Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Shanmuga Sundaram R

Customer Service Consultant
Bangalore

Summary

Proven track record in enhancing customer satisfaction and streamlining service processes at Akshaya Motors. Expert in complaint handling and process optimization, demonstrating exceptional teamwork and collaboration. Achieved significant improvements in service efficiency and customer retention through meticulous documentation review and quality assurance.

Overview

10
10
years of professional experience
2
2
Certifications

Work History

Senior Customer Service Consultant

Akshaya Motors
05.2023 - Current
  • Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
  • Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
  • Gained in-depth understanding of company products, systems and policies to give customers expert support.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.

Customer Service Consultant

Sundaram Motors
03.2018 - 05.2023
  • Utilized CRM software to accurately track customer interactions, enabling quick access to relevant information during future calls.
  • Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
  • Streamlined processes for quicker problem resolution, resulting in increased customer satisfaction rates.

Trainee Service Advisor

Thriveni Cars
04.2016 - 03.2018
  • Improved customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Conducted thorough follow-up calls with customers post-service, ensuring their satisfaction and addressing any lingering concerns.
  • Enhanced communication between technicians and customers, ensuring accurate updates on vehicle status.
  • Contributed to the growth of the service department by maintaining high levels of customer retention.

Trainee Technician

Blue Hyundai
10.2014 - 03.2016
  • Assisted senior technicians in complex troubleshooting tasks for improved system functionality.
  • Reduced downtime by swiftly identifying and addressing technical issues.
  • Demonstrated commitment to quality control by thoroughly testing repaired systems before returning them to clients or putting them back into operation.
  • Streamlined workflow processes by maintaining a clean, organized, and safe work environment.

Education

Bachelor of Engineering - Mechanical Engineering

K.S.Rangasamy College of Technology
Namakkal, India
04.2001 -

Diploma - Mechnical Engineering

K.S.Rangasamy Institute of Technology
Namakkal, India
04.2001 -

SSLC -

The Gugai Higher Secondary School
Salem
04.2001 -

Skills

    Complaint Handling

    Industry Awareness

    Quality Assurance

    Escalation management

    Conflict Management

    Process Optimization

    Teamwork and Collaboration

    Documentation Review

    Service Recommendations

Languages

Tamil
Advanced (C1)
English
Advanced (C1)
Kannada
Intermediate (B1)

Certification

Undegone and completed customer service Consultant training from Mercedes Benz Training Academy.

Timeline

Senior Customer Service Consultant

Akshaya Motors
05.2023 - Current

Customer Service Consultant

Sundaram Motors
03.2018 - 05.2023

Trainee Service Advisor

Thriveni Cars
04.2016 - 03.2018

Trainee Technician

Blue Hyundai
10.2014 - 03.2016

Bachelor of Engineering - Mechanical Engineering

K.S.Rangasamy College of Technology
04.2001 -

Diploma - Mechnical Engineering

K.S.Rangasamy Institute of Technology
04.2001 -

SSLC -

The Gugai Higher Secondary School
04.2001 -

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