Notice (CAN) to ensure a seamless and efficient logistics experience.
Customer Service Executive
HCL Technologies Ltd
1 2017 - 2017.12
- Independently managed customer service operations for the “OD Rewards” process to US based Customers through Email communication
- Delivering prompt and effective customer support in strict adherence to predefined Service Level Agreements(SLAs)
- Expertly assisting customers in applying Promo Codes for online purchases and physical purchases on Office Depot products while proactively resolving any related issues
- Effectively processed cash reimbursements to customer’s accounts in case where Promo Codes are not applied due to technical glitch, ensuring client satisfaction and financial integrity
- Proactively informing customers about the latest Rewards Offers and Promo Codes, keeping them informed and engaged in buying Office Depot products.
Education
Bachelor of Commerce – Information Systems Management -
Alpha Arts and Science College, Madras University
2013.07 - 2016.05
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Mar Thoma Matriculation Higher Secondary School
Skills
Customer Satisfaction
Technical understanding
Teamwork and Collaboration
Multitasking Abilities
Excellent Communication
Creative solutions
Customer Engagement
Problem-Solving
Certification
Logwiz Institute of Shipping and Logistics – Certified Shipping & Logistics Professional
Timeline
Senior Client Partner – Athena
Access Healthcare Services Pvt Ltd
2022.06 - 2023.09
Customer Service Executive – Indian Bank Process
Tech Mahindra Ltd
2020.12 - 2021.12
Quality Analyst – Indian Bank Process
Tech Mahindra Ltd
2020.12 - 2021.12
Business Development Executive
Thomas Global Logistics Pvt Ltd
2018.01 - 2019.11
Bachelor of Commerce – Information Systems Management -
Alpha Arts and Science College, Madras University
2013.07 - 2016.05
Customer Service Executive
HCL Technologies Ltd
1 2017 - 2017.12
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Mar Thoma Matriculation Higher Secondary School
Logwiz Institute of Shipping and Logistics – Certified Shipping & Logistics Professional
Certified Tally ERP 9
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