Lakshmi Selvaraj
Bangalore
Summary
Dynamic customer experience professional with a proven track record at ALORICA LTD, excelling in customer service orientation and effective communication. Adept at utilizing Microsoft Excel to analyze data and enhance service delivery, consistently achieving high customer satisfaction rates while fostering team collaboration and adaptability in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Customer Experience Agent
ALORICA LTD (US VOICE PROCESS)
BANGALORE
02.2026 - Current
- Handle inbound customer calls from US banking customers and provide accurate support for account-related queries.
- Assist customers with banking services including account information, transaction inquiries, payments, card-related issues, and online banking support.
- Verify customer identity by following security and authentication procedures to ensure data privacy.
- Resolved customer concerns efficiently, achieving high customer satisfaction and quality standards.
- Provide information regarding account balances, statements, transaction details, and banking policies.
- Process requests such as card activation, replacements, payment assistance, and account updates.
- Documented customer interactions, issues, and resolutions accurately in CRM systems, enhancing service continuity.
- Follow compliance guidelines, banking regulations, and company procedures while handling sensitive financial information.
- Achieve performance metrics including Average Handling Time (AHT), Customer Satisfaction (CSAT), Quality Score, and adherence targets.
- Escalate complex issues to appropriate departments while ensuring proper follow-up.
- Maintained professional communication, fostering positive relationships with customers to enhance overall experience.
Customer Relationship In-charge
Metro Medical Group
10.2024 - 12.2025
- Greeting and guide patients, visitors, and attendants
- Handle inquiries (in person, phone, or email).
- Coordinate with doctors and departments for smooth patient flow.
- Supervise reception staff.
- Ensure proper shift handover at the front desk.
- Maintain visitor logs, ID checks, and passes.
- Oversee billing and payment coordination.
- Support patients with insurance, billing, or referral queries.
- Ensure patient satisfaction at the front desk.
Senior Customercare Associate/Dept Co-ordinator(Urology)
Aster DM Healthcare
11.2021 - 09.2024
- Provided primary support to internal and external customers through calls, emails, and chat, ensuring seamless communication across multiple channels.
- Schedule and confirm OT & IN patient appointments.
- Maintain communication between patients and doctors regarding treatment plans, follow-ups, and reports.
- Manage the doctor's calendar and daily schedule.
- Responded promptly to inquiries regarding products, services, and company information, delivering accurate and consistent guidance.
- Managed high-volume operations, handling 100+ customer interactions per day while minimizing wait times.
- Maintained high customer satisfaction by proactively addressing concerns, resolving issues efficiently, and escalating complex cases when necessary.
- Actively listened to customer feedback to understand needs and provide tailored solutions that enhanced overall experience.
Billing Executive
Prima Diagnostic
10.2020 - 10.2021
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer service orders promptly to increase customer satisfaction.
Receptionist
SouthCity Hospital
05.2018 - 06.2020
- Answer patient questions and provide assistance and directions when necessary.
- Track all phone calls that arrive using our general office number.
- Utilize our medical office software to schedule new and follow-up appointments for our patients.
- Respond to emails that arrive using the general office email address.
- Maintaining records and accounts of patients.
- Assisting patients in filling medical forms.
- Keeping track of office supplies, inventories and placing orders as necessary.
- Ensuring maintenance of the reception area.
- Updating patient insurance information.
Education
Bachelor of Computer Applications -
Manipal University
07-2026
Diploma -
VET BVL Polytechnic
06-2020
Skills
- Microsoft Excel
- Microsoft PowerPoint
- SharePoint
- Google Workspace
- Zoom Conferencing
- Feedback Management
- Professional Email and Telephone Communication
- Customer Service Orientation
- Adaptability
- Team Collaboration
Accomplishments
- Recognized for actively collecting and implementing valuable customer feedback, contributing to improved customer satisfaction
- Acknowledged for consistently delivering high levels of customer satisfaction and service quality
- Selected as a mentor for junior team members, providing guidance, knowledge sharing, and performance support
Languages
- English
- Kannada
- Tamil
- Telugu
- Hindi
- Malayalam
- Arabic
Disclaimer
I hereby declare that the information provided is true to the best of my knowledge. If given the opportunity, I will perform my duties with dedication and loyalty.
Timeline
Customer Experience Agent
ALORICA LTD (US VOICE PROCESS)
02.2026 - Current
Customer Relationship In-charge
Metro Medical Group
10.2024 - 12.2025
Senior Customercare Associate/Dept Co-ordinator(Urology)
Aster DM Healthcare
11.2021 - 09.2024
Billing Executive
Prima Diagnostic
10.2020 - 10.2021
Receptionist
SouthCity Hospital
05.2018 - 06.2020
Bachelor of Computer Applications -
Manipal University
Diploma -
VET BVL Polytechnic