Open To Work
SHAMLI SIVADASAN
chennai
Summary
Results-oriented Senior Customer Service Specialist with extensive experience in customer support and conflict resolution. Surpassed service quality targets while enhancing customer loyalty through CRM systems and collaborative teamwork. Focused on delivering exceptional service and building strong client relationships.
Overview
11
11
years of professional experience
Work History
Senior Customer Service Specialist
Hexaware Technologies LLC
Dubai
03.2023 - Current
- Delivering exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming and positive experiences.
- Investigated and resolved customer inquiries and complaints promptly, ensuring customer satisfaction and efficient issue handling.
- Handled complex and escalated cases, collaborating with internal departments and clients to achieve effective, long-term resolutions.
- Surpassed monthly service quality targets, contributing to increased customer retention and overall departmental success.
- Maintained accurate client records, tracking issues and resolutions to ensure consistent service quality and enhance customer trust.
- Experienced in using FUSE, Salesforce and other CRM Softwares for efficient customer relationship management, tracking case progress and maintaining accurate records to enhance client service and satisfaction.
- Handled multilingual customer queries, adapting tone and approach for clear communication.
- Demonstrated ability to handle sensitive customer information with confidentiality and in compliance with company policies and visa regulations.
- Participated in regular CRM and customer service training for continuous improvement.
Senior Customer Service Agent
BLS INTERNATIONAL
Dubai
08.2017 - 07.2021
- Delivered end-to-end customer service support for visa application and attestation services across multiple embassies and government clients.
- Assisted customers with documentation, appointment booking, biometric processing, and service-related queries across multiple channels, ensuring comprehensive support.
- Ensured accuracy and compliance in document verification according to embassy and consulate guidelines.
- Managed high-volume customer interactions while maintaining a calm, professional demeanor and upholding service standards.
- Resolved escalated issues and complaints efficiently, directly contributing to improved customer satisfaction.
- Trained and supervised junior customer service staff on SOPs and client-specific protocols, fostering a knowledgeable and compliant team.
Senior Process Associate
FedEx International Express
Chennai
12.2016 - 05.2017
- Processed international shipments end-to-end, generating airway bills, preparing customs documentation, and providing clearance support.
- Executed timely and accurate data entry into FedEx's global logistics systems, upholding data integrity and ensuring shipment traceability.
- Coordinated with internal teams and international hubs to track shipment progress and resolve delays or exceptions efficiently.
- Supported back-office functions including billing, documentation audits, and reporting on shipment statuses or discrepancies.
Process Associate
CAPGEMINI BUSINESS SERVICES PRIVATE LTD
Chennimalai
10.2014 - 11.2016
- Ensured high-quality service delivery by monitoring process performance and adhering to accuracy and turnaround time (TAT) targets.
- Assigned tasks within team's inflow queue to ensure timely completion and maintain balanced workload.
- Resolved customer queries for Non-EMEA region (Switzerland - CH) while adhering to business rules and service level agreements (SLAs).
Education
Master of Business Administration - Human Resources
01-2016
B.com - Commerce
01-2014
Skills
- Advanced Customer Support
- CRM Systems Proficiency
- Process Improvement
- Performance reporting
- Customer loyalty
- Multitasking & Time Management
- Adaptability & Resilience
- Conflict Resolution
- Collaborative teamwork
- Microsoft Office Suite
- Interpersonal communication
- Mentoring
References
- Moulhema, Team leader, Hexaware Technologies LLC, moulhemanassereldingasimA@hexaware.com, +971 56 158 8169
- Ramya Nambiar, Recruiter, Hexaware Technologies LLC, ramyan5@hexaware.com, +971568658568
Languages
- Hindi
- Tamil
- English
- Malayalam
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
₹45000/yr - ₹200000/yrTimeline
Senior Customer Service Specialist - Hexaware Technologies LLC
03.2023 - Current
Senior Customer Service Agent - BLS INTERNATIONAL
08.2017 - 07.2021
Senior Process Associate - FedEx International Express
12.2016 - 05.2017
Process Associate - CAPGEMINI BUSINESS SERVICES PRIVATE LTD
10.2014 - 11.2016
Pondicherry University - Master of Business Administration, Human Resources
University of Madras - B.com, Commerce