Karthick Raj Ramalingam
Customer Service Executive
Chennimalai,Tamilnadu
Summary
Driven Customer Service Executive with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions.
Overview
2
2
years of professional experience
15
15
years of post-secondary education
1
1
Language
Work History
Customer Service Executive
Tata Communications And Transformation Service Ltd
04.2022 - Current
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Defined clear targets and objectives and communicated to other team members.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Coordinated with other departments as needed, ensuring seamless handoff of customer issues for swift resolution.
- Streamlined communication channels for improved customer interactions and more efficient problem resolution.
- Performing project coordination and supplying engineering duties.
- My responsibility is to organize all internal and external stakeholders involved in ISP products and deliver them to the consumer under management.
- International Telecom Process, serving as a project manager for Vodafone UK for B2B clients.
- Converting every customer circuit from one node to a new node in accordance with project specifications.
- Configuration of transmission device and providing services.
- Taking care of routine client calls regarding the progress and completion of projects.
- Taking care of fault management and alarm monitoring.
- Resolving escalation in smooth manner within SLA
- Handled all expedite and escalated tickets directly with the customers.
- Providing service like IPVPN, EWL, SDWAN and MPLS
- Led the design and implementation of SD-WAN solutions for multiple enterprise clients, resulting in improved network performance and reduced operational costs.
- Collaborated with network engineering teams to define SD-WAN architecture, including traffic engineering policies, security measures, and cloud connectivity options.
- Configured and deployed SD-WAN appliances and orchestrators, ensuring seamless integration with existing network infrastructure and business applications.
- Implemented security measures within SD-WAN environments, including encryption, firewall policies, and intrusion detection/prevention systems, to protect against cyber threats.
- Conducted performance monitoring and analysis using SD-WAN monitoring tools, identifying optimization opportunities and troubleshooting network issues proactively.
- Provided technical guidance and support to clients during SD-WAN deployment and migration phases, ensuring minimal disruption to business operations.
Education
BE - Electronics And Communications Engineering
Anna University
Chennimalai, India03.2020
HSLC - Higher Secondary
Govt Higher Sec School
Chennimalai, India 04.2001 - 04.2016
SSLC -
Govt High School
Chennimalai, India04.2014
Additional Information
Customer Service: Excellent customer service skills are crucial for interacting with customers, addressing their inquiries, troubleshooting their connectivity issues, and providing technical support. Patience, empathy, and effective communication are key.
Technical Troubleshooting: Proficiency in troubleshooting network issues, diagnosing connectivity problems, and resolving technical issues efficiently. This includes using diagnostic tools, analyzing logs, and identifying root causes of problems.
Monitoring and Maintenance: Ability to monitor network performance, analyze traffic patterns, and conduct routine maintenance tasks to ensure the reliability and availability of ISP services. Knowledge of network monitoring tools and methodologies is essential.
Quality Assurance: Ensuring the quality and reliability of ISP services by conducting performance testing, service audits, and quality assurance checks. Ability to identify areas for improvement and implement measures to enhance service quality.
Achievements
Awarded for Responsive: Accountability and Ownership
15 December, 2023 - Stretching your working hours to reduce the long pending backlog from 51 to 8 orders by liaising with all the stakeholders in both Onshore and Offshore to clear the dependencies which has been appreciated by the customer. Well done!!
11 July, 2023 - Efforts taken in getting the reports automated which helped to minimize the manual efforts spent and producing on time reports to team members on daily basis. Great efforts on training and engaging the new joiners and made them productive in short span. Well done!
13 January, 2023 - Appreciate your efforts and ownership in completing the Virgin Media bulk cease request in
short span which helped to stop the billing of third-party tails in advance. Good work, well done!
Awarded for Responsive: Daring, Courageous and Resilience
01 August, 2022 - Learnt the Cease process in short span and taken the ownership of guiding the new joiners
along with his BAU activity. Much appreciated efforts, well done!
Disclaimer
I hear by declare that the above furnishded details are true to the best of my knowledge
Timeline
Customer Service Executive
Tata Communications And Transformation Service Ltd
04.2022 - Current
HSLC - Higher Secondary
Govt Higher Sec School
04.2001 - 04.2016
BE - Electronics And Communications Engineering
Anna University
SSLC -
Govt High School
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