Hi, I’m
Kathiravan Sivalingam
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Banking industry. Solid team player with an outgoing, positive demeanor, and proven skills in establishing rapport with clients. Passionate about maintaining customer satisfaction and contributing to company success through quality, speed, and process optimization.
Overview
12
years of professional experience
Work History
Citi Corp Services India Private Ltd
Operations Support Supervisor
03.2018 - 03.2024
Job overview
- Managed and oversaw daily operations of a dynamic chat support team, ensuring adherence to service level agreements SLAs and maintaining high-quality customer service standards
- Provided guidance, mentorship, and ongoing training to a team of chat support agents, optimizing their performance and fostering professional growth
- Developed and implemented strategies to enhance first contact resolution (FCR) rates, reduce average handling time AHT, and improve overall customer satisfaction metrics
- Collaborated cross-functionally to address escalated issues, identify process gaps, and implement effective solutions, contributing to a more streamlined support experience
- Acted as a point of contact for complex customer inquiries, ensuring prompt and efficient issue resolution while maintaining customer satisfaction
- Utilized data analysis tools to track team performance metrics, identify trends, and generate actionable insights for process improvements.
Tata Business Support Services
Escalation Specialist
06.2015 - 03.2018
Job overview
- Acted as the point of contact for complex customer inquiries and issues escalated from front-line support, providing effective resolutions
- Conducted in-depth analysis of escalated cases, identified root causes, and implemented preventive measures to minimize recurrence
- Collaborated closely with cross-functional teams to expedite solutions and enhance the overall customer support process
- Developed and documented escalation procedures, ensuring team members were equipped to handle escalated cases efficiently within established service level agreements (SLAs)
- Maintained detailed records and reports of escalated cases, tracking trends, and providing actionable insights to improve.
Cmc Ltd
Customer Service Advocate
08.2012 - 06.2015
Job overview
- Provided timely and accurate responses to customer inquiries and issues via chat, ensuring a positive customer experience
- Offered expert guidance on product features, troubleshooting, and issue resolution while adhering to company policies and procedures
- Acted as a frontline representative, addressing customer concerns and escalating complex issues when necessary
- Documented comprehensive records of interactions, feedback, and resolutions within the CRM system
- Collaborated to improve knowledge bases, FAQs, and support resources to enhance overall customer support efficiency.
Education
Sengunthar Engineering College
Bachelor of Engineering in Computer Science
04.2012
Skills
- Strategic Planning
- Operations Management
- Performance Management
- Customer Relationship Management (CRM)
- Team Leadership
- Complex Problem-Solving
Projects
First Contact Resolution Optimization in Chat Support Enhancing Agent Online Hours for Chat Support
• Developed and executed a comprehensive training program for chat support agents focusing on efficient issue diagnosis and resolution techniques.
• Introduced streamlined processes and protocols, reducing average handling time (AHT) while maintaining high-quality support.
• Collaborated with cross-functional teams to identify recurring issues and implement proactive solutions, resulted in FCR improvement
• Utilized data analysis tools to identify trends and improve preemptive troubleshooting strategies, leading to improved customer satisfaction and reduced escalations.
Enhancing Agent Online Hours for Chat Support
Analyzed historical data and service demand patterns to strategically schedule agent shifts, resulting in a significant increase in online hours and enhanced customer satisfaction metrics.
Languages
Tamil
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Operations Support Supervisor
Citi Corp Services India Private Ltd
03.2018 - 03.2024
Escalation Specialist
Tata Business Support Services
06.2015 - 03.2018
Customer Service Advocate
Cmc Ltd
08.2012 - 06.2015
Sengunthar Engineering College
Bachelor of Engineering in Computer Science
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