K Melvin Daniel
Madambakkam
Summary
Multi-faceted professional with over 5.3 years of work experience, possessing knowledge in customer handling and retention. Highly motivated and accomplished customer support professional with over 5 years and 3 months of experience in the online meat industry. Proven track record of delivering exceptional customer service, achieving high quality scores, and exceeding key performance indicators. Seeking a challenging position in customer support to utilize my skills, leadership abilities, and dedication to provide outstanding customer experiences.
Overview
11
11
years of professional experience
Work History
Customer Relations Manager
Elite Elevators
Chennai
08.2023 - Current
- It’s an Elevator industry will completely handle Elite customers until installation.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Liaised between customers and organization with particular focus on working with internal department.
- Developed and implemented standards for staff to provide consistent service to customers.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Created customer support strategies to increase customer retention.
Senior Customer Support Executive
GFM RETAIL PRIVATE LIMITED
01.2013 - Current
- Efficiently managed inbound and outbound phone calls, handling an average of 60 calls per day
- Transitioned to handling customer inquiries through chat and email channels, managing 60-100 interactions daily
- Demonstrated exceptional performance, consistently achieving high scores in quality assessments and key performance indicators
- Promoted to the position of Senior Executive for outstanding work ethic and dedication
- Managed an increased workload during the lockdown period, handling an average of 600 chat conversations per day, with a record of 1000 chats
- Supervised a team of five members, ensuring work allocation, providing feedback, and preparing reports and presentations
- Promoted as Team Leader effective from Se 2022
- Led a team of 10 members, overseeing their work on chat, email, and social media channels
- Conducted regular briefings, shared audit observations, and ensured effective work allocation
- Prepared reports for the cross-functional team, addressed complaints, and collaborated to provide exceptional customer experiences
- Actively sought feedback from the Quality Assurance (QA) team and conducted regular briefings with agents to enhance performance
- Worked closely with the Manager to gain valuable insights into FreshWorks tools and automate chat session processes, resulting in a 30-60% improvement ratio
- Successfully automated RNR (Ring No Response) customer callings, achieving a connected ratio of 60-80%.
Education
B.Sc - English
Madras Christian College
East Tambaram, Tamil NaduSkills
Exceptional customer service skillsProficient in managing inbound and outbound phone callsExperience in handling customer inquiries through chat and email channelsStrong leadership and team management abilitiesExcellent communication and interpersonal skillsProficient in using FreshWorks tools and chat session automationDetail-oriented with strong problem-solving skillsAbility to work under pressure and handle increased workloadsDedication to continuous improvement and providing outstanding customer experiencesExcel Time ManagementChat SupportEmail Support
Customer Relations
Customer Relations
Negotiation
Additional Information
4 Years 7 Months
Personal Information
- Date of Birth: 09/29/97
- Gender: Male
- Marital Status: Single / Unmarried
Timeline
Customer Relations Manager
Elite Elevators
08.2023 - Current
Senior Customer Support Executive
GFM RETAIL PRIVATE LIMITED
01.2013 - Current
B.Sc - English
Madras Christian College