Sibbi Aleyamma
Bangalore
Summary
Results Driven Focused customer service agent looking for a new challenge in a results-driven environment. Experienced in defining and analyzing customer requests to resolve issues accurately and quickly with high first contact resolution rates. Dedicated To being dedicated and involved in work where I can utilize skill and creatively involved with system that effectively contributes to the growth of organization Goal Oriented Obtain a customer service management position where I can effectively utilize my expertise in customer relations and staff leadership.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Energy Advisor
JEBPO SERVICES LLP
Bangalore
07.2023 - Current
- Analyzed customer utility bills and identified cost-saving measures such as installing more efficient lighting systems or HVAC upgrades.
- Developed action plans to improve building envelope performance and reduce energy consumption.
- Monitored progress of ongoing projects ensuring that work is completed within budget constraints.
- Researched relevant industry standards and regulations regarding building codes, energy conservation practices.
- Identified energy saving opportunities for clients and recommended suitable solutions.
- Analyzed client's energy usage by collecting electricity information and made recommendations to optimize energy usage.
- Oversaw accounts for changes in customer needs with respect to energy.
- Developed and updated client reports and documents to maintain customer service and internal records.
Fraud Specialist
JP Morgan & Chase
Bangalore
02.2022 - 05.2023
- Analyzing accounts which needs to be closed
- Report any suspicious account movements and unusual transactions that may be risky to the financial institution and customers
- Review, detect, and stop suspicious ACH transactions and customer activity using proprietary technology and risk management processes
- Helping US customers file claims for any unauthorized transactions
- Initiating a BIC (Bank initiated closure) based on the transaction patterns and red flags with customers
- Interacting with US customers on transaction hold and helping customers further with a customer centric mindset
- Provide assistance to victims of identity theft
- Communicating effectively with internal and external partners via email and phone.
Team coach
GlobalDial Services Pvt. Ltd.
09.2019 - 07.2021
- Training the new hire batches assigned each month
- Taking on job training to all the customer executives on floor to make them up to date with any process changes and the various options they need to choose while transferring different call scenarios
- Sending the log in and out, log in hour leakage and attendance to the reporting manager on a daily basis
- Coordinating with the clients on quality monitory sessions and certification for the new hires and the executives already on the team
- Providing virtual training over skype and zoom calls to the new hires and teams sitting in Manila, Philippines
- Obtaining quality feedbacks from client and discussing the development points with the team in an attempt to avoid mistakes and errors
- Helped manager in giving various ideas in building the study manual to the new hires which reduced our time on job training where the new hires are well equipped with basics from the training
- Shadow and independent interviews for junior executive level hiring at ad-hoc requests from manager due to high volume of hiring numbers.
Customer Support Executive
GlobalDial Services Pvt. Ltd.
08.2017 - 08.2019
- Speaking to the receptionist or the administrative and transferring the call from Pitcher to the prospect
- Making calls and transfers for up to 3,000 in a month and exceeding the targets given by the company
- Obtaining quality appreciation almost all the months through my tenure
- Trainings conducted to the new hires and junior executives in terms of explaining the process of the connect and sell and bringing them up to speed in the process
- Worked closely with the manager of the process and acting as a team coach before designation.
Senior Customer Support Executive
Aegis Pvt Ltd
04.2014 - 05.2016
- Respond to incoming calls, emails and other message from customers and give them the right answers and directions
- Give accurate direction and support to team leaders to facilitate successful completion of organization's targets and performance goals
- Carefully identify problems that might arise from operations with the use of ethical procedures and professional judgment
- Make use of proven business techniques in the identification of lapses and loopholes in the organization's customer service department and recommend better strategies that will yield better results
- Use expertise to build strong healthy relationships with clients, convince them of all benefits of doing business with the organization and create an open and accessible communication rout for free flow of information
- Intimate employees with the rules and regulations of the organization in order to enable them work in accordance with acceptable standards as this will affect their level of productivity and performance
- Liaise with other trainers/training departments to ensure that employees are very knowledgeable about work ethics and latest trends obtainable in the business market to obtain better results
- Serves as mediator between customers and clients in cases of disputes which may arise in the course of business transactions, and also mediate between employees and employers to ensure that the interests of both parties are fully protected.
Education
B COM - COMMERCE
MONAD UNIVERSITY
DELHI10-2020
12th/PUC -
Vaishnavi Career Academy (JP Nagar, 1st phase, Bangalore)
04.2015
10th/SSLC -
Vaishnavi Career Academy
Skills
- Results-driven
- Customer service
- Analyzing customer requests
- Problem-solving
- Business techniques
- Building relationships with clients
- Communication
- Mediation
- Training
- Quality monitoring
- Team coaching
- Process knowledge
- Virtual training
- Analyzing accounts
- Risk management
- Fraud detection
- Customer assistance
- Identity theft assistance
- Effective communication with internal and external partners
- Professional Communication
Personal Information
- Date of Birth: 05/20/94
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Languages
English, Hindi, Marathi, Malayalam and Tamil
Certification
- BEST CUSTOMER SERVICE 2019
- 2ND CSAT ACHEIVER
- BEST QUALITY 2022
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars
Timeline
Energy Advisor
JEBPO SERVICES LLP
07.2023 - Current
Fraud Specialist
JP Morgan & Chase
02.2022 - 05.2023
Team coach
GlobalDial Services Pvt. Ltd.
09.2019 - 07.2021
Customer Support Executive
GlobalDial Services Pvt. Ltd.
08.2017 - 08.2019
Senior Customer Support Executive
Aegis Pvt Ltd
04.2014 - 05.2016
B COM - COMMERCE
MONAD UNIVERSITY
12th/PUC -
Vaishnavi Career Academy (JP Nagar, 1st phase, Bangalore)
10th/SSLC -
Vaishnavi Career Academy
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