Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies and Interests
Languages
Timeline
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Surya V

Chennai

Summary

Dynamic Merchant Operations Associate with proven expertise at Groupon in customer relationship management and conflict resolution. Adept at onboarding merchants and enhancing customer satisfaction through effective communication and problem-solving. Skilled in Salesforce and data management, driving continuous improvement in service delivery and operational efficiency.

Overview

3
3
years of professional experience

Work History

Merchant Operations Associate

GROUPON
Chennai
04.2023 - 03.2025
  • Company Overview: Groupon is a global e-commerce marketplace, connecting subscribers with local merchants by offering activities, travel, goods, and services.
  • Onboarding assistance for new merchants.
  • Merchant/Customer Service Support: Interacts with customers, company sales, and/or service representatives via telephone, email, text, chat, or through other social media platforms to handle a variety of pre-sales or post-sales service functions.
  • Receives customer requests and prepares documents/trouble tickets related to processing, servicing, and updates databases with the status of returned materials, issues, and accounts for returns inventory records.
  • Utilized various digital platforms such as social media or email marketing campaigns.
  • Ensure service information is accessible by sorting and filing documents and forms. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements or changes, and product pricing, and resolves return credit problems.
  • Supporting existing and new merchants in their featured campaigns.
  • Stay up to date with the internal ticketing system, customer portals, back-office databases, and Groupon redemption procedures.
  • Acting as a liaison with other departments (Sales, Customer Service, Editorial, Product, and Engineering) to address merchant requests and issues.
  • Resolved customer complaints in a timely manner to maintain positive relationships.
  • Supporting the process as a subject matter expert (SME) and training new hires.
  • Groupon is a global e-commerce marketplace, connecting subscribers with local merchants by offering activities, travel, goods, and services.

Airport Operations and Customer Service

InterGlobe Aviation Limited (Indigo)
Chennai
04.2022 - 12.2022
  • Company Overview: InterGlobe Aviation Limited is the parent company of IndiGo, a low-cost airline based in India.
  • Attend the pre-flight and post-flight briefings.
  • Setting and maintain high-quality check-in procedures.
  • Assist the customer with special requests.
  • Answered customer queries over the telephone.
  • Making reservations across the counter.
  • Assist the customer with special requests.
  • Filing necessary flight papers.
  • Attending to ad hoc tasks assigned by the management from time to time.
  • InterGlobe Aviation Limited is the parent company of IndiGo, a low-cost airline based in India.

Education

MBA - Airline and Airport Management

REMO INTERNATIONAL COLLEGE
Chennai
04-2023

B.A - English Literature

SRI SARADA MAHA VIDAYALAYAM ARTS AND SCIENCE COLLEGE
Ulundurpet
01-2019

Skills

  • Salesforce
  • Zendesk
  • Merchant onboarding
  • Customer relationship management
  • Team collaboration
  • Analytical thinking
  • Conflict resolution
  • Customer trend analysis
  • Customer complaint resolution
  • Continuous improvement
  • Research and Analysis
  • Problem Solving
  • Email and Chat Channel Support
  • Customer Satisfaction
  • Adaptability
  • Customer Authentication
  • Data Management
  • Microsoft Outlook
  • Microsoft Office Package
  • Google Tools

Accomplishments

  • Won First place in Sketching for Excellence at Sri Sarada Maha Vidayalayam Arts and Science college
  • Won second place in glass painting held at Sri Sarada Maha Vidyalayam Arts and Science College
  • Participated in the guest lecture program on 'The benefits and advantages of studying the English language and literature

Hobbies and Interests

  • Sketching and Painting
  • Playing Badminton
  • Travelling
  • Reading
  • Writing Quotes

Languages

  • English, Full Professional Proficiency
  • Tamil, Native or Bilingual Proficiency

Timeline

Merchant Operations Associate

GROUPON
04.2023 - 03.2025

Airport Operations and Customer Service

InterGlobe Aviation Limited (Indigo)
04.2022 - 12.2022

MBA - Airline and Airport Management

REMO INTERNATIONAL COLLEGE

B.A - English Literature

SRI SARADA MAHA VIDAYALAYAM ARTS AND SCIENCE COLLEGE

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