Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
Generic

THENMOZHI PANDIAN

Chennai

Summary

Successful Customer Specialist with 9 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues.Upbeat and energetic, handling difficult situations through resourcefulness and adaptability.

Overview

10
10
years of professional experience

Work History

Senior Customer Support Executive

Tech Mahindra
Chennai
03.2024 - Current
  • Provided high-level customer service to resolve escalated customer inquiries.
  • Assisted customers with complex issues, troubleshooting, and resolving them in a timely manner.
  • Responsible for handling customer-related queries with Telstra products like router, NBN box, etc.
  • Live troubleshooting with queries of all Australian customers and resolving their issues on live chat.
  • Achieved 'Bravo Certificate' for Best Customer support overall.
  • Collaborated with colleagues to develop strategies for improving overall customer experience outcomes.
  • Identified trends in complaints and requests by analyzing past incidents and developing solutions accordingly.

Customer Care Specialist

CSS Corp
Chennai
05.2022 - 05.2023
  • Resolved customer issues efficiently by identifying problems, researching solutions, and following up on outcomes.
  • Responsible for handling customer-related queries with networking and Aruba products.
  • Live troubleshooting with queries of all international customers and resolving their issues on call.
  • Had live chat and calls with US and UK customers and resolved their queries in live meetings with them.
  • Translate English communication within team as necessary by phone or email.
  • Achieved 'Certificate of Excellence' for Best Customer support overall.
  • Built strong relationships with the field operations team to support business development opportunities and improve service.
  • Achieved high satisfaction rating through proactive, one-call resolutions of customer issues.

Customer Service Quality Analyst

Newgen Knowledge Works
Chennai
04.2020 - 04.2021
  • Created detailed reports based on findings from quality assurance audits.
  • Responsible for author-related corrections in draft editions for 75 books per month, on average.
  • Pivoted in the development of checklists for minimizing errors and process standardization.
  • Enabled in the development of new metrics, techniques, and strategies for continual process excellence.
  • Collaborate, receive, and incorporate feedback from the author in the book lifecycle.
  • Achieved 'Certificate of Excellence' for process improvement, quality, and customer satisfaction checklist implementation.
  • Conducted thorough reviews of operations to devise and deploy improvement strategies.
  • Created and optimized records management strategies to coordinate and protect information.

Customer Service Quality Analyst

SPI Global Technologies
Chennai
05.2019 - 04.2020
  • Responsible for Error Proofing in Production.
  • Compilation of Feedback Error Report on a monthly basis.
  • Usage of QC Tools towards identifying gap in Quality measures.
  • Gathered, documented, and modeled data to assess business trends.
  • Identified issues, analyzed information, and provided solutions to problems.
  • Reviewed internal systems and organized training plans to address areas in need of improvement.

Customer Service Representative Team Lead

Ford Motors Private Limited
Chennai
09.2016 - 04.2019
  • Responsible for non-machinery inventory spares.
  • Optimizing price for Ford's non-machinery parts.
  • Meets and/or exceeds set productivity and accuracy targets.
  • Working with teams spread over multiple locations to ensure SLAs are met.
  • Collaborate with cross-functional teams towards process improvement and better inventory management.
  • Training new hires for Inventory Management.
  • Management of FIFO, based on demand and supply.
  • Communicate with business stakeholders on task requests.
  • Act as SME and resolve process-related queries raised by team members. Review metrics and prioritize workflow.
  • Achieved 'Spot recognition Award' and 'Functional excellence certificate' for working in this team.
  • Exposure to back-office operations, escalation management, and troubleshooting environments.
  • Updated quality control standards, methods, and procedures to meet compliance requirements.
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Rejected materials, components, and finished products, and documented reasons.
  • Conducted employee audits to check production performance against process standards.

Catalogue Customer Service Associate

Amazon India Private Limited
Chennai
09.2014 - 09.2016
  • Responsible for checking for grammatical errors in books.
  • Understand operational goals, vision, charter, and process steps.
  • Worked as NCX Coordinator (Setting up of chapter navigation in Books), have exceeded daily target level, achieving nearly 200+ books per day.
  • Achieved 'Star Performer Award' for working in NCX Team.
  • Helped a large volume of customers every day with a positive attitude and a focus on customer satisfaction.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Education

B.E: Computer Science & Engg -

Misrimal Navajee Munoth Jain Engineering College
Chennai
01-2014

12th: Science Education - Science Education

St. Dominic's Anglo-Indian Hr. Sec School
Chennai
01-2010

10th: Science Education - Science

St. Dominic's Anglo-Indian Hr. Sec School
Chennai
01-2008

Skills

  • Customer Relationship Management
  • Product and service support
  • Strong Communication & interpersonal skills
  • Product presentation & demonstration
  • Prioritization & decision – making
  • Process Improvement & Implementation
  • Customer Analysis & Insights
  • Customer Training & Education
  • Recordkeeping strengths
  • Order fulfillment
  • Money handling abilities
  • Improving Customer Experience
  • Documentation and reporting
  • First Call resolution
  • Data Collection & Report preparation
  • Complaint resolution
  • Project Management

Languages

Tamil
First Language
English
Advanced (C1)
C1

Accomplishments

  • Bravo Certificate - Tech Mahindra.
  • Certificate of Excellence - Newgen Knowledge Works.
  • Spot recognition Award & Functional excellence certificate - Ford Motors private Limited.
  • Star Performer Award - Amazon India private Limited.
  • CZAT Award – For Best Customer Support – CSS.
  • AMCAT Certified in English Comprehension.

Timeline

Senior Customer Support Executive

Tech Mahindra
03.2024 - Current

Customer Care Specialist

CSS Corp
05.2022 - 05.2023

Customer Service Quality Analyst

Newgen Knowledge Works
04.2020 - 04.2021

Customer Service Quality Analyst

SPI Global Technologies
05.2019 - 04.2020

Customer Service Representative Team Lead

Ford Motors Private Limited
09.2016 - 04.2019

Catalogue Customer Service Associate

Amazon India Private Limited
09.2014 - 09.2016

B.E: Computer Science & Engg -

Misrimal Navajee Munoth Jain Engineering College

12th: Science Education - Science Education

St. Dominic's Anglo-Indian Hr. Sec School

10th: Science Education - Science

St. Dominic's Anglo-Indian Hr. Sec School

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