Sibin Sethumadhavan
Krishnaraj, Vallanghy, Nemmara,Merseyside
Summary
Skilled Complaints Handler with strong track record of resolving customer issues quickly and effectively. Specialises in identifying root causes, implementing solutions, and improving customer satisfaction. Adept at balancing empathy with firm resolution, ensuring both customer retention and company policy adherence. Brings calm, professional demeanour to high-stress situations, fostering positive outcomes. Experienced in managing recruitment processes, employee relations, and performance management. Adept at fostering positive workplace culture and implementing HR policies. Proven track record of supporting organisational goals through strategic HR initiatives. Focused Team Leader with experience reviewing team analytics to improve overall product quality. Courteous and cordial with goal to coach and train employees to meet maximum potential. Experienced in handling customer transactions while maintaining friendly and professional demeanour. Known for accuracy in cash handling and providing exceptional service. Quick to resolve queries and always focused on customer satisfaction. Steadfast sales officer with exemplary leadership and training skills. Service-oriented and motivates team to leverage skills and potential to meet targets. Prolific in consulting and negotiating with customers to establish loyalty and retention.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Complaints Handler
Concentrix
Liverpool, United Kingdom
05.2024 - 01.2026
- Prioritised urgent and high-risk complaints, ensuring they were escalated appropriately and resolved in a timely manner.
- Maintained a calm and professional demeanor when dealing with challenging or upset customers, ensuring a positive interaction.
- Communicated solutions, apologies, and compensation to customers, restoring their confidence in the service provided.
- Acknowledged and responded to customers' concerns within set SLAs for compliance with company standards.
- Engaged customers directly to seek clarifications, obtain additional information and follow up on services provided.
- Managed and resolved customer complaints efficiently, aiming for quick resolution and customer satisfaction.
- Negotiated solutions with customers that balanced their needs with the company's policies, achieving mutually beneficial outcomes.
- Kept detailed records of customer interactions for future reference.
- Fostered customer trust and loyalty by communicating complaint status transparently, resolving issues reported within stipulated timelines and soliciting feedback for service delivery improvement.
- Examined complex issues raised by frontline advisors through client callbacks and call listening to find solutions.
- Provided regular reports to management on complaint volumes, types, and resolution times, aiding strategic decision-making.
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
- Researched and resolved customer issues received via different channels for exceptional client experience.
- Collected, examined and assessed data for clues on possible causes of problems and used results to suggest preventive or corrective actions.
- Remained updated on company offerings through regular product research.
- Handled high-volume telephone calls to address and resolve customer queries.
- Processed refunds, exchanges and service requests for customers.
- Stayed current on policies, procedures and standards to offer optimal support.
- Followed scripts and processes to uphold brand standards.
- Kept organised calendar and set up new appointments for field personnel resolving issues.
- Collaborated with the Quality Assurance team to implement service improvements based on customer feedback.
- Pinpointed personal development needs and worked with supervisors to arrange training for professional and knowledgeable service delivery.
- Reviewed company policies and procedures regularly, recommending changes to reduce future complaints.
- Used excellent problem-solving skills to resolve complaints and ensure customer satisfaction was maintained.
Media Advisor
Concentrix
Liverpool, Merseyside
11.2022 - 05.2024
- Analysed media coverage, providing detailed reports on public relations outcomes and brand perception.
- Used exceptional communication and marketing skills to build positive, productive relationships with press and media outlets.
- Led public relations team, setting clear goals and monitoring performance to ensure high productivity.
- Liaised with and answered inquiries from media, individuals and other organisations via telephone and email to maintain and develop positive organisational image.
- Made independent decisions to prioritise news delivery in line with organisational objectives and time sensitivity.
- Monitored competitor activity, adjusting sales tactics to maintain a competitive edge.
- Provided exceptional after-sales support, addressing any client concerns promptly.
- Identified upselling and cross-selling opportunities, contributing to revenue growth.
- Monitored service delivery and intervened proactively to correct problems.
- Secured and negotiated mutually-beneficial contracts to support business goals.
- Set monthly KPIs and tracked performance against objectives to monitor an optimise sales strategies.
- Helped customers by knowledgeably answering enquiries regarding product placement, details and availability.
- Remained calm under pressure to handle customer complaints and solve problems.
- Helped customers feel valued and appreciated by going the extra mile to answer questions.
- Addressed customer service enquires quickly and accurately.
