SUBASCHANDRABOSE THANANjEYAN
Surrey
Summary
Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist
Best Buy
06.2024 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
Head Of Operations - Cx Services & Cx Experience & Shared Services
Future Ceylon
04.2023 - 05.2024
- Collaborated with executive leadership on strategic planning initiatives to drive business growth.
- Implemented data-driven decision-making processes, leveraging analytics to optimize operations.
- Streamlined operational processes by identifying inefficiencies and implementing best practices.
- Improved overall productivity with the introduction of innovative process improvement initiatives.
- Led cross-functional teams to achieve company goals, fostering collaboration and communication.
- Spearheaded continuous improvement projects, resulting in enhanced business performance.
- Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
- Facilitated change management efforts, guiding teams through periods of transition and growth.
Senior Operations Manager
Future Ceylon
09.2022 - 04.2023
- Oversaw workforce management planning, volume predictions and capacity planning.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Provided leadership for continual management and employee training initiatives.
Customer Relations Manager
Sumathi Holdings
01.2022 - 09.2022
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Liaised between customers and organization with particular focus on working with sales department.
- Managed customer relations on ongoing basis to maximize customer retention.
Manager Operations
Scicom Lanka Pvt Ltd
01.2020 - 01.2022
- Simultaneously Managed The Contact Center Of Call Centers For Building Maintenance & Cleaning Services Hospitality , Banking , Telecom, FMCG , Gaming , Transportation , Automotive With Over 120 Employees From Different Social And Cultural Backgrounds
- Converted Call Centers to Contact Centers By Extending The Channels Of Service Provision To Outbound, Chat, Social Media, And Back Office Functions
- Converted Call Center Perception of Being A Cost Center To A Revenue Generating Center
- Generated Leads and Prospect Sales through Cross-Selling, Up-Selling and Tele-Sales Activities to Achieve Over 100% Cost Recovery on the Center
- Overlooked L&D, QA & Ce And MS Departments Assigned To The Specific Operations Managed
Assistant Manager Operations
Scicom Lanka Pvt Ltd
01.2019 - 01.2020
- Acting Manager – Operations for the contact center of Banking, Telecom, Transportation & Automotive & Maintenance Services
- Managed daily staff scheduling, ensuring optimal coverage during peak hours while minimizing labor costs.
- Handled escalated customer complaints effectively by resolving issues while maintaining strong client relationships throughout the process.
Specialist Learning & Development
Scicom Lanka Pvt Ltd
01.2018 - 01.2019
- Create and execute learning strategies and programs, Evaluate individual and organizational development needs
- Implement various learning methods companywide (e.g
- Coaching, job-shadowing, online training).Design and deliver e-learning courses, workshops, and other trainings, Help managers develop their team members through career pathing
Operations Analyst
Scicom MSC
01.2017 - 01.2018
- Monitoring inbound/outbound email, live chat, phone, and email for Premier Standard
- Monitoring daily backlog open cases for Premier/part delay - Communication with planner and Logistic to expedite long ETA, Rebalance chance, express shipment
- Created custom reports and visualizations to support decision-making processes.
Quality Assurance & Customer Experience
Scicom MSC
01.2017 - 01.2018
- Evaluated accuracy of existing quality assurance measurement techniques, implementing improvements to increase efficacy and reduce errors.
- Played a key role in new product launches by conducting thorough risk assessments and failure mode analysis, minimizing potential issues during production rollouts.
- Conducted regular audits to identify areas of improvement, leading to increased customer satisfaction levels.
Specialist Operations
Scicom Lanka Pvt Ltd
01.2016 - 01.2017
- Balancing, Check Deposits, Returned Deposit Items, Credit/Debit Card, Wire, and other payment activities
- Providing guidance to client facing support team
- Serving as escalation point-of-contact for resolving payment issues.
Customer Service Executive
Scicom Lanka Pvt Ltd
01.2015 - 01.2016
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
Education
PGD - Level 7 Strategic Management
OTHM
01.2022
Foundation Certificate - Business Analysis
Esoft Metro Campus
01.2021
GCE O/L - undefined
Royal College
01.2007
Skills
- Operations Management
- KPI reporting
- Strategic Planning
- Business Planning
- Workforce Planning
- Employee Coaching
- Transportation Management
- Standard Operating Procedures
- Staff hiring
- Customer Relations
- Team Leadership
- Relationship Building
- Business Leadership
- Feedback delivery
- Call evaluation
- Customer service
- Management
- Call monitoring
Languages
English - Native or Bilingual
Timeline
Customer Service Specialist
Best Buy
06.2024 - Current
Head Of Operations - Cx Services & Cx Experience & Shared Services
Future Ceylon
04.2023 - 05.2024
Senior Operations Manager
Future Ceylon
09.2022 - 04.2023
Customer Relations Manager
Sumathi Holdings
01.2022 - 09.2022
Manager Operations
Scicom Lanka Pvt Ltd
01.2020 - 01.2022
Assistant Manager Operations
Scicom Lanka Pvt Ltd
01.2019 - 01.2020
Specialist Learning & Development
Scicom Lanka Pvt Ltd
01.2018 - 01.2019
Operations Analyst
Scicom MSC
01.2017 - 01.2018
Quality Assurance & Customer Experience
Scicom MSC
01.2017 - 01.2018
Specialist Operations
Scicom Lanka Pvt Ltd
01.2016 - 01.2017
Customer Service Executive
Scicom Lanka Pvt Ltd
01.2015 - 01.2016
Foundation Certificate - Business Analysis
Esoft Metro Campus
GCE O/L - undefined
Royal College
PGD - Level 7 Strategic Management
OTHM
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