Ranjeeth Kumar R
Pondicherry
Summary
Skilled Contact Center Associate with over two years of experience in delivering high-quality customer support via chat. Proficient in managing a large volume of interactions, guiding customers through complex processes such as purchases, upgrades, and returns, and providing technical troubleshooting and resolutions. Demonstrated expertise in maintaining high customer satisfaction by employing data-driven decision-making, adherence to scripts, and efficient escalation management. Highly capable of multitasking in a fast-paced environment, with a proven track record of resolving issues at the first point of contact, ensuring seamless and consistent service delivery.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Contact Center Associate
Deliver Health Solutions India Private Limited
Bangalore - Remote
04.2022 - Current
- Focused on elevating the customer experience by guiding customers through purchases, upgrades, and returns, while frequently providing essential technical support via chat.
- Skilled in efficiently resolving escalated complaints and addressing issues related to products and services, ensuring a smooth and satisfactory customer journey.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Mentored junior team members and managed employee relationships.
Chat Support Specialist
Hema's Enterprises Private Limited
Cuddalore
10.2021 - 02.2022
- Managed and created engaging content for a home-based bakery across various platforms, including Instagram, Facebook, WhatsApp, and Google Business.
- Monitored and responded to comments and messages on social media, fostering strong customer relationships.
- Additionally, I handled both outbound and inbound voice processes with strict adherence to scripts, providing comprehensive pre-sales and post-sales support.
- Enhanced the customer experience by assisting clients in completing customized cake purchases for upcoming events, and streamlining the online ordering process to make it more efficient and user-friendly compared to in-person transactions.
- Managed payment follow-ups and ensured accurate reconciliation with the accounts team to maintain financial accuracy.
Collections Agent
Collection Agency - Own Business
Pondicherry
04.2020 - 04.2021
- Demonstrated professionalism and trustworthiness in collecting payments from individuals and small businesses, leveraging excellent communication and negotiation skills to secure timely and effective resolutions.
- Proactively identified and contacted clients to address overdue and unpaid payments, taking decisive actions to encourage timely debt resolution.
- Maintained accurate customer payment records and demonstrated a strong knowledge of billing procedures and collection techniques.
- Consistently tracked and documented collection efforts to ensure accuracy and compliance with company policies.
- Followed fair debt practices and regulatory guidelines when managing the collection process.
Personal Loan Consultant
Loan Agency - Own Business
Pondicherry
01.2019 - 02.2020
- Expertly evaluated and determined the approval or denial of loan applications for both individuals and businesses, ensuring alignment with financial guidelines and risk assessment criteria.
- Acted as a key liaison between customers and financial institutions, facilitating the loan process and helping qualified applicants secure loans efficiently and within set timelines.
- Developed marketing campaigns designed to increase awareness of the company's personal loan offerings and attract new business.
- Collaborated with company teams to expedite loan approval processes.
Education
Bachelor of Engineering - Electrical, Electronics Engineering
Mahendra College of Engineering
Salem, Tamilnadu11-2020
Higher Secondary Education -
Amalorpavam Higher Secondary School
Puducherry05-2013
Skills
- Complaint Handling
- Escalation management
- Decision-Making & Critical Thinking
- Dispute Resolution
- Collaboration & Teamwork
- Negotiation Skills
- Quality orientation
- Persuasion and influencing skills
- Customer Relationship Management
- Professional Networking
- Investigative research
Affiliations
Represented school in Independence Day and Republic Day Parades during my school days, showcasing teamwork and discipline.
Certification
- The Complete Communication Skills Master Class for Life – Instructor TJ Walker.
- Actively participated in numerous technical symposiums across Tamil Nadu, presenting papers on topics within my core specialization.
Languages
Tamil
First Language
English
Advanced (C1)
C1
Accomplishments
- Independently conceived and developed a GPS-integrated walking stick to enhance mobility and independence for visually impaired individuals.
- Pioneered the first agency in Pondicherry to facilitate blue-collar job profiles in securing personal loans through Money View.
- Received multiple commendations for achieving exceptional Net Promoter Score (NPS) results, reflecting high levels of customer satisfaction and loyalty.
References
References available upon request.
Interests
Passionate about motorcycle riding, which fosters a sense of adventure, discipline, and stress relief
Enjoy spending quality time with family members, which helps maintain a balanced and fulfilling personal life
Proactively seek out relevant courses, certifications, and learning opportunities to stay current and improve my expertise
Timeline
Contact Center Associate
Deliver Health Solutions India Private Limited
04.2022 - Current
Chat Support Specialist
Hema's Enterprises Private Limited
10.2021 - 02.2022
Collections Agent
Collection Agency - Own Business
04.2020 - 04.2021
Personal Loan Consultant
Loan Agency - Own Business
01.2019 - 02.2020
Bachelor of Engineering - Electrical, Electronics Engineering
Mahendra College of Engineering
Higher Secondary Education -
Amalorpavam Higher Secondary School
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