Prathima B
Udupi
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
16
16
years of professional experience
Work History
CUSTOMER SUPPORT EXECUTIVE
TATA MOTORS LIMITED
Bangalore
10.2022 - 09.2024
- Helping Channel Partners with TELEGRAM Zoomcore process for Core Retrieval Process
- Approving valid core photographs on TML portal
- Day to day followup with Channel Partners for core movement from dealer to respective TATA motors plant in Lucknow & Hyderabad
- Training Channel Partners to create OTC & CTRD invoices for core dispatch process
- Interacting with CRM technical team to sort errors while creating invoices
- Creating OTC & CTRD using CRM module on TATA motors portal
- Sending reports to plant on day to day basis
- Interacting with regional FSO, CSM & TSM for core movement.
SENIOR CUSTOMER SERVICE ASSOCIATE (CHAT AND EMAIL)
FIRSTSOURCE SOLUTIONS LIMITED
Bangalore
09.2019 - 09.2022
- Consistently improved customer satisfaction through expert resolution of conflicts, issue and concerns
- Working for TATA Motors Customer Support
- Helping the Channel Partners in following Core Retrieval Process
- Approving valid Core Photographs on TML BOT
- Cultivated rapport with Customers and build personal customer relationships
- Consulted with customers to evaluate needs and determine best options
- Collaborated with the management team to analyze customer satisfaction levels.
STORES & PURCHASE ASSISTANT
SUZLON ENERGY LIMITED
PADUBIDRI
06.2012 - 08.2017
- Receiving of Incoming Materials, Making MIR (Material Inward Register) and circulating the same to concerned departments
- Checking Vendor Invoice and Solving vendor and Customer Queries
- Raising Debit Notes against Short Quantity, Price Difference, and Variation in CST or Freight Charge while clearing the SAP workflow
- Creating DMS (Data Management System) and Clearing the SAP Workflow
- Well Versed in SEZ rules and Regulation with regard to Incoming and Outgoing Materials.
CUSTOMER SUPPORT OFFICER(NON VOICE -EMAIL PROCESS)
MPHASIS AN HP COMPANY
Mangalore
11.2009 - 11.2011
- Worked for Project Zeus a UK based Non Voice International Process
- Password Reset through email & chat for Applications such as Citrix, I-Connect, Ensemble, APC, RMS, CTMS software and New Virtual Queue.
CUSTOMER RELATION OFFICER (VOICE PROCESS)
HINDUJA GLOBAL SOLUTIONS
Bangalore
06.2008 - 06.2009
- Explaining Insurance Plan of Bharti Axa over call for Bangalore, Mysore & Mangalore Customers
- Fixing Appointments with the Representatives
- Achieve the given monthly targets.
Education
CERTIFICATE IN ACCOUNTING -
BITS Computer Education
03-2018
COMPUTER COURSE (E-OFFICE) -
MICE
01-2018
Diploma - COMPUTER SCIENCE
Women's Polytechnic Bondel
05-2008
PUC - SCIENCE-PCMS -
Poorna Prajna Pre University College
08-2005
SSLC -
St. Cecily's Girls High School
03-2003
Skills
- Complaint handling
- Front-end supervision
- Complaint resolution
- Customer relationship management (CRM)
- Problem-solving abilities
- Time management
- Order and refund processing
- Live Chat messaging
- Data entry
- Document and records management
- Core retrieval management
- Invoice processing
Awards
- Top Gun Award for outstanding performance & Busy Bee Award for the month of February 2009 - HINDUJA GLOBAL SOLUTIONS
- Outstanding performance in the month of September 2010, October 2010, Consistent performer Quarter IV (August -October) & Quality star for December 2010- Mphasis an HP Company
- Top performer- Resolution -RF team- June 2021 & July 2021, Top performer- Resolution - March 2022, Winner of NPS League- March 2022, April 2022 & May 2022.
Accomplishments
Top Gun Award for outstanding performance, and Busy Bee Award for the month of February 2009, at HINDUJA GLOBAL SOLUTIONS.
Disclaimer
I hereby declare that the details above are true and correct to the best of my knowledge.
Timeline
CUSTOMER SUPPORT EXECUTIVE
TATA MOTORS LIMITED
10.2022 - 09.2024
SENIOR CUSTOMER SERVICE ASSOCIATE (CHAT AND EMAIL)
FIRSTSOURCE SOLUTIONS LIMITED
09.2019 - 09.2022
STORES & PURCHASE ASSISTANT
SUZLON ENERGY LIMITED
06.2012 - 08.2017
CUSTOMER SUPPORT OFFICER(NON VOICE -EMAIL PROCESS)
MPHASIS AN HP COMPANY
11.2009 - 11.2011
CUSTOMER RELATION OFFICER (VOICE PROCESS)
HINDUJA GLOBAL SOLUTIONS
06.2008 - 06.2009
CERTIFICATE IN ACCOUNTING -
BITS Computer Education
COMPUTER COURSE (E-OFFICE) -
MICE
Diploma - COMPUTER SCIENCE
Women's Polytechnic Bondel
PUC - SCIENCE-PCMS -
Poorna Prajna Pre University College
SSLC -
St. Cecily's Girls High School