Playing Games And watching movies
Santhosh Kumar M
Senior Analyst and Customer Service Representative
Chennai,TN
Summary
Dynamic and results-driven professional with 3.5 years of experience in customer support and senior analysis, dedicated to enhancing organizational operations through innovative information systems solutions. Expertise in transforming business objectives into effective system designs, driving growth and efficiency improvements. Recognized for a proactive approach in recommending cutting-edge technologies that optimize existing systems while introducing new, impactful solutions. Committed to thriving in challenging environments that demand adaptability and a strong focus on delivering exceptional performance for organizational development.
Overview
3
3
years of professional experience
3
3
Languages
Work History
Senior Analyst
Teleperformance DIBS
Chennai
07.2024 - Current
- I basically handle queries related to billing and payments with respect to auto policies and fire policies.
- My job responsibilities are to handle the customer accounts, which include whether the customer has paid the premium amount or not. If not received, we usually send a notice stating that the amount has not been received.
- If payment has not been received even after the given period, we will take the next step, which includes deactivation and closure of accounts.
- Refunding the credit to the insured or policyholder's account, and refunding the credit to the State Farm division account.
- Verifying the documents of policyholders, and if any changes have been made to the policy by the policyholder, we will update it in the customer's account and add the proper reason codes for the same.
- We review the customer's account and send bills to them according to their billing date.
- Also, if the customer has paid anything additional, we will sort it out on the next billing cycle by adjusting the credit amount.
- Specialized tools used: Zendesk, Salesforce, Okta, Workday, Google Suite.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
Senior Customer Support Specialist
Group-on Shared Services
Chennai
09.2022 - 03.2024
- Respond to customer queries on Zendesk chat and email within the stipulated SLA.
- Provide support to customers from NAM.
- Acted as a bridge between customers and vendors to resolve any issues with the services provided.
- Resolving customer issues by taking ownership of escalated queries, and providing solutions to them.
- Provided support to colleagues whenever required.
- Outlet: Groupon – NAM (North America) – E-commerce.
- Mentored junior team members, fostering professional growth and development within the department.
- Developed comprehensive training materials to improve team knowledge and performance in various areas of customer support.
- Streamlined support processes for increased efficiency and a faster response time to customer inquiries.
- Developed innovative strategies to address recurring issues more effectively, minimizing repeat contacts from customers.
- Implemented new ticketing systems that improved tracking and resolution of customer concerns.
Education
Bachelor of Arts - Computer Applications Development
Jaya College of Arts And Science
Chennai, India 04.2001 -
Skills
Effective organizational skills
Interests
Timeline
Senior Analyst
Teleperformance DIBS
07.2024 - Current
Senior Customer Support Specialist
Group-on Shared Services
09.2022 - 03.2024
Bachelor of Arts - Computer Applications Development
Jaya College of Arts And Science
04.2001 -
DECLARATION
I am a very good team player and assure you that I will work wholeheartedly with determination and declaration for the betterment of the organization and betterment of the mankind directly and indirectly associated with it.
OVERALL EXPERIENCE
3.5 Years
EMPLOYMENT INFORMATION
- Teleperformance DIBS, Ambit IT park, Ambattur.
- Designation: Senior Analyst
- Group-on Shared Services, DLF IT PARK, Porur.
- Designation: Senior Customer Support Specialist