Mohana Madurai
Senior Customer Support Executive
Chennai
Summary
As a Service Executive I have been a Dedicated professional offering attention to detail and a career driven by client engagement. Looking to help boost a company’s success while building long- term relationships in the position of Customer Service Executive. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level. Confident Customer Service Executive experienced in working in busy Business Process Out Sourcing environments. Pursuing a customer-centric role to expand relationships and draw in new business through excellent interaction, problem resolution and efficient research.
Overview
10
10
years of professional experience
29
29
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Senior Customer Support Executive
Lycatel Bpo Services
08.2023 - Current
- Manage 60+ calls on daily basis with customer interactions via phone (Inbound & Outbound calls).
- Assist Customers with Sim card related Queries and Complaints on Network with trouble shooting the signal issues
- Focusing on revenue mainatanance by retaining contract cancellation customers
- Support Customers with payment enquiries and guiding for payment portal process
- Also taking call backs for escalations and supported with escalations partially
- Worked as a escalation supervisor while in high volume of calls
- Focusing on monthly Quality assurance and productivity
- Mostly dealing with payment pending transaction status enquiries and connecting with payment team to process the transaction from our end and information given on TAT.
Associate Customer Service
Tech Mahindra
04.2022 - 08.2023
- Handling Inbound and Outbound calls for customer queries and services
- Dealing with Customer Complaints and following up with the cases for End to End resolution
- Handling Escalation calls/ Emails of Holiday Bookings
- Handling escalation of resort complaints status
- RCI and International Resort booking
- Planning Holiday for the refused/ Unused Membership
- Focusing on Appreciations with Customers Satisfaction
- Maintaining the TAT hrs
- 100+ resort inventory management
- Focusing on Conversion of the holidays Booked and achieving the targets on daily basis
- Following up with the escalation team for resolution on daily basis through emails/ calls
- Submitting the Reports of Team Conversion data on daily basis
- Produced regular status and Conversion reports within required timelines
- Also Worked as a Acting Process trainer for new Joinees and supported them in handling calls during Booking window period
- Focusing on Quality assurance and maintaining the feedback review sheet for over all reviews of Caps Score
Presale Executive
URBANRISE (New Porur) An Alliance group
11.2020 - 08.2021
- As a presales consultant worked with potential clients or customers to ensure they have a strong understanding of the services and/or products provided
- Helping the sales team to reach targets conducting research into the industry including competitor research
- To make daily calls to the leads provided as per the target
- To achieve the target on daily/weekly basis
- Convert leads to Customer site visits
- To explain our projects in details to the customers
- To answer customer queries promptly
- Able to coordinate with Sales team to fix appointments for customers
- Dealing with sales activities carried out before customer acquisition that have a significant impact on the company's bottom line experience and performance
Customer Service Executive
HCL Technologies
07.2015 - 05.2018
- Described product and service details to customers to help them to better understand benefits and advantages
- Utilized proper telephone etiquette and asked in-depth questions to immediately find solutions to issues for customers
- Escalated critical customer issues to the supervisor immediately to avoid lost revenue and canceled policies
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner
- Answered customer telephone calls promptly and in an appropriate manner
- Placed special merchandise orders for customers
- Routinely answered customer questions regarding merchandise and pricing
- Shared best practices for sales and customer service with other team members to help improve the store’s efficiency
- Responded to all customer inquiries thoroughly and professionally
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction
- Accurately logged all daily shipping and receiving orders
- Described product to customers and accurately explained details and care of merchandise
- Politely assisted customers in person and via telephone
- Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events
- Communicated with vendors regarding back order availability, future inventory and special orders
Education
High School Diploma -
Grace Park Convent
Chennai, India 04.2001 - 04.2007
High School Diploma -
Jaya Matriculation Hr Sec School
Chennai 04.2001 - 03.2009
Bachelor of Arts - Psychology
IGNOU
Chennai 04.2001 - 04.2016
Skills
- Typing in English Higher
- Strong Communication Skills
- Problem Solver
- CRM software expertise
- Trend detection and analysis
- Complaint handling
- Team building and training
- Call metrics
- Microsoft office
- Product knowledge
- Feedback collection
Extra-Curricular Activities
Sports Scouts and Guides Dancing Anchor in School program
Location
Chennai, Tamil Nadu
Additional Information
Certification and Honors
HCL Technologies
Recognizition of Symphony Award - Star Performer of the Year for Consistence performance dedication and commitments
Urbanrise New Porur
Best Sales Achievements of excellance award for top performer of the year
Best employee on monthly target achievement
Tech Mahindra
Received Kudos - Best performer for Caps score
Lycatel Bpo services
Kudos for Quality assurance on monthly basis
Certification
Typing in English Higher
Gardening
Gardening is my hobby for sure. It brings me to God's nature, plants flowers seeds vegetables fruits on mother Earth. I enjoy tremendously and like from my heart. I feel naturally attached to the world of nature. Outdoor life can be better than our indoor life of modern comforts and luxuries. Despite my hectic schedule I will spare some time for one of my fondest hobbies.
Timeline
Senior Customer Support Executive
Lycatel Bpo Services
08.2023 - Current
Associate Customer Service
Tech Mahindra
04.2022 - 08.2023
Presale Executive
URBANRISE (New Porur) An Alliance group
11.2020 - 08.2021
Customer Service Executive
HCL Technologies
07.2015 - 05.2018
High School Diploma -
Grace Park Convent
04.2001 - 04.2007
High School Diploma -
Jaya Matriculation Hr Sec School
04.2001 - 03.2009
Bachelor of Arts - Psychology
IGNOU
04.2001 - 04.2016
Typing in English Higher
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