SOUNDARRAJAN KANNAN
Customer Experience Manager
Mohali
Summary
Aiming a challenging career in a corporate that encourages being innovative, enterprising and to effectively implement skills leading to a good position and effective contribution to the growth of the company. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
6
6
Languages
Work History
Assistant Programmer
Taluk office (Election Section)
- Developed web applications for deployment on platforms and sites.
- Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
- Prepared detailed reports on updates to project specifications, progress, identified conflicts, and team activities.
- Coordinated with stakeholders to define project technical requirements.
Chat Support Executive
Destination BigBear
08.2018 - 02.2020
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Liaised with marketing team to define customer outreach strategy to optimize customer engagement.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
Support Executive
Teleperformance India Private Limited
02.2020 - 12.2021
- Coordinated priority of support work based on client and business needs.
- Provided remote software services to correct reported issue.
- Managed customer-facing FAQ and knowledgebase on media sources..
Team Lead
New York City Tourism + Conventions
01.2021 - 12.2022
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Worked different stations to provide optimal coverage and meet production goals.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Team Lead
Alorica Private Ltd
01.2023 - 11.2023
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Escalated issues to proper supervisors when standard processes were not effective.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
Education
High School - TAMIL MEDIUM
STATE BOARD
MYLAPORE, MARBA History - ENGLISH MEDIUM
PERIYAR MANIAMMAI UNIVERSITY
THANJAVUR, APRI L 01.2013 - 03.2016
Skills
Basic Computer Knowledgeundefined
Interests
Playing Cricket, Listening to Music etc
Achievements And Projects
- Received "THE BEST PROJECT" Award under Periyar Science Club for completing the Innovative Project on DAM CONSTRUCTION in the year 2014 - 2015
- Completed my Training Session (6 Months) in Krishna Planners, Thanjavur in the year 2015.
- Completed the Final Year Project of School Building Constructions approved by The Departmental Staff
- Completed the Project of Water Fountain for the memorial of Dr. A. P. J Abdul Kalam
- Completed the Project of Drafting of Plans and Route Map for polling booths for Thanjavur Taluk using AUTOCAD (Certified by Revenue Divisional officer)
- Achievement Best Team Manager Award in Alorica for having zero attrition and achieved Highest score in every KPIs and moved to handling vip Teammates
Personal Information
- Religion: HINDU
- Date of Birth: 05/13/97
- Gender: MALE
- Nationality: INDIAN
- Marital Status: SINGLE
Strength And Abilities
Have the ability of adjusting and adapting to different environments with full commitment & positive attitude.
Contacts
- 9790128606
- 8951768203
Disclaimer
I hereby declare that all the information furnished above is factual, complete and accurate to the best of my awareness and Knowledge.
Software
Microsoft office
Zendesk
Slack
Jira
Order Tracking & Management
Amazon AWS
Gorgias
Salesforce
Live Assistant
FreshDesk
Certification
Certified Zendesk Customer Support Admin
Timeline
Cisco Certified Customer Success Manager
03-2023
Team Lead
Alorica Private Ltd
01.2023 - 11.2023
Certified Zendesk Customer Support Admin
01-2023
Team Lead
New York City Tourism + Conventions
01.2021 - 12.2022
Support Executive
Teleperformance India Private Limited
02.2020 - 12.2021
Chat Support Executive
Destination BigBear
08.2018 - 02.2020
BA History - ENGLISH MEDIUM
PERIYAR MANIAMMAI UNIVERSITY
01.2013 - 03.2016
Assistant Programmer
Taluk office (Election Section)
High School - TAMIL MEDIUM
STATE BOARD
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