- Successfully managed customer issues with effective and efficient solutions.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Remained calm under pressure throughout customer complaints, delivering positive, professional resolutions.
- Assisted customers with product-related questions, feedback and complaints.
- Updated customers on the status of their inquiries, orders, and complaints, maintaining open and effective communication.
- Provided useful and helpful information to customers on product specifications and technical details.
- Met demands of high-volume customer enquiries and exceeded performance targets.
- Used outstanding communication and interpersonal skills to build positive, professional face-to-face and over-the-phone customer relationships.
- Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Analysed customer feedback and reported findings to management, contributing to continuous improvement efforts.
- Utilised CRM systems to record customer interactions, process orders, and manage customer data efficiently.
HR Officer
Car Vision
Palakkad, Kerala, India
10.2021 - 08.2022
- Investigated and resolved employee relations issues, maintaining strict confidentiality and impartiality throughout.
- Produced and maintained organization charts and management information, guaranteeing accuracy.
- Conducted disciplinary, grievance and absence management, maintaining positive relationships with employees throughout.
- Implemented and monitored personal development plans, collating individual training needs for maximum employee support.
- Maintained relevant documentation, including hard copy and digital format, ensuring contractual documents and templates were up-to-date and in line with relevant legislation.
- Coordinated and delivered inductions and onboarding procedures, providing welcoming environment for new employees.
- Organized employee appraisal reviews to discuss performance with managers and assess compensation.
- Evaluated and resolved employee performance-based claims and harassment incidents.
- Compiled and updated employee files in electronic and paper formats to maintain accurate records.
- Screened, interviewed and hired candidates to facilitate smooth recruitment procedures.
- Kept working HR systems in compliance with current employment laws and made proactive changes to keep pace with industry trends.
- Created and executed HR strategies and initiatives to minimize business disruptions and balance needs of organization.
- Organized orientations, events and activities for employees to deliver objectives of organization.
- Communicated with vendors and administrators to address queries and concerns and support internal and external requests.
Team Leader
KPB GLOBAL EXPORTERS PVT.LTD
Calicut, kerala, India
05.2021 - 10.2021
- Managing large amounts of inbound and outbound calls in timely manner
- Following call center "scripts" when handling different topic
- Identifying customers' needs, clarify information, research every issue and providing solutions
- Strong phone and verbal communication skills along with active listening
- Familiarity with CRM systems and practices
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities and manage time effectively
- Established relationships and touch points with clients to promote retention
- Developed quality employees within call center to take over leadership positions
- Established and oversaw performance targets for call center associates
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating
Senior Cashier
Ahalia Money Exchange Bureau, AEB
Abu Dhabi
08.2018 - 04.2021
- Is one of the most leading exchange houses in the Middle East and we primarily focusing on money transfers and money exchanging
- AHALIA Money Exchange Bureau is licensed by the central bank of UAE and incorporated in the year1996 by the well-known AHALIA Group
- Roles & Responsibility
- Professional skills and abilities
- Excellent oral and composed English relational abilities
- Excellent client benefit abilities and Numerical abilities
- Good in Microsoft/Open Office abilities
- Core Responsibilities
- Oversee and handle money/check exchanges counter and guarantee conveyance of value administration to clients while holding fast to operational controls and maintaining strategic distance from money abundances and deficiencies
- Guarantee that all teller exchanges and other routine handling are done according to established techniques and national bank rules, and ensure that due diligence is completed with regard to illegal tax avoidance and other regulatory prerequisites.
- Give data and direction to clients through conveyance of superb client administration to determine client questions and accomplish consumer loyalty
- Attending walk -in customers on counter
- Handling bulk cash and forign currencies in peak times
- Customer service and front office operations assisting customers in filling out forms, drafts, transfers, and marketing duties.
- Fluent in English and good communication skills
- Enjoys handling & solving customer complaints
- Ability to work efficiently under heavy workloads and pressure
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Carried out day-to-day duties accurately and efficiently
- Prepared daily cash deposits to move funds to financial institution.
- Handled cash, credit card, and voucher payments, maintaining accurate financial records.
