Prashant Menon Orikalapat
Sault Ste. Marie,ON
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
11
11
years of professional experience
Work History
Customer Care Representative
Randstad Canada
08.2023 - 02.2024
- Educated clients on healthcare, pension plans, and retiree benefits
- Assisted with cost estimates, bill reviews, and medical coverage details
- Explained deductibles, co-insurance, and co-payments to clients
- Processed annual enrollment of benefits for newly hired, active employees, and retirees
- Provided information about COBRA and Medicare eligibility.
Customer Interaction Center Representative
Al Tayer Group
05.2021 - 05.2023
- Scheduled after-sale service appointments for various luxury car brands
- Coordinated maintenance appointments and arranged replacement vehicles and pick-up services for clients
- Registered and escalated inbound complaints for resolution
- Provided technical support for mobile applications
- Sold service contract warranties for Ford and Jaguar vehicles.
Process Analyst
IRIS Health Services
12.2017 - 02.2021
- Promoted from Call Centre Agent to Shift Supervisor within one year
- Managed and led the Process Analyst team to achieve goals
- Conducted quality analysis audits for the call center
- Trained new staff on soft skills, call handling, and processing
- Built and maintained strong relationships with clients, brokers, insurance companies, and providers
- Managed process and team, performed quality checks, and introduced new ideas to achieve results
- Handled reimbursement claims and coordinated surgery and medicine approvals
- Acted as a point of contact for client and broker concerns, available on call and WhatsApp after hours and weekends.
Customer Service Representative
Dubai Telecom
10.2015 - 08.2017
- Handled high volumes of incoming calls, providing exceptional support for a wide range of customer issues.
- Assisted customers with service activation, plan changes, and account updates
- Use call-tracking systems to log all inquiries and document interactions.
- Achieved team and floor CSAT and AHT targets
- Directed customers to appropriate departments based on service availability
- Ensured high customer satisfaction.
Junior Associate
XM Software Solutions Pvt Ltd
06.2013 - 08.2015
- Provided comprehensive customer service through phone calls, live chat, and email, addressing inquiries about remittance services, currency exchange rates, and other financial products
- Resolved customer issues efficiently across multiple communication channels, ensuring high levels of satisfaction and retention
- Assisted customers with processing money transfers and foreign currency exchanges via call, chat, and email, maintaining accuracy and compliance with company policies
- Informed customers about new products, services, and promotional offers through all communication channels, contributing to increased sales and customer engagement
- Ensured all transactions complied with AML (Anti-Money Laundering) regulations and other regulatory requirements, performing necessary verifications and documentation checks
- Navigated multiple computer systems and applications simultaneously to provide efficient and accurate customer service through various channels
- Coordinated with team members and supervisors to achieve departmental goals, improve service quality, and share best practices for handling inquiries via call, chat, and email.
Education
Bachelor's degree - Electrical and Electronics Engineering
Anna University Chennai
01.2012
Skills
- Customer Service
- Inbound Customer Service
- Data Entry
- Problem Resolution
- Complaint Handling
- MS Office
- 40 wpm Typing Speed
- Sales expertise
Languages
English
Full Professional
Hindi
Native or Bilingual
Availability
FULL TIME
Timeline
Customer Care Representative
Randstad Canada
08.2023 - 02.2024
Customer Interaction Center Representative
Al Tayer Group
05.2021 - 05.2023
Process Analyst
IRIS Health Services
12.2017 - 02.2021
Customer Service Representative
Dubai Telecom
10.2015 - 08.2017
Junior Associate
XM Software Solutions Pvt Ltd
06.2013 - 08.2015
Bachelor's degree - Electrical and Electronics Engineering
Anna University Chennai
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