NANDANA SHYAM RATHAN NAIR
Regina
Summary
Dedicated and results-driven Client Care Administrator with over 4 of experience in delivering exceptional administrative support and customer service in client-focused environments. Expertise in managing client inquiries, coordinating communication, and ensuring the timely resolution of issues. Proficient in utilizing CRM systems and office software to streamline processes and maintain accurate records. Recognized for strong organizational skills, attention to detail, and the ability to foster positive client relationships ,determined mentality in helping others . Committed to enhancing the overall client experience and supporting team objectives through effective collaboration and proactive problem-solving.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Foundever
10.2024 - Current
- Delivered exceptional customer service by assisting clients with inquiries, troubleshooting issues, and providing information on products and services.
- Managed a 100+ inbound calls, emails, and live chats, ensuring timely and accurate responses.
- Demonstrated strong product knowledge to effectively guide customers through technical issues and resolve complaints.
- Utilized customer service software and CRM tools to document interactions and track issues to resolution.
- Collaborated with internal teams, such as sales and technical support, to ensure seamless service delivery.
- 100 % customer satisfaction and investigating issues efficiently with proper follow ups
- Exhibiting professionalism and empathy towards the customers
Call Center Representative
Campaign Support
09.2024 - 10.2024
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Provided switchboard services by receiving, transferring, and referring calls to the appropriate departments
- Handle an average of 90 inbound calls per day, addressing inquiries, resolving issues, and providing and gathering information to ensure customer satisfaction.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Accurately document customer interactions and maintain records in the CRM system ensuring all information is up to date for future reference.
Client Care Specialist
GTR Immigration
06.2024 - 10.2024
- Conduct detailed consultations with clients , gathered all the information's and provided guidance on application processes and eligibility requirements.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.'
- Manage a portfolio of client cases, ensuring all documentation is complete and submitted accurately within deadlines.
- Generate regular reports on client interactions and service metrics, providing insights to management for continuous improvement.
- Work closely with legal teams and other departments to ensure comprehensive support for clients throughout their journey.
- Reviewed and verified policies, records, and applications for accuracy, completeness, and retention, ensuring compliance with established criteria and supporting seamless document processing.
- Grouped and organized documents for future processing, maintaining up-to-date associated records and logs to improve accessibility and record integrity.
- Utilized CRM systems (Zoho) to track client interactions, case progress, and follow-up actions, ensuring accurate records.
Customer Service Representative
Panasonic
04.2024 - 04.2024
- Assisted customers with product inquiries and purchases
- Generated and processed invoices accurately and promptly for customer orders, ensuring all billing details were correct and aligned with company policies.
- Handled customer complaints professionally, ensuring quick resolution and maintaining customer satisfaction
- Ensured compliance with company policies and standards in all invoicing processes, contributing to efficient and transparent billing practices.
- Delivered prompt service to prioritize customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
E-COMMERCE ADMIN
Vyno
09.2023 - 02.2024
- Serve as the primary point of contact for clients, addressing inquiries and resolving issues via phone, email, and live chat, achieving a 99% customer satisfaction rate
- Led a team of 5 associates, coordinating daily tasks, providing training, and ensuring high productivity
- Handle escalated issues and complaints, utilizing strong problem-solving skills to achieve satisfactory outcomes and retain customer loyalty.
- Generated reports on client interactions and satisfaction metrics to inform management decisions and service improvements.
Education
POST-DEGREE DIPLOMA - GLOBAL HOSPITALITY MANAGEMENT
Conestoga College Institute of Technology And Advanced Learning
Waterloo, ON08.2023
POST-DEGREE DIPLOMA - GLOBAL BUSINESS MANAGEMENT
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON08.2023
MASTERS IN COMMERCE - COMMERCE AND BUSINESS ADMINISTRATION
Kerala University
01.2021
Skills
- Diligent and Productive
- Empathy and patience
- Work Ethics
- Problem-Solving
- Client service excellence
- Communication skills
- Time management
- Adaptability
- Attention to details
- Teamwork and Collaboration
- Document and Records Management
Technical skills
- Microsoft Suite , Excel ,Outlook , Word etc ..
- Genesys Cloud
- Maestro
- Citrix Workspace
- Zoho,Five9, Sales force.
Certification
- Google Professional Workspace Administrator Professional Certificate
- Client Needs and Software Requirements
- Food Safety
Accomplishments
- Awarded 'Employee of the Month' in 2023
- Awarded 'Best Performer of the Month' in 2023
- Awarded 'Best Employee of the Year' in 2021
Languages
English
Full Professional
Hindi
Professional Working
Timeline
Customer Service Representative
Foundever
10.2024 - Current
Call Center Representative
Campaign Support
09.2024 - 10.2024
Client Care Specialist
GTR Immigration
06.2024 - 10.2024
Customer Service Representative
Panasonic
04.2024 - 04.2024
E-COMMERCE ADMIN
Vyno
09.2023 - 02.2024
MASTERS IN COMMERCE - COMMERCE AND BUSINESS ADMINISTRATION
Kerala University
POST-DEGREE DIPLOMA - GLOBAL HOSPITALITY MANAGEMENT
Conestoga College Institute of Technology And Advanced Learning
POST-DEGREE DIPLOMA - GLOBAL BUSINESS MANAGEMENT
Conestoga College Institute of Technology And Advanced Learning
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