Sharon Kuriachan
Woodbridge,ON
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
TTEC
06.2022 - 05.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Proven experience providing customer support in busy call center environments, with exceptional multitasking skills
- An unwavering commitment to customer service, with ability to create productive relationships, resolve complex issues and win customer loyalty.
- Received 90% or above customer satisfaction rating throughout the years.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Customer Care Professional
Reliance Jio
11.2019 - 04.2022
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained and managed customer files and databases.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Investigated and resolved customer inquiries and complaints quickly.
L2 Desktop Support Engineer
Tech Mahindra
08.2015 - 10.2019
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Handling Support Tickets(Incident and service request) related to IFA Application designed for the Production phase of Automobile manufacturing process.
- Using UNIX commands to search data.
- Experience in training and mentoring juniors, Handled offshore team.
- Performed multitasking effectively and prioritizing tasks based on urgency and impact on users or the organization.
Education
MBA - Information System Management
Sikkim Manipal University
Pune , Maharashtra09.2018
Bachelor of Science - Physics
MG University
Kerala, India03.2015
Skills
- 10-Key
- Typing Proficiency
- Data Evaluation
- Customer Service
- Microsoft Word
- Quality Assurance Controls
- Call Center Operations
- Prioritization
- Team Development
Timeline
Customer Service Representative
TTEC
06.2022 - 05.2023
Customer Care Professional
Reliance Jio
11.2019 - 04.2022
L2 Desktop Support Engineer
Tech Mahindra
08.2015 - 10.2019
MBA - Information System Management
Sikkim Manipal University
Bachelor of Science - Physics
MG University
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