Thilakavathi A
Chennai
Summary
Dynamic Content Support Analyst skilled in problem solving and critical thinking. Proven ability to manage customer inquiries and ensure project accuracy, enhancing collaboration with content providers.
Overview
17
17
years of professional experience
Work History
Content Support Analyst
ExLibris (Part of Clarivate)
Chennai
05.2022 - Current
- Managed customer inquiries related to CDI metadata while adhering to bibliographic policies.
Conducted detailed record analysis to satisfy customer requirements.
Partnered with content providers and publishers to ensure reliable metadata in Primo and Summon.
Senior Analyst
Clarivate Analytics
Chennai
10.2008 - 04.2022
Ensured project accuracy, adherence to deadlines, and tracking of shift utilization and quality.
Trained, supervised, and evaluated personnel, coaching for skill set improvements.
Developed and maintained strong relationships with end customers for enhanced collaboration.
Catalogued and processed references according to predefined policies, reporting directly to process lead.
Gained over two years of experience in SAF processes for sourcing and abstracting funding.
Supported author process as a cross trainee to enhance overall workflow efficiency.
Managed customer case handling in Helpdesk Corrections Team, analyzing bibliographic records.
- Implemented policy-based corrections while fulfilling diverse customer requests efficiently.
Education
Bachelor of Arts - Mathematics
Bachelor Of Mathematics
ChennaiSkills
- Problem solving
- Critical thinking
- Helpdesk operations
- Customer case handling
Core Competencies
Professional & Impactful
Results-driven professional with 12+ years of experience in the Business Process Outsourcing (BPO) domain, with a strong focus on customer service excellence and quality assurance. Known for consistently exceeding both internal and external customer expectations, and for developing and implementing standardized policies and procedures that drive operational efficiency.
Concise & ModernResults-oriented BPO professional with 12+ years of experience in customer service operations and quality assurance. Proven track record of exceeding stakeholder expectations and implementing standardized processes to enhance performance and consistency.
Leadership-FocusedSeasoned BPO professional with 12+ years of experience delivering customer-centric solutions and driving quality excellence. Adept at exceeding internal and external expectations through the implementation of standardized policies, procedures, and continuous improvement initiatives.
Timeline
Content Support Analyst
ExLibris (Part of Clarivate)
05.2022 - Current
Senior Analyst
Clarivate Analytics
10.2008 - 04.2022
Bachelor of Arts - Mathematics
Bachelor Of Mathematics