Poornima B
Kochi
Summary
Experienced professional in the BPO industry with 4+ years of expertise in technical and customer support. Excelled in troubleshooting and resolving technical issues, ensuring customer satisfaction and retention. Proven track record of delivering exceptional service, maintaining high customer satisfaction ratings, and exceeding performance targets. Strong communication skills, attention to detail, and ability to adapt to fast-paced environments. Confident in ability to contribute positively to any organization in need of a dedicated and skilled professional in technical and customer support.
Overview
6
6
years of professional experience
Work History
Senior Associate-IT Helpdesk
Sutherland Global Services
10.2022 - Current
- Provide Technical Support and Basic Account related Support to customers through Chat
- Handle customers with a positive attitude and focused on customer satisfaction
- Keen on achieving monthly target
- Was part of several pilot studies focused to enhance customer satisfaction and experience
- Supported team members in clarifying queries
Associate IT Helpdesk
Sutherland Global Services Pvt Ltd
09.2020 - 10.2022
- Provided Basic IT support to customers through Chat
- Immediate support over Phone in case of a disconnect
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Installed, modified, and repaired software to resolve technical issues
Associate IT Helpdesk on a Contractual Basis
Sutherland Global Services Pvt Ltd
06.2020 - 09.2020
- Company Overview: hired by Randstad for their client-Sutherland
- Hired by Randstad for their client-Sutherland
Corporate Sales Executive
Medall Healthcare Pvt Ltd
05.2018 - 03.2019
- Solely responsible for the marketing of Corporate Product
- Have made successful deals with major companies in Ernakulam
- Increased revenue by implementing effective sales strategies in the sales cycle process from prospecting leads through close
- Remained current on industry trends to better understand customer needs, product effectiveness, and sales tactics
Education
PGDM - HR And Marketing
SCMS Cochin School of Business
03.2018
BBA -
KMM College of Arts And Science, MG University
03.2016
12th -
Nalanda Public School
03.2013
10th -
Rani Matha Public School
03.2011
Skills
- HTML
- Microsoft Power Point
- Microsoft Excel
- CSS
- Interpersonal skills
- Coordinator
- Willingness to learn
- Team Supervision
- Customer Service
- Time Management
- Attention to Detail
- Computer Skills
Accomplishments
- Performance score of over 3 out of 4 on annual performance report in Technical profile
- Bagged overall monthly performer award for several months
- Was always part of pilot studies run for enhancing overall customer satisfaction
- Conducted several health check-up camps in major corporate companies contributing to the overachievement of target while on sales profile job
- Won the title 'Best Sportsperson - SCMS, 2018'
- Actively involved in the SUPW (Socially Useful Productive Work) program at school
Hobbies and Interests
- Badminton
- Craze about driving
- Reading
- Pencil Drawing
Projects
A Study on factors of stress affecting performance with reference to Sutherland Global Services Ltd, 06/01/17 - 09/01/17 A Study on performance appraisal in Milma Products Dairy, Edapally, Kerala, 11/01/15 - 01/01/16
Languages
English
Advanced (C1)
Malayalam
Bilingual or Proficient (C2)
Tamil
Beginner (A1)
Timeline
Senior Associate-IT Helpdesk
Sutherland Global Services
10.2022 - Current
Associate IT Helpdesk
Sutherland Global Services Pvt Ltd
09.2020 - 10.2022
Associate IT Helpdesk on a Contractual Basis
Sutherland Global Services Pvt Ltd
06.2020 - 09.2020
Corporate Sales Executive
Medall Healthcare Pvt Ltd
05.2018 - 03.2019
PGDM - HR And Marketing
SCMS Cochin School of Business
BBA -
KMM College of Arts And Science, MG University
12th -
Nalanda Public School
10th -
Rani Matha Public School