KEERTHI PRASAD
Brampton,ON
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
11
11
years of professional experience
1
1
Certification
Work History
SENIOR CUSTOMER SERVICE ASSOCIATE
Allianz Insurance
06.2023 - Current
- Manage and respond to service inquiries via inbound phone calls
- Proactively identify issues and recommend creative solutions that produce favourable outcomes for the client, the department, and the company
- Assist with escalated customer issues that may include investigation and recovery recommendations
- Navigate systems and tools like MIDAS to demonstrate business knowledge to meet customers’ needs
- Build sustainable relationships and trust with customer through open and interactive communication
- Keep records of customer interactions, process customer membership details
- Follow communication procedures, guidelines and policies
- Participate in ongoing training programs or on-the-job development to further learn the business, products, and customers as appropriate.
BUSINESS DEVELOPMENT MANAGER(SALES)
WAY.COM PVT LTD
05.2022 - 04.2023
- Contacting potential clients to establish rapport and arrange meetings
- Planning and overseeing new marketing initiatives
- Researching organizations and individuals to find new opportunities
- Increasing the value of current customers while attracting new ones
- Finding and developing new markets and improving sales
- Provide feedback and after-sales support
- Prepare sales contracts ensuring adherence to law-established rules and guidelines.
TEAM LEAD(SALES)
ASIAN STUDY CENTRE
08.2020 - 05.2022
- Leading and managing a team of 12+ Admission Officers
- Proactively ensure smooth team operations and effective collaboration
- Evaluate performance and skills of team and provide inputs via on-the-job coaching, training etc
- Conduct daily, Monthly Review meeting with team to review performance
- Carry out on job trainings with Admission officers to improve Execution skills on the job
- Track, Compliance and other productivity Metrics of the team and provide inputs to improve the same
- Support management in the hiring process and team training
- Resolve any issues or conflicts within the team
- Create a healthy and motivating work environment and atmosphere
- Communicate deadlines and sales goals to team members
- Develops strategies to promote team member adherence to company regulations and performance goals
- Work with the management to drive further optimisation of metrics, consistently working on improvements in quality, conversion, talk time and process adherence
- Make sure that the sales representatives are meeting and exceeding their targets
- Working with data to constantly increase output from the team
- Achieve weekly/monthly/quarterly/yearly targets
- Prepare sales report.
IELTS TRAINER
EUROVIEW CONSULTANTS
03.2019 - 04.2020
- Training IELTS Students to acquire the desired score
- Checking notes and assignments
- One to one session to understand student’s progress
- Conduct weekly mock test
- Organise extra sessions to troubleshoot the issues
- Provide regular feedback.
EMPLOYEE RELATION CO-ORDINATOR
SAUDI READYMIX CONCRETE COMPANY LTD
03.2013 - 04.2016
- Acting as one stop interface between employee and company’s internal departments in order to make sure that the employee-issues are acknowledged and solved through calls mail and applications
- Provide details to the enquiries coming from employees such as pay slip, financial statement, vacation details etc
- Verify the details of the employees and activate the Employee self-service Portal account which is using to check their pay slip, time sheet and also to send requests like vacation, loan, to register complaints personally
- Provide the login details of Employee Self-service Portal based on their request if they lose or forget the details
- Help to clear the technical problems occur in Employee Self-service Portal based on the requests from the employees by coordinating internally with IT
- Verify the job information details of the employees if they request to change in Employee self-service by contacting their direct managers.
Education
MBA- FINANCE & MARKETING -
T.K.M INSTITUTE OF MANAGEMENT
01.2009
B.SC. MATHEMATICS -
S.N COLLEGE
01.2009
Skills
- Customer Service
- Business Development
- Customer Relations
- Conflict Resolution
- Interpersonal communications
- Email Etiquette
- Telephone Etiquette
- CRM Software
- Payment Processing
- Quality Assurance
- Database Management
- Teamwork and Collaboration
- Computer Skills
- Work Prioritization
- Sales and Upselling
- Staff education and training
Certification
- Business Development: Strategic Planning certified by LinkedIn
- Customer Service: Call Control Strategies certified by LinkedIn
- Developing Business Partnerships certified by LinkedIn
- How to be and Inclusive Leader certified by LinkedIn
- Sales Strategies and Approached in a New World of selling certified by LinkedIn
- Sales: Closing Strategies certified by LinkedIn
- The Art of Leadership certified by LinkedIn
Hobbies and Interests
- Listening to Music
- Watch Movies
- Playing Indoor games
Languages
English
Native or Bilingual
Malayalam
Native or Bilingual
Timeline
SENIOR CUSTOMER SERVICE ASSOCIATE
Allianz Insurance
06.2023 - Current
BUSINESS DEVELOPMENT MANAGER(SALES)
WAY.COM PVT LTD
05.2022 - 04.2023
TEAM LEAD(SALES)
ASIAN STUDY CENTRE
08.2020 - 05.2022
IELTS TRAINER
EUROVIEW CONSULTANTS
03.2019 - 04.2020
EMPLOYEE RELATION CO-ORDINATOR
SAUDI READYMIX CONCRETE COMPANY LTD
03.2013 - 04.2016
MBA- FINANCE & MARKETING -
T.K.M INSTITUTE OF MANAGEMENT
B.SC. MATHEMATICS -
S.N COLLEGE