Sarath Priyan
Chennai
Summary
Strategic thinker with strong business acumen, sophisticated reporting skills, and accounting abilities. Leverages unique insights to influence high-level decision-making. Thrives in financial analysis, research, and governance. Efficient professional with background providing technical support for end-users in setting. Known for actively listening to user concerns, effective troubleshooting, and resolving issues quickly. Committed to exceeding customer expectations to maintain high levels of satisfaction.
Overview
9
9
years of professional experience
Work History
Ops Support Analyst - C09
Citicorp India Pvt Ltd
Chennai
07.2020 - Current
- Liaised with stakeholders to identify risk and compliance key objectives, and devise strategies to achieve goals.
- Provided information on complaints for comprehensive support to the developer team.
- Listened to individual complaints with an open mind, and I asked detailed questions to understand the issues.
- Monitored consumer patterns, anticipated changes, and maintained marketing strategy relevance in a dynamic landscape.
- Helped teams reach ambitious complaint-capture objectives.
- Audited work and customer service processes to identify improvement areas.
- Inspected facilities and resources for compliance and quality.
- Evaluated service successes and weaknesses through weekly reviews.
- Executed collections and dispute requests received from the debt settlement agency, attorney, or direct customers, either through inline fax or Citi caller agents.
- Led automation, and COB testing for process development.
- Administer accounts allocation, handle offshore organizations, and segregate work upon requests received.
- Manage daily MIS reports, handle work deliverables, and ensure work completion with maintenance reports.
- Provided knowledge transfer to new agents through processes and included them in team activities.
- Evaluated the account upon request received, decreased TAT with maximum production, and achieved 98% quality to improve efficiency within the team, while being responsible for the quality control of processed accounts on a billing basis.
- Implementation of three new business processes in establishing workflow and automation, and additionally managed business SLAs and KPIs.
Technical Support Engineer
Sitel India Pvt Ltd
Chennai
04.2019 - 07.2020
- Provided base level IT support to non-technical personnel within the business.
- Document all issues and generate reports to identify common issues using internal documenting tool.
- Researched, troubleshot and resolved complex problems independently.
- Acted as the direct point of contact for any escalations from first-line engineers.
- Provided automation ideas to my managers to improve efficiency among the teams
- Maintained up-to-date knowledge of all the company products, service procedures and offerings to properly assist users.
- Consistently exceeded expectations for first call resolution and customer service surveys.
Associate Consultant
Sutherland Global Services
Chennai
05.2017 - 04.2018
- Resolves product or service problems by clarifying the customer's complaint via chat and messaging medium for Amazon.co.uk consumers; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Prepare product or service reports by collecting and analyzing customer information. Contribute to team effort by accomplishing related results as needed.
- Customer care, problem solving, Resolving Conflict
Education
Bachelor of Engineering - Computer Science
Panimalar Engineering College
Chennai, India2017
Skills
- Risk assessments
- Microsoft Excel
- Communication
- Business awareness
- Customer relations
- Quality control
- Social media marketing
- Screening validation
- Process implementation
- Variance analysis
- Problem solving
Languages
- Tamil
- Engli
- French
Tools
- Microsoft Office – Excel, Word, Outlook and PowerPoint
- Nice & Nexidia Application
- OneSource Automation – Customer Request reviewer
- UAT Applications Testing
Timeline
Ops Support Analyst - C09
Citicorp India Pvt Ltd
07.2020 - Current
Technical Support Engineer
Sitel India Pvt Ltd
04.2019 - 07.2020
Associate Consultant
Sutherland Global Services
05.2017 - 04.2018
Bachelor of Engineering - Computer Science
Panimalar Engineering College