Soundarya Raveendran
@soundaryaraveendran
Dedicated customer service representative with extensive CRM expertise.
What I'm looking for
I am a customer service representative with over six years of experience in the IT sector, specializing in providing exceptional support across various business domains, including banking, insurance, and retail. My role at Bapon IT Services Ltd involved managing high-volume customer inquiries through multiple channels, where I successfully resolved 95% of issues on the first contact. My commitment to customer satisfaction is reflected in my 98% satisfaction rating, achieved through active listening and tailored solutions.
In addition to my customer service skills, I have a strong background in training and mentoring new hires, which has improved team efficiency and reduced onboarding time by 20%. I have utilized CRM tools such as Salesforce, Zoho, and Dynamics 365 to track customer interactions and maintain accurate records. My proactive follow-up strategies have increased customer retention by 10%, and I have contributed to process improvements that led to a 25% reduction in repeat complaints. Recognized as 'Employee of the Month' three times, I take pride in my ability to deliver outstanding performance and foster positive customer relationships.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Bapon IT Services Ltd
Jan 2018 - Present (7 years 6 months)
Managed high-volume customer inquiries (phone, email, and live chat) for a leading banking company, resolving 95% of issues on first contact. Achieved a 98% customer satisfaction rating by actively listening, addressing concerns, and providing tailored solutions.
Customer Support Associate
Wipro Technologies
Jan 2016 - Present (9 years 6 months)
Worked on Salesforce for capturing more than 20+ leads in a day. Handled 60+ daily interactions, addressing product inquiries, billing issues, and escalations with professionalism.
Education
Degrees, certifications, and relevant coursework
Alagappa Chettiar College of Engineering & Technology
Bachelor of Engineering, Engineering
Grade: 9.24
Completed a Bachelor of Engineering degree. Achieved a GPA of 9.24.
Holy Cross Girls Higher Secondary School
Twelfth Standard, General Studies
Grade: 95.5
Completed Twelfth Standard education. Achieved a percentage of 95.5.
Infant Jesus Matriculation School
Tenth Standard, General Studies
Grade: 93.8
Completed Tenth Standard education. Achieved a percentage of 93.8.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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