Pearlinia Nongrum
Shillong
Summary
Service-oriented Customer Support Representative with 8 years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers with extensive experience resolving complex issues and enhancing customer satisfaction. Skilled in complaint handling, issue tracking, and training new hires to streamline onboarding processes. Known for excellent communication, empathy, and delivering top-tier support to foster customer loyalty.
Overview
9
9
years of professional experience
Work History
Customer Support Representative
Thoughts2Binary
08.2018 - 12.2023
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Trained new hires on company policies, procedures, and best practices in customer support roles.
Senior Trainer
Deluxe
03.2015 - 02.2018
- Streamlined onboarding processes for new hires, accelerating their integration into job roles.
- Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
- Evaluated training needs to improve training quality.
- Oversaw day-to-day functions of training department.
- Arranged meeting spaces and supporting materials for each class.
Education
BBA - Business Administration And Management
Asan Memorial College
Chennai, India05.2007
Bachelor of Commerce -
La Chatelaine Higher Secondary School
Chennai, India05.2004
Pearly Dew School (SSLC)
Shillong, India06.2002
Skills
- Complaint Handling
- Data Management
- Attention to Detail
- Problem-Solving
- Teamwork and Collaboration
- Interpersonal Skills
- Active Listening
- Call Management
- Online Chat Support
- Inbound and Outbound Call Support
- Issue and Resolution Tracking
- Friendly and Patient
- Customer Communication and Empathy
- Analytical and Methodical
Timeline
Customer Support Representative
Thoughts2Binary
08.2018 - 12.2023
Senior Trainer
Deluxe
03.2015 - 02.2018
BBA - Business Administration And Management
Asan Memorial College
Bachelor of Commerce -
La Chatelaine Higher Secondary School
Pearly Dew School (SSLC)
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