REJATH R
Bangalore
Summary
Results-driven Operations and Customer Support Professional with a background in customer service and process operations. Conducted quality audits and monitored KPIs to enhance operational accuracy and minimise processing errors. Achieved improved customer experiences through strong analytical and organisational skills.
Overview
6
6
years of professional experience
Work History
Customer Service Associate
Accenture Solution Private Limited
Bangalore
12.2023 - 12.2025
- Delivered end-to-end customer support for billing, service, and technical inquiries while maintaining high customer satisfaction levels.
- Resolved complex billing disputes, processed refunds, and implemented account adjustments in accordance with company policies.
- Promoted relevant products and service plans to enhance customer retention and identify revenue growth opportunities.
- Supported business customers and partners by addressing service requests, account queries, and operational concerns.
- Delivered Tier 1 broadband technical support, troubleshooting network connectivity issues and coordinating with field teams to restore services efficiently.
- Oversaw incident management activities, including outage tracking, ticket escalation, equipment replacement coordination, and technician dispatch, ensuring adherence to service-level agreements (SLAs).
- Performed call monitoring and sales audits, ensuring quality standards and providing feedback that supported team development and improved sales outcomes.
- Facilitated cross-functional meetings and discussions on process improvements to enhance operational efficiency.
- Prepared and maintained daily Proforma Invoices and operational reports using Microsoft Excel.
Disconnect and LNP Coordinator
TeamLease Service Limited (Contractor) - Aeries Technology Group
Bangalore
11.2022 - 11.2023
- Coordinated de-provisioning of services from TPX, facilitating smooth disconnections for collection customers and port outs.
- Responded to LSR requests from other carriers within 24 hours to maintain service continuity.
- Entered disconnect orders into order entry system, enhancing tracking accuracy.
- Managed bill cycle orders, ensuring timely processing and minimising delays.
- Met service time and quality standards by implementing efficient processes.
- Managed task distribution to maximize productivity while ensuring adherence to turnaround times (TAT) and service-level agreements (SLAs).
- Performed end-to-end audits for the entire team, helping minimize operational errors and improve process accuracy.
Advisor I, Customer Service (Expert Desk and Service Recovery Desk) Management Level
Concentrix Daksh Services India Private Limited
Bangalore
03.2021 - 10.2022
- Ensured service delivery met contractual key performance indicators (KPIs) for customer satisfaction.
- Oversaw daily customer service operations, maintaining service quality and responsiveness.
- Resolved customer complaints by directly addressing issues during phone calls instead of creating delays.
- Troubleshooting customers' technical issues.
- Escalated concerns to higher levels of support across departments to resolve issues and gather necessary information.
- Delivering customer service through multiple channels including human, digital, self-service, and automated.
- Monitoring issues from start to resolution.
- Maintaining the documentation of the resolution which was provided to the customer.
- Track, document and retrieve information in call tracking database.
- Provide essential online security advice and support.
Advisor I, Customer Service, Management Level
Concentrix Daksh Services India Private Limited
Bangalore
02.2020 - 03.2021
- Delivered customer service that consistently met contractual KPIs, reinforcing service quality standards.
- Participated in initiatives aimed at increasing customer satisfaction and contributing to overall business performance.
- Clarified customer requirements and utilised decision-support tools to effectively resolve non-standard issues, enhancing customer understanding.
- Listened attentively to customer needs and concerns; demonstrated empathy while maximizing opportunity to build rapport with the customer.
- Encouraged customers to consider additional products and services to enhance their experience.
- Greeted customers in a courteous, friendly, and professional manner using agreed-upon procedures.
- Maintained broad knowledge of client products and/or services.
- Tracked and documented customer interactions in the call tracking database.
- Prepared complete and accurate work, including appropriately notating accounts.
Education
B.Com - Taxation
School Of Distance Education, University Of Kerala
Thiruvananthapuram01-2019
12th Grade -
Kendriya Vidyalaya, Pattom
Pattom10th Grade -
Kendriya Vidyalaya, Pattom
PattomSkills
- Call tracking systems
- Microsoft Excel and Word Suite
- Performance metrics
- Escalation resolution
- Call monitoring
- Customer relationship management
- Customer service excellence
- Analytical thinking
- Problem-solving strategies
- Adaptability
- Team leadership
- Communication skills
Languages
English
Malayalam
Hindi
Timeline
Customer Service Associate
Accenture Solution Private Limited
12.2023 - 12.2025
Disconnect and LNP Coordinator
TeamLease Service Limited (Contractor) - Aeries Technology Group
11.2022 - 11.2023
Advisor I, Customer Service (Expert Desk and Service Recovery Desk) Management Level
Concentrix Daksh Services India Private Limited
03.2021 - 10.2022
Advisor I, Customer Service, Management Level
Concentrix Daksh Services India Private Limited
02.2020 - 03.2021
B.Com - Taxation
School Of Distance Education, University Of Kerala
12th Grade -
Kendriya Vidyalaya, Pattom
10th Grade -
Kendriya Vidyalaya, Pattom