Neil Dominic OBrien
L2 Associate
Trichy
Summary
Results-driven customer service professional with 10 years of experience in chat and email support, team handling, and people management. Proven expertise as a Subject Matter Expert (SME), conducting quality audits, and delivering virtual training to enhance service efficiency. Recognized for excellence with the Rising Star Award at First Advantage and Best for Customer Satisfaction Award at CSS Corp. Rapidly promoted at Genpact for exceptional performance and leadership. Passionate about driving customer satisfaction and operational excellence, seeking opportunities to contribute and grow within a dynamic organization.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
L2 Associate
Amazon
09.2023 - Current
- Currently working as L2 associate with Amazon (Virtual Customer Service) - work from home
- Supporting Amazon devices like Alexa, Fire Tablet, Fire TV, Fire TV stick, Echo, etc.
- Handling chats and emails with Amazon supporting customers in various verticals.
- Worked varied hours to meet seasonal and business needs
- Provided product price information to customers
- Utilized customer feedback to improve product offerings.
Trainer
Genpact
11.2017 - 09.2022
- Handled communication training earlier in 2019 - 2020 for one of the processes
- Certified iSpeak, iChat and iWrite Trainer
- Handled product and process training as well
- Organize and develop, or obtain, training procedure manuals and guides and course materials such as handouts and visual materials
- Develop alternative training methods if expected improvements are not seen
- Present information using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos or lectures
- Schedule classes based on availability of classrooms, equipment or instructors
- Attend meetings or seminars to obtain information for use in training programs or to inform management of training program status
- Evaluate modes of training delivery, such as in-person or virtual to optimize training effectiveness, training costs or environmental impacts.
Senior Application Engineer
CSS Corp
02.2016 - 11.2017
- Handling inbound and outbound calls (US, UK & CA) to resolve technical issues related to ISP
- Made outbound calls to analyze the VOC and feedback from customers
- Volunteered the new trainees on process and handling calls (Acting SME)
- Promoted from Application Engineer to Senior Application Engineer in a short span of time.
Verification Specialist
First Advantage-LexisNexis
08.2014 - 10.2015
- Handled outbound calls to retrieve DOT (Department of transportation) and NON DOT results from collection sites and hospitals for the clients
- Handled 150 calls/day to ensure maximum result processing to the clients
- Mentor the new trainees on the product and process
- Bagged the 'Rising Star Award' in the first quarter for best results.
Education
BA English Literature -
St. Joseph's College of Arts & Science (Autonomous)
Cuddalore, Tamil Nadu 06.2011 - 04.2014
HSC - Accounts And Commerce
Velankanni Matriculation Higher Secondary School
Pondicherry04.2010
SSLC -
St. Patrick Matriculation And Higher Secondary Sch
Pondicherry04.2008
Skills
Hard Skills (Technical & Industry-Specific Skills)
Customer Support (Chat & Email)
Subject Matter Expertise (SME)
Team Leadership & People Management
Quality Audits & Compliance
Virtual Training & Coaching
Process Improvement
Data Analysis & Reporting
Conflict Resolution & Issue Escalation
Soft Skills (Interpersonal & Workplace Skills)
Strong Communication (Written & Verbal)
Problem-Solving & Critical Thinking
Empathy & Customer-Centric Approach
Time Management & Prioritization
Adaptability & Resilience
Team Collaboration & Leadership
Attention to Detail & Accuracy
Multitasking & Organizational Skills in
Disclaimer
I hereby declare that the details and information given above are complete and true to the best of my knowledge.
Timeline
L2 Associate
Amazon
09.2023 - Current
Trainer
Genpact
11.2017 - 09.2022
Senior Application Engineer
CSS Corp
02.2016 - 11.2017
Verification Specialist
First Advantage-LexisNexis
08.2014 - 10.2015
BA English Literature -
St. Joseph's College of Arts & Science (Autonomous)
06.2011 - 04.2014
HSC - Accounts And Commerce
Velankanni Matriculation Higher Secondary School
SSLC -
St. Patrick Matriculation And Higher Secondary Sch
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