Merlin Noble
Chennai
Summary
Knowledgeable and dedicated customer service professional with extensive experience applying exceptional customer service, conflict mediation, and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsible and resilient team player with an adaptable and resourceful mindset.
To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Support & Operations Manager
Sniffspot
Seattle
01.2021 - Current
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
- Mentored new hires through onboarding processes, setting clear expectations for their role as Customer Support Executives within the organization.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Created customer support strategies to increase customer retention.
Partner & Co-Founder
WeBridgeIT
Chennai
01.2022 - Current
- Streamlined internal processes, fostering improved efficiency and productivity within the firm.
- Negotiated contracts with partners to give equitable terms to all parties.
- Monitored partner performance and provided feedback on areas of improvement.
Customer Care & Operations Team Lead
2nd Address
San Francisco
01.2017 - 01.2023
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Collaborated with management to develop strategies for improving overall customer experience.
- Monitored call center metrics to keep track of individual and team performance against set targets.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Contributed to team success, consistently achieving call center performance metrics.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Compiled training materials for new employees and tracked skill development.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
Apartment Leasing Consultant
2nd Address
San Francisco
01.2017 - 01.2023
- Provided exceptional customer service to both current and prospective residents, resulting in high levels of satisfaction and retention.
- Coordinated move-in schedules to minimize disruption for existing residents while maximizing unit availability for new tenants.
- Conducted thorough background checks on applicants to maintain community safety standards and minimize delinquency risks.
- Maintained detailed records of all leasing transactions, ensuring timely rent collection and accurate financial reporting.
- Enhanced tenant satisfaction with prompt responses to maintenance requests and effective communication.
- Coordinated with property owners to address any concerns or requests, ensuring a positive working relationship for all parties involved.
- Worked closely with maintenance staff to expedite repairs or improvements when necessary, maintaining quality living spaces for tenants.
- Collaborated with property management teams to ensure proper upkeep and maintenance of all common areas.
- Streamlined the leasing process for greater efficiency, resulting in a higher number of successful applications.
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements.
Customer Support Executive
Sniffspot
Seattle
01.2017 - 01.2021
- Collaborated with cross-functional teams to provide comprehensive solutions for complex customer issues.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
- Provided personalized support to customers by understanding their unique needs and preferences.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Enhanced team performance by consistently meeting or exceeding individual and departmental goals.
- Mentored team members to enhance their skills and improve overall team performance.
- Assisted in creating comprehensive knowledge base articles for internal use and self-help resources available to customers online.
- Reduced response times with effective prioritization of tasks and efficient time management skills.
- Facilitated timely resolutions by escalating urgent cases appropriately within the organization.
Marketing Specialist
HomeSuite
San Francisco
04.2015 - 01.2017
- Created customized marketing materials to increase product awareness.
- Researched and evaluated potential new markets and products.
- Used various market research tools and techniques to gather, analyze and interpret data.
- Developed compelling ad copy that resonated with target audiences, driving higher response rates.
High School Mathematics Teacher
Bentinck Higher Secondary School For Girls
Chennai
06.2008 - 06.2015
- Increased student interest in advanced math topics by organizing after-school clubs and tutoring sessions focused on specialized subjects like calculus or statistics.
- Improved student understanding by incorporating real-world examples and problem-solving techniques into lessons.
- Promoted a positive classroom environment by fostering respectful communication and encouraging teamwork among students.
- Enhanced student engagement by using a variety of teaching methods, including group activities, lectures, and hands-on projects.
- Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework.
- Administered assessments and standardized tests to evaluate student progress.
Education
Bachelor of Science - Education
St.Christopher's College of Education
Chennai05-2007
Bachelor of Science - Mathematics
Women's Christian College
Chennai05-2006
Master of Science - Mathematics
University of Madras
ChennaiSkills
- Strategic Planning
- Talent Recruitment
- Administrative Management
- Problem-solving abilities
- Analytical Thinking
- Excellent Communication
- Reliability
- Adaptability and Flexibility
- Decision making
- Team Training
- Asset Management
Languages
Tamil
First Language
English
Proficient (C2)
C2
Certification
- Completed Certificate Course in 'Quantitative Aptitude' (2006)
- Completed Certificate Course in 'Programming in C' (2005)
- Completed Certificate Course in 'Programming using C++' (2005)
Timeline
Partner & Co-Founder
WeBridgeIT
01.2022 - Current
Customer Support & Operations Manager
Sniffspot
01.2021 - Current
Customer Care & Operations Team Lead
2nd Address
01.2017 - 01.2023
Apartment Leasing Consultant
2nd Address
01.2017 - 01.2023
Customer Support Executive
Sniffspot
01.2017 - 01.2021
Marketing Specialist
HomeSuite
04.2015 - 01.2017
High School Mathematics Teacher
Bentinck Higher Secondary School For Girls
06.2008 - 06.2015
Bachelor of Science - Education
St.Christopher's College of Education
Bachelor of Science - Mathematics
Women's Christian College
Master of Science - Mathematics
University of Madras
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