Outdoor sports
Kalaiselvan Ps
Customer Service Specialist
Chennai
Summary
Experienced Relationship manager bringing 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Customer Service Specialist
Matrimony.com
chennai
06.2013 - 10.2018
- Made customers aware of current and new programs and services.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Completed opening and closing functions to meet operational needs.
- Trained new team members on live chat procedures and customer service protocols.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Assisted team leader with coaching and mentoring of new employees.
- Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
- Identified and implemented correct solutions to client issues first-time around within established time limits.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Trainer Assistant
matrimony.com
chennai
- Provided coaching and mentoring to employees.
- Recruited and trained new members of guest service team.
- Tracked attendance and evaluated progress for assigned trainees.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Trained and mentored new hired to fulfill various roles.
Escalation Specialist
matrimony.com
chennai
11.2018 - 07.2021
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Provided feedback on product or service improvements to better meet customer needs and expectations.
- Up-sold and cross-sold products and services by promoting additional options to increase sales and revenue.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Provided outreach for additional information for appeals and grievances.
- Submitted verbal and written notification to members and providers.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Finance & Service
matrimony.com
chennai
08.2021 - Current
- Investigated disputed credit or debit card transactions.
- Resolved disputes by processing refunds and debits to cardholders or merchants.
- Identified fraud and reported suspected cases to appropriate contact.
- Matched purchase orders with invoices and recorded necessary information.
Education
Bachelor of Arts - BA English Literature
Annamalai University
Chennai 04.2001 -
Skills
Customer Relations
Training and mentoring
Team Building
Inter-department collaboration
Interests
Technology
Timeline
Finance & Service
matrimony.com
08.2021 - Current
Escalation Specialist
matrimony.com
11.2018 - 07.2021
Customer Service Specialist
Matrimony.com
06.2013 - 10.2018
Bachelor of Arts - BA English Literature
Annamalai University
04.2001 -
Trainer Assistant
matrimony.com