Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Madhumitha Dhanapal

Chennai

Summary

Driven Senior Resolution Specialist with an over all 3+ years of experience. Specialized in customer relationship management systems. Adaptable, patient skilled, proven to navigate at resolving conflicts.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Senior Resolution Specialist

WALMART GLOBAL TECH
Chennai
01.2023 - Current
  • Built customer confidence by actively listening to their concerns and giving appropriate feedback.
  • Offered exceptional customer service to differentiate and promote the company brand.
  • Acted as virtual agent, providing excellent service to the customer.
  • Consistently met and exceeded department expectations for productivity and accuracy levels.
  • Exercises sound judgement in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.
  • Took inbound calls, emails and chats for key-entered orders, faxes, backorders and credit memos for assigned accounts and clients.
  • Maintained friendly and professional customer interactions. Accurately handled high volume of chats as well as email while performing data entries.

Associate EU - Market Source Sourcing

AVANTOR
Coimbatore
01.2021 - 12.2022
  • Worked with company such as Live Support and diligently completed all assigned tasks, working overtime as needed.
  • Consistently generated additional revenue through skilled sales techniques.
  • Assisted customers over the phone regarding store operations, product, promotions and orders.
  • Exchanged return merchandise for customers quickly and efficiently.

Programmer Analyst

COGNIZANT TECHNOLOGY SOLUTIONS
Coimbatore
02.2020 - 11.2020
  • Design, testing and development of Unix scripts as per business needs.
  • Hyper care and post deployment L2/L3 support for Lab Informatics and Clinical Applications.
  • Propose, design and present the POC service improvements/automation.
  • Documentation of Functional Specifications, Design Specifications, SOPs, Knowledge Articles as a part of client process.

Education

Bachelor of Science - Computer Science

VLB Janakiammal College of Arts And Science
04-2018

Skills

    Complaint Handling De Escalation Techniques Issue Tracking Escalations management Sales strategy development Client Retention Strategies Marketing Customer Engagement Documentation And Reporting Follow-up skills CRM Software System optimization Incident Management Service desk support Help Desk Support Delivery Management Inventory Procedure Documentation Remote Technical Support Organizational Skills Customer Communication and Empathy

Accomplishments

  • AHT (Average Handling Time) Keeper - WALMART
  • Employee of the Month - AVANTOR

Certification

  • CRM - License 2022

Timeline

Senior Resolution Specialist

WALMART GLOBAL TECH
01.2023 - Current

Associate EU - Market Source Sourcing

AVANTOR
01.2021 - 12.2022

Programmer Analyst

COGNIZANT TECHNOLOGY SOLUTIONS
02.2020 - 11.2020

Bachelor of Science - Computer Science

VLB Janakiammal College of Arts And Science

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Madhumitha Dhanapal