Tamilarasu R
Chennai
Summary
Dynamic Senior Customer Service Associate at Skechers with a proven track record in enhancing service quality and achieving KPIs. Expert in inventory management and product training, I excel in building customer relationships and resolving complex issues. Committed to continuous improvement, I drive operational efficiency and foster team development.
Overview
6
6
years of professional experience
2012
2012
years of post-secondary education
Work History
Senior Customer Service Associate
Skechers
Chennai
02.2020 - Current
- Achieving kpi
- Every month stock audit
- Stock room management
- I am product trainer of the store
- Assisted customers in selecting products and resolving inquiries.
- Processed customer orders and managed returns efficiently.
- Maintained accurate inventory levels through regular audits.
- Collaborated with team members to enhance service quality.
- Trained new associates on company policies and procedures.
- Utilized point-of-sale systems for transactions and reporting.
- Gathered customer feedback to improve service delivery standards.
- Handled escalated issues with professionalism and empathy.
- Worked closely with other departments to resolve customer issues in a timely manner.
- Researched technical problems reported by customers and provided detailed solutions.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Updated customer information into account databases for future use.
- Utilized a variety of software applications to respond quickly to customer queries.
- Created reports summarizing customer feedback data for review by senior management team members.
- Escalated issues to correct individuals when typical procedures did not achieve resolution.
- Assisted customers with billing, troubleshooting and account issues.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Identified potential areas of improvement within customer service operations and communicated recommendations to management team.
- Implemented new procedures based on changes in company policies or regulations.
- Assisted customers in navigating website features, enabling them to find products easily.
- Collaborated with management teams to develop strategies for improving customer service processes.
- Developed relationships with key clients to ensure repeat business and increased sales opportunities.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Followed up with customers to gain feedback regarding company products and services.
- Reviewed daily activity logs detailing interactions between staff members and customers.
- Located products through extensive researching and arranged for drop shipments for items located at different facilities.
- Compiled monthly statistical reports tracking various metrics such as call volume, wait times, resolution rates.
- Reported any unresolved product issues or discrepancies to supervisor immediately.
- Maintained accurate records of customer interactions and transactions for future reference.
- Mentored junior team members and managed employee relationships.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Education
Gopalapuram Boys Higher Secondary School
Chennai, Indian Skills
- Customer relationship management
- Inventory management
- Point-of-sale systems
- Service quality assurance
- Product training
- Sales
- Order management
- Customer service
- Returns and exchanges
- SOP writing
- Staff training
Languages
Tamil
First Language
English, Telugu, Hindi
Beginner (A1)
A1
Accomplishments
- I am a judo state gold medalist and national player
- Boxer
Timeline
Senior Customer Service Associate
Skechers
02.2020 - Current
Gopalapuram Boys Higher Secondary School