Yuvaraj Jayakumar
Chennai
Summary
Customer service representative with 7.8 years of experience. I have a strong work ethic and excellent communication skills. I am able to resolve customer complaints and inquiries in a timely and efficient manner. I am also proficient in data entry and have a typing speed of 60 wpm. I am a motivated individual who is always looking for ways to improve skills.
Overview
11
11
years of professional experience
Work History
Technical Support Engineer
Iopex Technologies, Arlo
03.2023 - Current
- Com - Surveillance Camera
- Provide Timely and effective assistance to customer via phone calls, addressing technical issues and inquiries
- Ensure a High Level of customer satisfaction through clear communication and problem resolution
- Educate customer on the usage of product, features and preventive measures to minimize recurring issue
- Identify and escalate critical issues to Appropriates teams, providing detailed information for swift resolution
- Analyze and Troubleshoot Technical problems reported by customers
- Guiding them through step-by-step solution
- Utilize Diagnostic tools and resources to identify root cause of issues
- Collaborate with cross-functional teams and escalate complex issues to higher-level support when necessary
- Stay updated on product features, updates and troubleshooting techniques to provide accurate and relevant assistance
- And, with Excellent performance metrics, including response time, resolution time and Customer satisfaction scores with 100% attendance
- LANGUAGES English Tamil www.resumekraft.com
Account Management
Sutherland Global, AT&T And Handy
09.2020 - 01.2023
- Com
- Email, Chat & Voice Support
- Product which handled Business Internet & Home internet
- Direct TV, Landline Wireless, Payment release Appointment reschedule, Create appointment, Check refund, Quality of service rework, Rate adjustment
- As a process associate, I will be responsible to deliver the one and done resolutions to the customers
- Worked as SME and handled 14+ members in a team
- Preparing daily performance data and sharing that to the floor
- Provide process and reporting analysis to support the management team in decision making
- Create and maintain client facing payments and service orders using Client Relationship Management (CRM)
- Handling high level escalation requests which the agents missed to solve
- Process all invoicing relating to completed projects and sales orders within Finance and Operations.
Business Development
Nittany Creative Solution LLP
05.2018 - 03.2020
- Healthcare & Graphic Design
- Working close with the management to develop and implement business development strategy for a defined territory
- Coordinating with management and clients to identify business development opportunities with existing and new clients
- Working with the team to achieve short and long term revenue and profit growth
- Updating and maintaining client information database on regular basis
- Concentrating Market Research, Lead Generation, E-mail campaign, Cold calling, fixing up meetings
Business Development Executive
HGS - Hinduja Global Solutions Ltd, Airtel
01.2016 - 05.2017
- Maintaining service level agreement
- Manage the flow of day-to-day operations
- Create reports to update the company on the team's progress
- Distribute reports to the appropriate personnel Assure that the team addresses all relevant issues within the specifications and various standards
- Provide status reporting of team activities against the program plan, And To help to achieve their KPI'S Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed
- Ensure Attendance, Shift Adherence and Daily Productivity
- And, become the Process Experts and resolve complex scenarios and doubts.
Senior Customer Service Representative
MPHASIS Ltd
06.2013 - 12.2015
- Responsibilities & Roles Indian Bank- Voice
- Debit card Hotlist, Credit card Hotlist and Account Information
- Cheque Status & Blocking
- Coaching & Mentoring Handling Escalation calls
Education
B.COM Corporate Secretaryship - Corporate Secretaryship
Pachaiyappa's College
Chennai 2013
HSC - Commerce and Computer science
St George's Anglo Indian Higher Secondary School
Chennai2010
SSLC -
St George's Anglo Indian Higher Secondary School
Chennai2008
Timeline
Technical Support Engineer
Iopex Technologies, Arlo
03.2023 - Current
Account Management
Sutherland Global, AT&T And Handy
09.2020 - 01.2023
Business Development
Nittany Creative Solution LLP
05.2018 - 03.2020
Business Development Executive
HGS - Hinduja Global Solutions Ltd, Airtel
01.2016 - 05.2017
Senior Customer Service Representative
MPHASIS Ltd
06.2013 - 12.2015
B.COM Corporate Secretaryship - Corporate Secretaryship
Pachaiyappa's College
HSC - Commerce and Computer science
St George's Anglo Indian Higher Secondary School
SSLC -
St George's Anglo Indian Higher Secondary School
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