Ushavalli Navaratnaraja
Kitchener,ON
Summary
Enthusiastic Senior Customer Service Representative with more than 8+ years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Representative
UnitedHealth Group
12.2018 - 07.2024
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over phone to answer questions and address complaints.
- Cross-trained and provided backup support for organizational leadership.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Seaton Corp.
07.2014 - 08.2018
- Responded to customer requests for products, services, and company information.
- Identified and resolved discrepancies and errors in customer accounts.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Science - Computer Applications
DR.GRD College of Science
Coimbatore, India05-2011
Skills
- Representative training
- Escalation management
- Email management
- Call center experience
- Troubleshooting
- Customer support
- Help Desk support
- Live chat support
- Policy improvement
- Documentation review
- Database maintenance
- Project Management
- Technical support
Accomplishments
- Achieved a significant increase in customer satisfaction by effectively helping with resolving customer inquiries promptly.
- Supervised team of seven staff members.
- Resolved product issue through consumer testing.
Languages
English
Full Professional
Timeline
Senior Customer Service Representative
UnitedHealth Group
12.2018 - 07.2024
Customer Service Representative
Seaton Corp.
07.2014 - 08.2018
Bachelor of Science - Computer Applications
DR.GRD College of Science
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