Relationship Officer
Canara HSBC OBC Life Insurance Pvt.Ltd, Canara HSBC Life Insurance Company Limited, Canara HSBC Oriental Bank of Commerce Life Insurance Company Limited
08.2017 - 02.2018
- Is a joint venture between Canara Bank (51%), HSBC Insurance (Asia Pacific) Holdings Limited (26%) and Punjab National Bank (23%)
- The company brings together the trust and market knowledge of two big public sector banks in India i.e., Canara Bank and Punjab National Bank combined with the global insurance expertise of HSBC
- Roles & Responsibility
- Generated new business and referral clients in partnership with financial advisors and branch team
- Develop effective working relationships with customers through regular meeting and identify and obtain further sales and business development opportunities
- Conversion of Leads with all documentation works
- Achieving Sales Targets on monthly Basis
- Assisted customers with opening accounts and signing up for new services
- Maintained and built close relationships with customers through regular contact and visits
Sales Executive
Smart Tiles
09.2016 - 08.2017
- Roles & Responsibilities
- Analyzed past sales data and team performance to develop realistic sales goals
- Achieved sales goals and service targets by cultivating and securing new customer relationships
- Develop effective working relationships with customers through regular meeting and identify and obtain further sales and business development opportunities
- Generate new business and raise awareness of other company products
- Identify requirements for new products and services to anticipate and potentially lead market
- Maintained detailed records of sales progress, inventories and marketing success to better align goals with company priorities
- Directed sales support staff in administrative tasks to help sales rep's close deals
Sales Officer
HDFC Bank Pvt.Ltd
08.2015 - 08.2016
- HDFC Is an Indian banking and financial services company
- Headquarters in Mumbai, It is the largest Private Sector bank in India as measured by assets and world's 10th largest bank by market capitalization as of April 2021
- Roles & Responsibilities
- Enhanced sales operations through development of new sales strategies, cold calling techniques and customer follow-up
- Planning and organizing activities involving acquisition of
- Current account and Savings accounts from assigned locality
- Generation of Leads on daily Basis
- Selling and Cross Selling all Retail Banking Products like SBA/C,CA A/C, CREDIT CARDS, DEMAT, MUTUAL FUNDS, LIFE INSURANCE PLAN
- Conversion of Leads with all documentation works
- Communicating and Reporting Leads generated and converted on daily basis to immediate superior and to Branch Manager
- Won title of outstanding performer award in cluster
Education
MBA - HR And Systems
Anna University
Chennai,Tamil Nadu, India.05-2015
BBA - Business Management
Bharathiar University
Coimbatore,Tamil Nadu, India.05-2012
Skills
- Customer complaint resolution
- Relationship building
- Compliance adherence
- Complaint escalation awareness
- Complaint analysis techniques
- Empathy and compassion
- Multi-Tasking in it systems
- Negotiation expertise
- Communication clarity
- Customer education
- Team leadership
- Communication strategies
- Fraud identification techniques
- Fraud awareness
- Customer Service Excellence
- Relationship building
- Team Leadership
- HR Practices and Policies
- Recruitment and Selection
- Employee Relations
- Performance Management
- Banking Operations
- Financial Transactions
- Compliance with Banking Regulations
- Communication Skills
- Problem Solving
- Data Management
- Time Management
- Adaptability
- Collaboration
- Leadership
- Management skill
- Controlling
- Interpersonal Skill
- Call handling
- Script following
- Pattern Analysis
- Strategy Development
- Risk Assessment
- Regulatory Compliance
- Education
- Documentation
- Leadership
- Cash Handling
- Management skill
- Controlling
- Call handling
- Fraud detection techniques
- Complex problem analysis
- Anti-Money laundering regulations
- Investigation management
- Regulatory compliance understanding
- Investigative mindset
- Banking industry experience
- Critical-thinking
- Decision-Making efficiency
- Communication strategy
- Sales strategy
- Positive attitude
- Active listening
Accomplishments
- Recognized as the "Best Performer of the Year" at HDFC Bank for achieving exceptional results and contributing to significant business growth
- Achieved the title of "Best Sales Officer" for consistently exceeding sales targets and delivering exceptional results.
- Recognized as the "Best Performer in North and South Circle" for consistently achieving and surpassing sales targets.
- Collaborated with a 12-member team at NESTO Hypermarket, UAE, driving significant revenue growth.
- Collaborated with team of 12 in the development of customer support with reference to NESTO Hypermarket, UAE.
