SUMER MANOHARAN
Chennai
Summary
Customer Experience Executive with extensive experience at Equiniti India, specializing in fraud detection and communication strategies. Demonstrated success in call handling and team collaboration, leading to improved customer engagement and satisfaction. Recognized for driving process enhancements and receiving accolades for contributions to service excellence.
Overview
12
12
years of professional experience
Work History
Customer Experience Executive
Equiniti India Private Limited
Bengaluru
12.2021 - 01.2026
- Supported shareholders in UK/EEA with share transactions as part of share dealing team.
- Maintained and provided administrative support for online share portfolios in registration team.
- Assisted bereaved families by offering administrative support to next of kin of deceased shareholders.
- Achieved recognition with multiple 'Star of the Day' awards for call handling excellence.
Fraud Hotline Specialist
J P Morgan Chase & Co
Bengaluru
05.2019 - 12.2020
- Performed thorough reviews of accounts and online banking activity to identify potential fraud risks.
- Leveraged expertise in U.S. banking and risk management to assist customers effectively.
- Earned accolades for friendly and efficient support during account evaluations.
- Contributed to team success, achieving recognition for three consecutive quarters.
- Responded promptly to banker inquiries, facilitating swift resolutions.
- Supported customers in safeguarding their accounts against fraudulent transactions.
Senior CSR
Teleperformance (formerly, Intelenet Global services)
Chennai
02.2018 - 11.2018
- Executed B2B accounts receivable collections via email, engaging end users across United States.
- Requested timely payments from clients professionally and courteously to improve cash flow.
- Utilized extensive process knowledge to assist clients in maintaining financial relationships with company.
Customer Service Representative (CSR)
Aon Hewitt India H&W
Noida
07.2015 - 04.2016
- Assisted end users with payroll-related insurance queries, ensuring timely and friendly resolutions.
- Achieved A.E Speedster award for highest number of chats during annual enrollment period.
- Received client appreciation for delivering comprehensive assistance throughout chat interactions.
- Utilized in-depth process knowledge to efficiently address client inquiries and enhance satisfaction.
Technical Support Representative
IBM India Pvt. Ltd
Noida
08.2013 - 04.2015
- Delivered technical support as a representative for B2B Voice & Chat processes across North America and Asia-Pacific regions.
- Provided administrative assistance to end users regarding desktop issues with MS-Outlook and IBM applications.
- Received commendations from end users for thorough assistance and effective follow-up throughout calls.
- Utilized extensive process knowledge to resolve end user issues promptly and professionally.
Education
Bachelor of Arts - English
R.K.M Vivekananda College
Tamil Nadu01.2013
Skills
- Effective communication
- Conflict resolution
- Team collaboration
- Account management
- Customer relationship management
- Fraud detection
- Problem solving
- Presentation skills
- Process improvement
- Report generation
- Research skills
- Refund management
- Microsoft Office proficiency
Accomplishments
Received a letter of appreciation from the late former president of India, Dr. A. P. J. Abdul Kalam on 12/08/03 for my poem titled 'AHIMSA'.
Personal Information
Date of Birth: 10/09/90
Extracurricular Activities
I was an active member of the NSS (National Service Scheme) in both school and college
Participated in various cultural events held at various colleges and won prizes for events like quiz, spelling bee, dumb charades, crossword, etc., in school and college
Hobbies and Interests
- Reading
- Listening to Music
- Watching TV (WWE)
Languages
English
Proficient (C2)
C2
Tamil
Native
Native
Malayalam
Advanced (C1)
C1
Timeline
Customer Experience Executive
Equiniti India Private Limited
12.2021 - 01.2026
Fraud Hotline Specialist
J P Morgan Chase & Co
05.2019 - 12.2020
Senior CSR
Teleperformance (formerly, Intelenet Global services)
02.2018 - 11.2018
Customer Service Representative (CSR)
Aon Hewitt India H&W
07.2015 - 04.2016
Technical Support Representative
IBM India Pvt. Ltd
08.2013 - 04.2015
Bachelor of Arts - English
R.K.M Vivekananda College