Sijo Kunjumon
Pune
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.Also honest and punctual, disciplined , Resolve customer queries in First call resolution. Resourceful individual skilled in invoicing and handling the processing of payroll. Looking for a Senior Process Associate position with a growing company offering room for advancement. Passionate Senior Process Associate offering well-developed skills in data analysis and managing capable teams. Pursuing position in busy company where qualified individual with understanding of accounting processes and procedures is highly sought.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
New Age Products
Mumbai
01.2024 - 08.2024
- Took calls and also worked on emails for the products of garage , kitchen decor , cabinets for different products . Excellent C-SAT,and NPS. for NewAgeProducts based in USA and Canada
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Worked on applications such as SAP, Citrix, Salesforce.
Process Executive
Capita Pvt Ltd
Pune
10.2019 - 10.2020
- Worked with two line of business O2 for sim cards ,phones also worked on Chats , 2.) Worked with DPD for Cargo and logistics took Chats and calls. For UK customers
- Created detailed reports to track progress, analyze results, and identify issues with existing processes.
- Resolved any issues or discrepancies that arose during the processing of orders or requests.
Sr. Process Associate
WNS Global Service Pvt Ltd.
Pune
09.2014 - 07.2018
- Worked with 3 line of business, Pre- Travel,After Travel and flight delay for Travel Union International (TUI)
- Worked on applications such as ATCOM, Connect , Citrix. For UK customers , Resolved end to end queries , Excellent C-SAT and NPS, took calls and emails for UK customers.
- Managed team members and provided quick responses to questions and resolutions to issues.
- Responded to advanced issues with professional and relationship-focused approach.
- Consistently achieved all deadlines, including those requiring month-end reporting.
- Processed payments promptly and delivered to appropriate entities.
- Trained staff members to implement and maintain approved and established process improvements in assigned functional areas.
Process Executive
Infosys BPM Ltd.
Pune
05.2012 - 09.2013
- Worked with three line of business for British Telecom (BT-Open reach), LLU- CP calling, LLU- CO-OP engineering calls and Routing Open-Reach for UK customers.
- Worked for ISDN and PSTN lines for the customers, SemiTech process.
- Observed corporate protocols and procedures to secure sensitive and confidential data.
- Eliminated process gaps by resolving key complex issues.
- Reduced process lags by successfully managing and scheduling employees to optimize productivity while training staff on best practices and protocols.
- Responded to online or telephone requests for information and assistance.
Education
Master of Arts - Masters of Divinity Biblical Studies
Union Biblical Seminary , Bibewadi Pune
Pune India12-2017
Bachelor of Arts - Arts, Social Science
Savitribhai Phule University of Pune
Pune , Maharashtra ,India03-2012
Bachelor of Science - AMIETE-IT (B-Tech IT)
IIAEIT (AMIETE- NEW DELHI)
New Delhi - India11-2011
Skills
- Customer Order Management
- Customer Retention
- Complaint resolution
- Report Generation
- Account Management
- Problem Resolution
- Event Management (Verve - for 3 yrs) with the print media for EYF (Express Youth Forum) a child body of Indian Express also worked with Mudra Foundation tie up with Sakaal group of Events
- Soft Skills and Telephone ethicates , Personality development
- Senior leadership support
- Customer Service
- Customer Relationship Management
- Good communication skills
- Customer Relationship Management (CRM)
- Telephone Etiquette
- Conflict Mediation
Affiliations
- Team player
- Endurance and Thirsty for new goals and challenges
- Won awards for singing, elocution speech, also got trophies for conducting College cultural fests in Pune.
- Have also initiated to build and start conferences , retreats and youth social activities in Church and my Community
- Was a prayer warrior and the zonal coordinator for the youths of 7 Churches in Pune Zone ,have also won awards for organizing conferences have represented the Pune zone church in Mumbai , Chennai, Bengaluru and Ahmedabad at large times.
Accomplishments
- Have won 4 awards in Church activities for singing, Speech and bible quiz
- Follower of Cricket and in my child-hood ages have played hockey and football.
- Got certificates for training, maintaining quality and AHT and for conducting events in Pune, Maharashtra for organizing college cultural fests like Verve (in Limca book of records there is an entry fo this event), Youthopia which are the top largest college cultural fests in Maharashtra, India
Certification
- Trainers workshop conducted by Bharat Singh Rathore certificate for train the trainer.
- Attended a personality development and how to acheive your dreams by Rohini Mudra.
- Attended the winners workshop for 3- days conducted by Dr. Bharat Chandra.
Languages
English
First Language
Hindi
Intermediate (B1)
B1
Marathi
Beginner
A1
Malayalam
Beginner
A1
Websites
References
References available upon request.
Timeline
Customer Service Specialist
New Age Products
01.2024 - 08.2024
Process Executive
Capita Pvt Ltd
10.2019 - 10.2020
Sr. Process Associate
WNS Global Service Pvt Ltd.
09.2014 - 07.2018
Process Executive
Infosys BPM Ltd.
05.2012 - 09.2013
Master of Arts - Masters of Divinity Biblical Studies
Union Biblical Seminary , Bibewadi Pune
Bachelor of Arts - Arts, Social Science
Savitribhai Phule University of Pune
Bachelor of Science - AMIETE-IT (B-Tech IT)
IIAEIT (AMIETE- NEW DELHI)
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