Vinodhkumar Sethuraman
Customer Operations
Chennai
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work History
Customer Support Specialist
Diligent Software - APAC, EMEA and Europe Regions
Bengaluru
10.2022 - 04.2023
- Maintained and managed customer files and databases.
- Provided primary customer support to internal and external customers.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Resolved concerns with products or services to help with retention and drive sales.
- Collected vital information to support company and associates through interviews and data analysis.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer calls and emails to answer questions about products and services.
- Answered constant flow of customer calls with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Inside Sales Executive – Senior Executive
Preludesys Ltd - APAC regions
Chennai
10.2021 - 01.2022
- Answered customers' questions regarding products, prices and availability.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
- Exceeded targeted sales goals through continuous pursuit of new sales opportunities and expert closing of customer deals.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Used CRM software to maintain detailed contact logs and account records.
- Used digital methods and traditional telephone approaches to generate sales leads.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Managed and recorded leads from outbound telephone marketing.
Customer Success Specialist
GNB Tech Software Solutions - UK Regions
Chennai
09.2018 - 10.2021
- Collected and analyzed customer information to prepare product or service reports.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended products to customers, thoroughly explaining details.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recorded account information to open new customer accounts.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Operation Executive
Tektronix India, Apricot Logistics, Pvt Ltd
Bangalore
11.2017 - 03.2018
- Built and strengthened relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective.
- Collaborated on operational support tasks to achieve common goal.
- Efficiently and effectively identified and solved all problems that impacted direction of business.
- Applied excellent problem-solving, process development and strategic implementation skills to lead and support all areas of operations.
- Negotiated supplier discounts to improve bottom line.
- Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
Account Manager - Client
File Retrieval.com, AASI Pvt Ltd - US regions
Chennai
03.2014 - 06.2017
- Defined and implemented quality initiatives to reduce risk.
- Analyzed quality and performance data to support operational decision-making.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Recorded accurate and efficient records in customer database.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
- Edited, proofed and critiqued internal documents to improve clarity.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
Technical Support Representative
SUTHERLAND GLOBAL SERVICES - APAC regions
Chennai
04.2013 - 01.2014
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Offered troubleshooting of connectivity issues across networks.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Documented support interactions for future reference.
Customer Support Specialist
INFOSEARCH BPO SERVICES - UK regions
Chennai
05.2010 - 04.2012
- Provided primary customer support to internal and external customers.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Served customer account and technical needs across + daily calls, consistently meeting productivity and quality targets.
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
Customer support & Coordination
SATTVA HITECH & CONWARE PVT LTD
Chennai
12.2009 - 05.2010
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Listened to customers' questions and concerns to provide answers or responses.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Resolved issues through active listening and open-ended questioning, escalating major problems to the CEO.
- Monitored front areas so that questions could be promptly addressed.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Tele Sales Executive
MMC InfoTech Ltd, Citibank DSA
Chennai
04.2005 - 06.2008
- Provided information about available products and services, membership details and purchase advantages.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Set up appointments with interested customers according to schedule availability.
- Attained sales targets on monthly basis.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Developed and maintained courteous and effective working relationships.
Education
Bachelor of Commerce -
A.M Jain College (Affiliated to University of Madras
04.2001 - 04.2004
12th Standard -
Sri Ahobila Math Oriental School
04.1999 - 05.2001
Skills
Executive support
Account management
Complaint resolution
Receiving support
[Product and Service] support
CRM
Customer response
Technical Support
Quality assurance
SalesForce
Timeline
Customer Support Specialist
Diligent Software - APAC, EMEA and Europe Regions
10.2022 - 04.2023
Inside Sales Executive – Senior Executive
Preludesys Ltd - APAC regions
10.2021 - 01.2022
Customer Success Specialist
GNB Tech Software Solutions - UK Regions
09.2018 - 10.2021
Operation Executive
Tektronix India, Apricot Logistics, Pvt Ltd
11.2017 - 03.2018
Account Manager - Client
File Retrieval.com, AASI Pvt Ltd - US regions
03.2014 - 06.2017
Technical Support Representative
SUTHERLAND GLOBAL SERVICES - APAC regions
04.2013 - 01.2014
Customer Support Specialist
INFOSEARCH BPO SERVICES - UK regions
05.2010 - 04.2012
Customer support & Coordination
SATTVA HITECH & CONWARE PVT LTD
12.2009 - 05.2010
Tele Sales Executive
MMC InfoTech Ltd, Citibank DSA
04.2005 - 06.2008
Bachelor of Commerce -
A.M Jain College (Affiliated to University of Madras
04.2001 - 04.2004
12th Standard -
Sri Ahobila Math Oriental School
04.1999 - 05.2001