Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Websites
Timeline
Generic

Shyam Keerthiraj Ranganathan

Chennai

Summary

Customer Experience Specialist with nearly nine years of experience in B2C and B2B support. Currently serving as Senior L2 Process Expert at Maersk GSC, focusing on customer support and process optimization. Expertise in customer service, email management, and client relationship management, resulting in improved customer satisfaction and operational efficiency.

Overview

9
9
years of professional experience

Work History

Senior Process Expert

Maersk GSC Pvt. Ltd.
Chennai
09.2024 - 07.2025
  • Leveraged data-driven insights to inform decisions, enhancing KPI performance and reducing process gaps.
  • Optimized workflows to improve operational efficiency, minimize errors, and elevate service quality.
  • Streamlined cross-functional coordination to shorten turnaround times and boost stakeholder satisfaction.
  • Guided team members through training on best practices, ensuring consistent customer interactions.
  • Completed business continuity planning training to strengthen operational resilience during disruptions.

Process Expert, OTCX

Maersk GSC Pvt. Ltd.
Chennai
09.2022 - 09.2024
  • Resolved customer issues via phone and email, ensuring prompt resolution and effective coworker communication.
  • Enhanced customer satisfaction through improved first-contact resolution and timely communication.
  • Oversaw import and export processes to boost operational efficiency and customer satisfaction.
  • Processed customer and internal requests accurately and promptly, improving internal collaboration.
  • Monitored tasks in real-time to enable issue resolution, reducing escalations and enhancing efficiency.

Senior Executive

Evodigital Technologies Pvt.Ltd
Chennai
06.2019 - 08.2022
  • Drove revenue growth through outbound sales calls, focusing on re-selling, up-selling, and cross-selling opportunities.
  • Resolved customer queries via inbound calls, ensuring satisfaction and effective problem resolution.
  • Documented daily sales revenues and analyzed performance metrics to identify improvement areas.
  • Mentored new employees, providing training and support to align performance with company goals.
  • Assisted team in achieving and exceeding sales targets within specified timeframes.

Executive, Operations Team

Evoplus IT Services Pvt.Ltd
Chennai
03.2018 - 04.2019
  • Delivered exceptional customer service via inbound calls, addressing queries and processing orders.
  • Conducted follow-up calls to gather product and service feedback for improved customer experience.
  • Utilized diverse communication channels to efficiently resolve customer issues and manage transactions.

Account Receivable Representative

Miramed Ajuba
Chennai
08.2016 - 08.2017
  • Verified and clarified claims information with US health insurance providers to ensure compliance.
  • Processed and recorded insurance claims, resolving issues and denials efficiently.
  • Drafted appeals for denied claims, advocating for clients to achieve favorable outcomes.

Education

Bachelor of Science - Computer Science

Loyola College
Chennai
03.2016

Skills

  • Client relationship management
  • Supply chain management
  • Workflow management
  • KPI development
  • Cross-functional collaboration
  • Effective communication
  • Sales and revenue generation
  • Process improvement
  • Business continuity planning

Accomplishments

  • Spot Award - awarded the 'Spot Award' for Q1 2025 in recognition of achieving the highest customer satisfaction (CSAT) score within the team.
  • Extra Mile Award - Received the "Extra Mile Award" for Q4 2024 in recognition of consistently delivering high productivity and outstanding performance within the team.
  • Champ of the month - awarded the 'Champ of the Month' award for Q2 2024 in recognition of exceptional performance and revenue generation during the period.

Languages

English
Proficient (C2)
C2
Tamil
Proficient (C2)
C2

Timeline

Senior Process Expert

Maersk GSC Pvt. Ltd.
09.2024 - 07.2025

Process Expert, OTCX

Maersk GSC Pvt. Ltd.
09.2022 - 09.2024

Senior Executive

Evodigital Technologies Pvt.Ltd
06.2019 - 08.2022

Executive, Operations Team

Evoplus IT Services Pvt.Ltd
03.2018 - 04.2019

Account Receivable Representative

Miramed Ajuba
08.2016 - 08.2017

Bachelor of Science - Computer Science

Loyola College

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Shyam Keerthiraj Ranganathan