Krithika Sakthivelkumar
Pollachi
Summary
Successful customer service executive with three years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Customer Service Executive
Mantle Solutions (A Lulu Group Company) -Infopark
08.2021 - 11.2022
- Setup from scratch and pilot batch of Global Contact Center of Lulu group providing Customer Contact Services of Zendesk ticketing platform for technical and non-technical support process for their Retail Ecommerce Segment Hypermarket-Online) across Middle east.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions &answered multi-line phones and used active listening skills to assess customers issues and challenges.
- Manage a team of twelve Jr.Customer service executives and set the precedent for established customer service policy.
- Communicate with customers who have escalated issues to determine the beneficial resolution and ensure timely follow-up to verify that complaints have been addressed and satisfied.
- Addressed on average of 100 inbound customer calls daily
Business Development Executive
Infozign Technologies
08.2019 - 08.2020
- Communicated directly with customers to build strong business networks and relationships.
- Established and maintained highly effective relationships with clients to drive growth.
- Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
- Identified business development challenges and customer concerns for proactive resolution.
- Kept detailed records of daily activities through online customer database.
- Informed customers of promotions to increase sales productivity and volume.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Business Development Coordinator
Orell Technosystems Pvt Ltd- CSEZ
02.2018 - 06.2018
- Collaborated with field executives to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Generated new business with marketing initiatives and strategic plans.
- Boosted revenue by bringing in and cementing relationships with new clients and optimizing servicing of existing customer accounts.
Education
MBA - Human Resources Management & Marketing
Bharathiar University
Coimbatore 04.2018
Bachelor of Arts - English Literature
Kongunadu Arts And Science College
Coimbatore04.2016
Skills
- Freshdesk and Zendesk Ticketing tool
- Livechat Messaging
- Customer Service
- Understanding Customer Needs
- High-Volume Environments
Accomplishments
- Achieved Star of the month award for helping with assigned task.
- Received Wow Champion Award for best performance of the month.
Certification
Google Digital Garage online - The Fundamentals of Digital Marketing
Oxford Home Study Center-Customer Services-short course
Languages
Tamil
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Malayalam
Intermediate (B1)
Timeline
Senior Customer Service Executive
Mantle Solutions (A Lulu Group Company) -Infopark
08.2021 - 11.2022
Business Development Executive
Infozign Technologies
08.2019 - 08.2020
Business Development Coordinator
Orell Technosystems Pvt Ltd- CSEZ
02.2018 - 06.2018
MBA - Human Resources Management & Marketing
Bharathiar University
Bachelor of Arts - English Literature
Kongunadu Arts And Science College
Google Digital Garage online - The Fundamentals of Digital Marketing
Oxford Home Study Center-Customer Services-short course
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