Summary
Overview
Work history
Education
Skills
Languages
Custom
Affiliations
Accomplishments
Timeline
Generic

Sangeetha Deenadayalan

Edinburgh

Summary

Dedicated professional with expertise in outstanding customer service and order processing, complemented by strong computer skills. Proficient in active listening, live chat support, and complaint handling, ensuring efficient query resolution and problem-solving. Skilled in cash and card processing, time keeping and planning, with a solid understanding of GDPR compliance.


Committed to advancing career goals through continuous improvement and excellence in service operations.

Overview

7
7
years of professional experience
3
3
years of post-secondary education

Work history

Customer service representative

Diligenta
Edinburgh, United Kingdom
10.2024 - Current
  • Listened actively to offer accurate information and the best solution to their needs.
  • Assist callers with their account-related queries regarding their stock and shares.
  • Explaining the procedure of investment and withdrawal.
  • Assisting Vulnerable callers with extra care.
  • Treat each customer with respect and assist them with their needs.
  • Find the right department for further help and explain in detail to them before transferring the call.
  • Developed strong relationships with customers, fostering brand loyalty and repeat business.
  • Assisted customers in making informed decisions by providing detailed product information.
  • Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
  • Managed a high volume of inbound calls for the quick resolution of customer issues.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Tried to address customer complaints by providing suitable solutions to ensure positive outcomes or resolve issues without escalation.
  • Recorded information about inquiries and complaints within the internal database.

Customer service representative

H&M
Edinburgh
01.2022 - 09.2025
  • 2+ years of experience in handling customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Achieved >95% KPI score every half year for the past 2 years.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Listened actively to offer accurate information and the best solution to their needs.
  • Assisted customers with product complaints and logging incidents for investigation.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing needs and resolving customer concerns.
  • Made outbound calls to resolve issues or answer customer queries at first contact.
  • Participated in team meetings, sharing best practices for improving service delivery.

Mail sorter

Royal Mail Group
Edinburgh
01.2019 - 01.2022
  • Hand-sorted letters and small parcels, placing in postal trays for distribution.
  • Sorted and differentiated types of packages.
  • Remained calm and poised during busy, stressful and high volume work periods.
  • Focused and sorting fragile things carefully.

Education

Bachelor - Computer science

MADRAS UNIVERSITY
Chennai, Tamilnadu, India
06.2004 - 04.2007

Skills

  • Outstanding Customer service
  • Good computer skills
  • Telephone skills
  • Active listening
  • Live chat support
  • Complaint handling
  • Cash and card processing
  • Problem solving
  • Query resolution
  • Genysys cloud
  • Time keeping and planning
  • Data entry proficiency

Languages

English
Tamil
Telugu
Malayalam
Hindi

Custom

  • Painting
  • Making Jewelries
  • Sewing
  • Knitting
  • Baking

Affiliations

  • Crafts: sewing,Knitting Making Jewellery
  • Garland making
  • Gardening

Accomplishments

    I successfully achieved the best chat handling time while receiving positive feedback from customers. Additionally, I managed over 470 emails per month, maintaining an impressive handling time.

Timeline

Customer service representative

Diligenta
10.2024 - Current

Customer service representative

H&M
01.2022 - 09.2025

Mail sorter

Royal Mail Group
01.2019 - 01.2022

Bachelor - Computer science

MADRAS UNIVERSITY
06.2004 - 04.2007

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Sangeetha Deenadayalan