Expert in CRM software and adept at building rapport, approach and boosts client retention and operational efficiency. Knowledgeable and dedicated customer service professional with extensive experience in customer support industry. 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.
Hi, I’m
Vivian John Paul
Customer Care, Virtual Assistance, Tech. Support, Admin, Escalations
MANTRI WEBCITY, BANGALORE
Summary
Overview
14
years of professional experience
6
years of post-secondary education
Work History
JCE ADIUVO INDIA PVT LTD
Virtual Customer Service Associate
11.2022 - Current
Job overview
- Promoted positive brand image by consistently delivering top-notch service experiences for all customers.
- Implemented new strategies for better handling of customer issues, resulting in decreased wait times.
- Supported fellow team members in resolving complex issues by sharing expertise and advice when needed.
- Resolved customer complaints efficiently, leading to improved retention rates.
- Provided exceptional support to customers through phone, email, and chat platforms.
- Navigated multiple systems simultaneously while assisting customers, increasing efficiency and reducing handle time.
- Balanced competing priorities effectively while managing heavy workloads during peak hours or high call volume periods.
- Followed up with customers about resolved issues to maintain high standards of customer service.
24/7 Intouch
Senior Customer Support Representative
12.2020 - 09.2022
Job overview
- Ensured adherence to company policies when handling sensitive customer information or transactions requiring heightened security measures.
- Leveraged strong multitasking abilities to manage multiple cases simultaneously while maintaining attention to detail and accuracy.
- Reduced customer complaints by providing consistent and high-quality support services.
- Managed escalated cases with diplomacy, ultimately achieving satisfactory resolutions for all parties involved.
- 'Managed over 50+ customer calls, emails per day.'
Flipkart - Teleperformance
Senior Customer Service Representative
09.2020 - 12.2020
Job overview
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both client's concerns and company interests.
Amazon.in
Senior Customer Support Representative
04.2019 - 09.2019
Job overview
- Reduced customer complaints by providing consistent and high-quality support services.
- Leveraged strong multitasking abilities to manage multiple cases simultaneously while maintaining attention to detail and accuracy.
- Ensured adherence to company policies when handling sensitive customer information or transactions requiring heightened security measures.
- Managed escalated cases with diplomacy, ultimately achieving satisfactory resolutions for all parties involved.
- Participated in ongoing professional development opportunities, staying current with industry trends and best practices for customer support excellence.
- Participated in ongoing professional development opportunities, staying current with industry trends and best practices for customer support excellence
Mini Mart
Self Employed
04.2017 - 04.2018
Job overview
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Self-motivated, with a strong sense of personal responsibility.
- Worked flexible schedule and extra shifts to meet business needs.
- Built relationships with customers to encourage repeat business.
Teleperformance - Yahoo
Senior Technical Support Specialist
02.2016 - 01.2017
Job overview
- Reduced average ticket resolution time by implementing knowledge-sharing initiatives among team members.
- Played a key role in streamlining software deployment processes, reducing errors during implementation phases while saving both time and resources for the company.
- Served as a subject matter expert, assisting colleagues with resolving difficult cases and sharing valuable insights.
- Collaborated with cross-functional teams to identify root causes of recurring issues and implement permanent fixes.
My Distance Learning Education UK
Virtual Assistant
09.2013 - 08.2014
Job overview
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Conducted thorough research for projects, contributing to well-informed strategies and decision-making processes.
- Streamlined client communication by developing and implementing efficient email management system, significantly reducing response times.
- Maintained a well-organized database system for improved information accessibility in daily operations.
- Ensured client deliverables were met on time by closely monitoring deadlines and coordinating task completion across teams.
- Conferred with customers by telephone, chat or email to provide information.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
Cyber Infrastructure PVT LTD
Senior Support Specialist
03.2013 - 09.2013
Job overview
- Collaborated with cross-functional teams to identify root causes of recurring issues and develop solutions.
- Negotiated favorable contracts with third-party vendors to secure cost-effective resources for the support team''s needs.
- Improved customer satisfaction by addressing and resolving complex technical issues promptly.