- Responded to over 70 customer calls daily and solve 95% of their
concerns
Certification
- Anti-money laundering - Ahalia Exchange UAE - 2019
Workday Certification
- Anti-money laundering Concentrix UK - 2024
- Fraud prevention - Concentrix UK - 2024
- Keeping Client Asset safe - Concentrix UK - 22/01/2025
- Domestic financial abuse - Concentrix UK - 22/01/2025
- Fighting economic crime - money laundering - Concentrix UK - 03/07/2024
- Groupwide Mandatory Training Q3 - V1 - Concentrix UK - 02/07/2024
- FACTA & CRS regulatory compliance - general awareness training - Concentrix UK - 02/07/2024
- Complaints Handling - Concentrix UK - 02/07/2024
- Customer excellence handling our own emotions - Concentrix UK - 13/06/2024
- Customer excellence being emotionally available for customer - Concentrix UK - 13/06/2024
- Social engineering & scams - Concentrix UK - 13/06/2024
- Customer duty for all colleagues - Concentrix UK - 12/06/2024
- Security Training Part 1 - Concentrix UK - 12/06/2024
- Security Training Part 2 - Concentrix UK - 12/06/2024
- Security Training Part 3 - Concentrix UK - 12/06/2024
- Security Training Part 4 - Concentrix UK - 12/06/2024
- How to have great conversation - TEXAS - Concentrix UK - 11/06/2024
- Formal non MRA test - Multi Complaint handler Nucleus - Concentrix UK - 11/06/2024
- Complaint handling guide - Concentrix UK - 11/06/2024
- Data Privacy and Record Management - Concentrix UK - 05/06/2024
- Customer excellence appropriate acknowledgement - Concentrix UK - 05/06/2024
- Customer contact options - Concentrix UK - 05/06/2024
- Showing customers compassion Concentrix UK - 04/06/2024
- What is empathy? Concentrix UK - 04/06/2024
- Applying your questioning skills - Concentrix UK - 04/06/2024
- Asking the right questions Concentrix UK - 04/06/2024
- Applying your listening skills - Concentrix UK - 04/06/2024
- Active listening Concentrix UK - 04/06/2024
- The psychology of a Fraudster - Concentrix UK - 04/06/2024
- What is fraud ? Concentrix UK - 04/06/2024
- New to Homeworking: Consumer Relationships / Consumer Lending for qualifying Colleagues and Line Managers Concentrix UK - 03/06/2024
- Sexual Harassment Prevention Training Accessible Version - Concentrix UK - 11/06/2024
- Customer Conversations - Complaints accessible Navigating Nucleus accessible version Complaint handling guide accessible - Concentrix UK - 11/06/2024
- Complaint handling guide accessible - Concentrix UK -11/06/2024
- Fraud and dispute system hub - Concentrix UK - 05/06/2024
- Fraud and dispute - Concentrix UK -05/06/2024
- Customers in Vulnerable Circumstances Induction - Concentrix UK -11/06/2024
- Customer conversations - complaints - Concentrix UK -11/06/2024
- Dynamic Risk Engine into Debit Fraud Concentrix UK 22/08/0205
- FACTA and CRD Regulatory complaints general awareness training - Concentrix UK 22/08/2025
- Complaints Handling - Concentrix UK 22/08/2025
- The Equality Act - Concentrix UK 22/08/2025
- Fighting Economic Crime - Money Laundering - Concentrix UK 30/07/2025
- Fighting Economic Crime- Fraud - Concentrix UK 30/04/2025
- Fighting Economic Crime - Bribery & Corruption risk - Concentrix UK 19/03/2025
Languages
Malayalam
First Language
English
Advanced
C1
Tamil
Intermediate
B1
Hindi
Elementary
A2
Hobbies
- Cricket
- Football
- Listening Music
Timeline
Complaints Handler
Concentrix
05.2024 - 01.2026
Media Advisor
Concentrix
11.2022 - 05.2024
HR Officer
Car Vision
10.2021 - 08.2022
Team Leader
KPB GLOBAL EXPORTERS PVT.LTD
05.2021 - 10.2021
Senior Cashier
Ahalia Money Exchange Bureau, AEB
08.2018 - 04.2021
Relationship Officer
Canara HSBC OBC Life Insurance Pvt.Ltd, Canara HSBC Life Insurance Company Limited, Canara HSBC Oriental Bank of Commerce Life Insurance Company Limited
08.2017 - 02.2018
Sales Executive
Smart Tiles
09.2016 - 08.2017
Sales Officer
HDFC Bank Pvt.Ltd
08.2015 - 08.2016
MBA - HR And Systems
Anna University
BBA - Business Management
Bharathiar University