Summary
Overview
Work History
Education
Skills
Certification
References
Extracurricular Activities
Awards
Professional Highlights
Timeline
Generic

Kathiravan Natesan

Mississauga,Canada

Summary

Motivated team player with proven ability to excel in fast-paced environments and achieve revenue targets. Demonstrated skills in managing multiple responsibilities effectively in high-volume settings. Quick learner adept at adapting to new challenges and processes. Strong focus on delivering results and contributing to team success. Fluent in both English and French with background as Bilingual Call Center Representative. Experience includes providing customer service, troubleshooting technical issues, and resolving customer complaints efficiently in both languages. Strengths include strong communication skills, ability to multitask under pressure, and commitment to maintaining high customer satisfaction levels. Previous roles have demonstrated the ability to enhance customer experience through clear and empathetic communication.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Lead – Customer Service - Bilingual

Merit Loyalty Group
01.2012 - 06.2025
  • Coordinated with other departments to ensure efficient workflow processes.
  • Provided technical support for customers in resolving complex issues.
  • Analyzed data to identify trends and improve service delivery.
  • Performed quality assurance testing on newly developed software applications.
  • Identified needs of customers promptly and efficiently.

Bilingual – Call Quality Assurance and Monitoring

Travelzest Plc/ iTravel 2000
01.2007 - 03.2011
  • Completed day-to-day duties accurately and efficiently.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Identified needs of customers promptly and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Team Leader / Bilingual Customer Service - Call Center Operation

The Loyalty one Group (AIRMILES)
01.2004 - 01.2007
  • Coordinated training sessions for staff to improve service delivery.
  • Oversaw operational workflows to ensure efficient program execution.
  • Analyzed customer feedback to refine loyalty program offerings.
  • Facilitated communication between departments to align on goals and strategies.

Education

MTA - Tourism Administration

IATA
Montreal, Canada

BA - French Literature

Diploma - System Management

Diploma - French Language

Skills

  • MS Office – Word, Excel, Power point, Windows 7, basic knowledge on UNIX
  • Customer relationship management
  • Data analysis
  • Software testing
  • Quality assurance
  • Loyalty One Customized Tool – Prism, CRM
  • Proficient in Airline CRS – Saber Sonic reservation system, Serve / Soft Voyage, ADS, Amadeus Travel Reservation
  • Problem solving
  • Fluent in multiple languages

Certification

  • TICO certified
  • CSTB certified

References

Available upon request

Extracurricular Activities

Contributed and participated in Community One team, Earth one, Rewards and Recognition team, and helped organize events within the company

Awards

  • Sales Achievement
  • Customer Appreciation Award

Professional Highlights

  • Over 9 years experience as a Bilingual Customer service representative
  • Highly motivated team player, quick learner with the ability to work in a fast paced environment in achieving revenue goals
  • Skilled at managing responsibilities in a high volume atmosphere

Timeline

Lead – Customer Service - Bilingual

Merit Loyalty Group
01.2012 - 06.2025

Bilingual – Call Quality Assurance and Monitoring

Travelzest Plc/ iTravel 2000
01.2007 - 03.2011

Team Leader / Bilingual Customer Service - Call Center Operation

The Loyalty one Group (AIRMILES)
01.2004 - 01.2007

MTA - Tourism Administration

IATA

BA - French Literature

Diploma - System Management

Diploma - French Language

Kathiravan Natesan