Summary
Overview
Work History
Education
Skills
Certification
Willing to relocate
Timeline
Generic

Gokul Sivakumar

70R Macewan Ridge Pl NW,AB

Summary

Experienced Customer Care Supervisor at Urban Barn with expertise in team management and employee training. Skilled in resolving escalated cases with critical thinking to enhance customer satisfaction and promote team growth. Proficient in Salesforce Service Cloud to streamline workflows and achieve exceptional service outcomes.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Care Supervisor

Urban Barn
11.2023 - Current
  • Supervise and lead two teams: the Custom Team and the Customer Care Team
  • Train new team members, coach existing staff, and provide constructive feedback to support continuous growth and performance improvement
  • Handle and resolve escalated customer cases with a focus on timely and customer-centric solutions
  • Process refunds and payments in accordance with company guidelines
  • Investigate complex cases and respond to inquiries from regional managers and retail stores
  • Clarify policies, procedures, and product details for representatives and advisors to ensure consistent and accurate service.
  • Allocate and assign cases effectively to ensure efficient team workflow and case resolution.

Customer Care Advisor

Urban Barn
04.2023 - 10.2023
  • Provided guidance to representatives in handling cases, particularly in ambiguous situations
  • Conducted double checks on orders in SAP before processing payments or returns
  • Mentored team members for skill development
  • Managed escalated customer cases efficiently.





Customer Service Representative

Urban Barn
01.2023 - 04.2023
  • Created cases and followed up with customers using Salesforce Service Cloud
  • Delivered fast and friendly service to handle questions and service complaints
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Sr. Advisor, Technical Support

Concentrix
08.2020 - 10.2022
  • Provided troubleshooting guidance and resources to Tier 1 advisors to resolve customer issues
  • Took ownership of complex customer issues, working with customers and escalating to the engineering team
  • Collected logs and diagnostic reports for escalated issues, communicating with the engineering team to find root causes
  • Initiated reporting of emerging issues to the engineering team
  • Reported complaints/compliments from customers to top-level management
  • Worked at a supervisor/manager level to resolve customer complaints.

Education

Post Graduate Certificate - Business Management (GPA 3.3)

Lambton College
Sarnia, ON
04.2020

Bachelors - Commerce

Calicut University
Kerala, IN
04.2014

Skills

  • Team supervision
  • Experience with Salesforce and SAP
  • Team leadership
  • Analytical problem-solving
  • Issue resolution management
  • Customer engagement strategies

Certification

  • Salesforce Certified Administrator (ADM 201)
  • Salesforce Certified Platform Developer I (ADM 211)
  • Salesforce Admin Certification Course - Udemy (Completed)
  • Salesforce Development Training Certification Course - Udemy (Completed)
  • Salesforce Lightning Web Component Certification Course- Udemy (Inprogress - 60% Completed)

Willing to relocate

Yes

Timeline

Customer Care Supervisor

Urban Barn
11.2023 - Current

Customer Care Advisor

Urban Barn
04.2023 - 10.2023

Customer Service Representative

Urban Barn
01.2023 - 04.2023

Sr. Advisor, Technical Support

Concentrix
08.2020 - 10.2022

Post Graduate Certificate - Business Management (GPA 3.3)

Lambton College

Bachelors - Commerce

Calicut University

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Gokul Sivakumar