KATHIRAVAN SIVALINGAM
Operation Support Supervisor
Salem
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Escalation Specialist
Citi Corp Services India Private Ltd
Chennai
03.2018 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Assist my manager in maintaining the reports, creating the weekly schedule, and reviewing the detractors.
- I successfully trained two batches as a certified trainer.
- Connect with our team frequently to share QA feedback and areas for improvement.
Escalation Specialist
Tata Business Support Services
Chennai
06.2015 - Current
- Addressed negative customer feedback immediately
- Provided a high level of product and leadership support to representatives
- Resolved customer questions, issues and complaints
- Developed rapport with the customer base by handling difficult issues with professionalism
- Provided detailed weekly reports and updates to senior management.
Customer Care Agent
CMC LTD
Chennai
08.2012 - 06.2015
- Handled an average of 50 chats per day by addressing customer inquiries, solving problems and providing new product information
- Answered product questions with up-to-date knowledge of sales and promotions
- Developed reputation as an efficient service provider with high levels of accuracy
- Scored in top 10% of employees in successful resolution of issues
Education
BE - Computer Science
08.2008 - 06.2012
Skills
Complaint resolution
Timeline
Escalation Specialist - Citi Corp Services India Private Ltd
03.2018 - Current
Escalation Specialist - Tata Business Support Services
06.2015 - Current
Customer Care Agent - CMC LTD
08.2012 - 06.2015
Sengunthar Engineering College - BE, Computer Science
08.2008 - 06.2012
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