TEENA SURESH
Kochi
Summary
Process Associate with expertise in International Customer Service, managing billing inquiries and metering service lines for international utility companies. Contributed to Clinical Research by supporting clinical trial processes, documentation, and data coordination, ensuring compliance with regulatory standards. Delivered professional chat-based assistance as Customer Support Representative, managing property listings on MLS and Zillow to enhance accuracy and client satisfaction.
Overview
15
15
years of professional experience
12
12
years of post-secondary education
Work History
Customer Support Representative
HBSUSA Information Technology Pvt Ltd
Trivandrum
01.2025 - Current
- Provide efficient and professional customer support via chat, answering inquiries, troubleshooting issues, and ensuring a positive experience for clients throughout their property search or listing process.
- Resolved customer inquiries in a timely manner.
- Responded promptly to complaints or requests from customers.
- Managed escalated customer concerns with professionalism and empathy, ensuring resolution and maintaining client satisfaction.
- Educated customers on product features and troubleshooting steps, enhancing their understanding and improving their overall experience.
- Coordinate with internal teams, such as sales and management, to ensure seamless communication regarding listing status, client inquiries, and other related tasks.
- Updated internal dashboards to track listing performance and client interactions, generating reports to ensure data accuracy for internal teams and clients.
Process Associate
RR Donnelley India Outsource Pvt Ltd
Trivandrum
02.2016 - 06.2019
- Have worked with multiple UK clients.
- Worked for a leading international utility project and have dealt with commercial customers.
- Have resolved customer queries regarding billing and other financial issues.
- Have worked in the metering team of international projects, initiated meter installation, analyzed meter readings, identified errors and have dealt with metering queries.
- Have identified customers eligible for allowances and initiated requests for the same.
Data Processing Analyst
Cybersoft BPO Solutions
Trivandrum
02.2015 - 10.2015
- Data Processing, Document Management and Quality control
Clinical Research Coordinator
SMO Connect
Ernakulam
07.2011 - 04.2013
- Managed day-to-day operations of clinical trials, ensuring compliance and timely reporting.
- Attended international seminars to promote studies and engage potential stakeholders.
- Have interviewed and recruited candidates to participate in the studies and trials.
Education
Bachelor of Arts - English, Psychology
IGNOU
Trivandrum, KL 06.2019 - 06.2025
Clinical Research Professional - Clinical Research
Clinovex
Trivandrum, KLBachelor of Technology - Biotechnology (Course Completed)
Mohandas Engineering College
Trivandrum, KL 03.2006 - 03.2010
Higher Secondary Education -
HSE Board Kerala
Kochi, KL 03.2003 - 03.2005
Skills
- Customer service
- Live chat support
- Customer management
- Problem resolution
- Team collaboration
- Effective communication
- MS Excel
- MS Word
- Time management
- Staff training
- Punctuality
- Quick learning ability
- Willingness to learn
- Co-operative
- Property listing
Hobbies and Interests
- Cooking
- Crafting
- Travelling
Languages
Malayalam
First Language
English
Upper Intermediate
B2
Hindi
Beginner
A1
Timeline
Customer Support Representative
HBSUSA Information Technology Pvt Ltd
01.2025 - Current
Bachelor of Arts - English, Psychology
IGNOU
06.2019 - 06.2025
Process Associate
RR Donnelley India Outsource Pvt Ltd
02.2016 - 06.2019
Data Processing Analyst
Cybersoft BPO Solutions
02.2015 - 10.2015
Clinical Research Coordinator
SMO Connect
07.2011 - 04.2013
Bachelor of Technology - Biotechnology (Course Completed)
Mohandas Engineering College
03.2006 - 03.2010
Higher Secondary Education -
HSE Board Kerala
03.2003 - 03.2005
Clinical Research Professional - Clinical Research
Clinovex