Neil Dominic O'Brien
@neildominicobrien
Customer service leader delivering exceptional chat/email support, training, and operational improvements.
IndiaWhat I'm looking for
I am a results-driven customer service professional with 10 years of experience in chat and email support, team handling, and people management. I have been recognized with awards such as the Rising Star Award at First Advantage and Best for Customer Satisfaction at CSS Corp, and I rapidly progressed at Genpact due to strong performance.
My strengths include subject matter expertise, quality audits, virtual training, process improvement, and hands-on technical support for devices like Alexa and Fire TV. I am passionate about driving customer satisfaction and operational excellence and seek roles where I can contribute, coach teams, and scale service efficiency.
Experience
Work history, roles, and key accomplishments
AMProvided chat and email support for Amazon devices, handled escalations, and delivered product price information while adapting schedules to meet seasonal demand and improving service using customer feedback.
GEDelivered communication, product and process training, conducted quality audits, and certified trainers in iSpeak/iChat/iWrite while developing training materials and alternative instructional methods.
CCSenior Application Engineer
CSS Corp
Feb 2016 - Nov 2017 (1 year 9 months)
Handled inbound/outbound technical support calls (US/UK/CA), acted as acting SME for trainees, analyzed VOC, and was promoted rapidly for performance improvements in call handling and customer feedback.
Verification Specialist
First Advantage
Aug 2014 - Oct 2015 (1 year 2 months)
Conducted outbound verification calls for DOT and non-DOT results, processed high-volume call queues (approx. 150 calls/day), mentored new trainees, and received the Rising Star award for top results.
Education
Degrees, certifications, and relevant coursework
St. Joseph's College of Arts & Science (Autonomous)
Bachelor of Arts, English Literature
2011 - 2014
Completed a Bachelor of Arts in English Literature, focusing on literary studies and communication skills.
Velankanni Matriculation Higher Secondary School
Higher Secondary Certificate, Accounts and Commerce
Completed Higher Secondary Certificate with a focus on Accounts and Commerce.
St. Patrick Matriculation And Higher Secondary School
SSLC, General Secondary Education
Completed Secondary School Leaving Certificate (SSLC).
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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