Kumar Dhanapal
Chennai
Summary
Dynamic professional with a proven track record at Accenture, excelling in client relations and operational efficiency. Skilled in CRM platforms and adept at problem-solving, I have successfully enhanced customer satisfaction and driven process improvements. My expertise in market analysis and effective communication has consistently led to successful business outcomes.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer comms Advisor
Accenture
11.2021 - Current
- Responded to customer inquiries via email promptly and effectively.
- Managed high-volume customer interactions via live chat, quickly addressing complex billing inquiries, complaints, and escalations, using strong written communication skills.
- Coordinated and documented technician service visits for television, internet, and phone issues, ensuring proper follow-up via internal systems, and occasional email confirmations.
- Processed critical financial requests (credit management, compensation, payment extensions), accurately documenting all transactions for clear record-keeping.
- Handled inbound sales inquiries and facilitated package changes in real-time chat, providing concise, accurate product details.
- Resolved complex client issues efficiently, enhancing overall customer satisfaction, and driving first-contact resolution.
- Gathered team sales reports and submitted them to management, summarizing findings in clear, written communications.
- Authored and communicated process improvements and operational efficiencies to teams through internal guides and formal email announcements.
- Documented customer interactions in the ticketing system accurately.
Advisor l, Technical
Concentrix
Bangalore
02.2020 - 11.2021
- Worked for Microsoft in Product Activation team
- Completed everyday assignments promptly, ensuring accuracy.
- Boosted customer satisfaction through efficient resolution processes.
- Elevated service standards through attentive listening and problem resolution.
- Identified issues, analyzed data and provided solutions.
- Enhanced operational effectiveness by quickly learning new competencies.
Business Development Manager
Etage Design Studio
Chennai
08.2017 - 12.2019
- Explored diverse sectors for business opportunities.
- Engaged with prospective clients using various communication channels including telephone, email, and personal visits.
- Showcased company's offerings at major professional gatherings.
Business Coordinator
Sri Krishna Exports
Chennai
08.2016 - 06.2017
- Generated leads for sales teams.
- Implemented adjustments based on feedback, boosting satisfaction levels.
Education
Bachelor of Business Administration - Bachelor of Business Administration
Madras Christian College
Chennai, IN-TN2016
Skills
- CRM platforms: LivePerson, iCare, Launchpad, Omniengage, and Salesforce
- Email communication
- Office software expertise: Microsoft Word, Excel, and PowerPoint
- Ticketing systems
- Complaint handling
- Programming expertise in C and C
- Market analysis and sales planning
- Client relations and support services
- Event marketing and representation
- Communication effectiveness and problem-solving skills
- Time management techniques
Connect - Chennai's Premier Commute Sharing Platform
Connect is my ongoing project, which is a comprehensive two-sided marketplace connecting verified navigators (drivers) with passengers for safe, reliable daily commutes in Chennai It's designed specifically for cars and two-wheelers, emphasizing safety, trust, and professional networking
Certification
- C
- C++
Timeline
Customer comms Advisor
Accenture
11.2021 - Current
Advisor l, Technical
Concentrix
02.2020 - 11.2021
Business Development Manager
Etage Design Studio
08.2017 - 12.2019
Business Coordinator
Sri Krishna Exports
08.2016 - 06.2017
Bachelor of Business Administration - Bachelor of Business Administration
Madras Christian College