Vasudha Gurumurthy
Ekkatuthangal Chennai
Summary
Knowledgeable and dedicated customer service professional with 6 years of customer servie experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Associate
Guardian India OPT.PVT. LTD
08.2021 - Current
- Dealing with Guardian Insurance customer queries
- Provide support over emails
- Create service requests to appropriate teams to resolve the customer complaints
- Conduct team huddle
- Coach/train new batch members
- Provide intra-team support
- Connect with inter team members to find resolution
BUNDL Technologies - ORM
03.2019 - 01.2020
- Handle social media tickets
- Vasudha Gurumurthy, Handle customer complaints in DM on social media
- Capturing and Mailing customer issues to the right department
- Following up with the issues and close looping with the customer with appropriate resolution or compensation
- Conducting huddles
- Training new batch members
Engineer
GAVS Technologies
05.2018 - 02.2019
- Handle inbound calls for US clients
- Developing training materials
- Creating MOM of the client training
- Handle tickets for Service Desk
- Troubleshooting client system issues
- Worked in Service desk
- Helped in developing chat bot for the client website
- Worked for a Telecom service provider
- Handled Outbound sales
- Portrayed exceptional sales skills
- Promoted as an acting SME
- Handled a team of 7
- Coached and trained people on communication
Senior Process Executive
Cognizant Technology Solutions
07.2016 - 03.2017
- Handling inbound calls and emails for US and South African clients
- Creating tickets and routing it to the concerned department
- Following and updating the tickets in the client portal
- Creating MOM of the client training
- Developing SOP and training materials
- Worked on DME (Durable Medical Equipment)
- Handled outbound and inbound calls with US healthcare providers and Insurance services
- Handled queries related to Claims, Authorization, benefits and payments
- Possessed an Acting SME role driving a team of 6 to enhance productivity and quality
- Prepared Day-to-day reports of various parameters for analyzing and monitoring
- Provided various Kaizens (Process Improvement ideas)
Education
M.Sc. - Counseling Psychology
Madras University Madras University
B. Sc - Psychology
Dr. MGR Janaki College For Women
03.2011 - 04.2014
Skills
Marital Status : Single
Computer competencies
Preparing reports
Sales expertise
Customer service orientation
Microsoft applications proficiency
Staff education and training
Service standard compliance
Medical terminology knowledge
Professional telephone demeanor
Multi-line phone talent
International sales support
Creative problem solving
Inbound and outbound calling
Cross-functional team collaboration
Self-direction
Quality assurance
Negotiation
Complaint resolution
Report preparation
Good communication skills
Telephone etiquette
Excellent written and oral communication
Customer Relations
Inter-department collaboration
Personnel training and development
Exceptional telephone etiquette
Customer-focused
Microsoft Outlook, Word and Excel
Team Building
Exceptional interpersonal communication
Skilled trainer
Training and mentoring
Excellent time management skills
Computer competencies
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
Remember that not getting what you want is sometimes a wonderful stroke of luck.
Tenzin Gyatso, Fourteenth Dalai Lama
Timeline
Associate
Guardian India OPT.PVT. LTD
08.2021 - Current
BUNDL Technologies - ORM
03.2019 - 01.2020
Engineer
GAVS Technologies
05.2018 - 02.2019
Senior Process Executive
Cognizant Technology Solutions
07.2016 - 03.2017
B. Sc - Psychology
Dr. MGR Janaki College For Women
03.2011 - 04.2014
M.Sc. - Counseling Psychology
Madras University Madras University