- Led workshops on various topics at industry conferences to showcase company expertise in our field of work.
- Mentored junior team members, fostering professional growth and enhanced problem-solving abilities.
- Served as a subject matter expert for the support team, providing guidance on escalated cases.
- Generated reports to track performance and analyze trends.
SCIO Inspire
Junior Analyst
07.2012 - 02.2013
Job overview
- Participated in special projects as assigned by senior leadership team members while maintaining core responsibilities as Junior Analyst.
- Evaluated historical financial data to identify patterns and trends that informed future projections, enabling proactive decision-making among management teams.
- Leveraged advanced data analysis tools and techniques, such as SQL querying and Python programming, to extract valuable insights from large datasets.
- Generated comprehensive financial reports for internal and external parties, contributing to greater transparency and accountability within the organization.
Caliber Point Business Solutions
Business Support Executive
01.2011 - 07.2012
Job overview
- Improved client satisfaction, promptly addressing concerns and providing solutions for their needs.
- Enhanced team collaboration by facilitating weekly meetings and providing clear communication channels.
- Conducted market research to inform strategic decision-making for business growth initiatives.
- Managed complex projects, coordinating cross-functional teams to meet deadlines and deliver results.
- Streamlined office operations by implementing efficient task management systems and digital file organization.
- Provided exceptional administrative support by managing calendars, drafting correspondence, and organizing filing systems for streamlined operations.
- Delivered exceptional customer experiences and promoted strong relationships.
Lycatel BPO Solutions
Business Support Executive
03.2010 - 12.2010
Job overview
- Improved client satisfaction, promptly addressing concerns and providing solutions for their needs.
- Enhanced team collaboration by facilitating weekly meetings and providing clear communication channels.
- Delivered exceptional customer experiences and promoted strong relationships.
- Provided expert support and troubleshooting via telephone and web chat services.
- Consulted with customers about current products and services, proposed upgrades and finalized sales.
- Increased customer service success rates by quickly resolving issues.
Education
Tamil Nadu Open UniversityChennai, India
BBA from Computer Application
01.2009 - 12.2011
University Overview
Tamil Nadu Open UniversityChennai
High School Diploma
01.2006 - 12.2008
University Overview
Skills
Call Management
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Racing, Movies, Cooking, Travelling, Music
Racing, Movies, Cooking, Travelling, Music
Dormant member of FMSCI (Federation Motor Sports Club of India) & MMSC (Madras Motor Sports Club).
Love Travelling and Exploring and Cooking and listen to Music and Watch movies all kinds of Genre.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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I am looking for Day Job 5 days Monday to Friday. Weekends Off. I am open to International Shifts.
I am looking for Day Job 5 days Monday to Friday. Weekends Off. I am open to International Shifts.
I have been working in this industry for a very long time now and due to working night shifts my health is affected. I need a stable job wherein I can enjoy my work and grow with the firm and climb the ladder of success with everyone.
Timeline
Virtual Customer Service Associate
JCE ADIUVO INDIA PVT LTD
11.2022 - Current
Senior Customer Support Representative
24/7 Intouch
12.2020 - 09.2022
Senior Customer Service Representative
Flipkart - Teleperformance
09.2020 - 12.2020
Senior Customer Support Representative
Amazon.in
04.2019 - 09.2019
Self Employed
Mini Mart
04.2017 - 04.2018
Senior Technical Support Specialist
Teleperformance - Yahoo
02.2016 - 01.2017
Virtual Assistant
My Distance Learning Education UK
09.2013 - 08.2014
Senior Support Specialist
Cyber Infrastructure PVT LTD
03.2013 - 09.2013
Junior Analyst
SCIO Inspire
07.2012 - 02.2013
Business Support Executive
Caliber Point Business Solutions
01.2011 - 07.2012
Business Support Executive
Lycatel BPO Solutions
03.2010 - 12.2010
Tamil Nadu Open University
BBA from Computer Application
01.2009 - 12.2011
Tamil Nadu Open University
High School Diploma
01.2006 - 12.2008
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