Summary
Overview
Work History
Education
Skills
Languages
Certification
Reading ,Swimming ,
Timeline
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Shino Paul

Shino Paul

Summary

Experience as Customer Service Supervisor bringing 11 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Also, it's my privilege to participate FIFA World Cup 2023 Qatar Service volunteer with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor

Greenbay Trading And Services
06.2016 - 08.2023
  • Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Assisted call-in customers with questions and orders.
  • Communicated with clients regarding account services, statements, and balances.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Evaluated staff performance and provided feedback to improve customer service delivery.

Customer Service Executive

EastTown Service
09.2011 - 05.2016
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.

Restaurants Supervisor

Qatar Star Service
06.2007 - 11.2009
  • Skilled at working independently and collaboratively in a team environment
  • Self-motivated, with a strong sense of personal responsibility
  • Proven ability to learn quickly and adapt to new situations
  • Worked well in a team setting, providing support and guidance
  • Managed time efficiently in order to complete all tasks within deadlines
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Worked flexible hours across night, weekend and holiday shifts.

Captain Waiter

Taj Mahal Palace Hotel
03.2001 - 08.2002
  • Showed high-level understanding of fine dining standards and practices
  • Coordinated foodservice operations between kitchen staff and dining room servers
  • Completed restaurant opening and closing functions that included POS report generation
  • Trained and managed dining room staff with diverse service backgrounds
  • Monitored dining areas' cleanliness and safety and quickly addressed emerging issues.

Education

Diploma In Hotel Management - Hotel Management

Continental Institute of Hotel Management
06.2000

Diploma In Computer Application (DCA) -

Sree Shankaracharya Computer Centre
02.1999

Pre Degree -

Chinmaya Mission College
07.1997

Higher Secondary -

Government Higher Secondary School
03.1996

Skills

  • Team Development
  • Policy Enforcement
  • Records Management
  • Complaint Resolution
  • Continuous Improvement
  • Time Management
  • Call Center Operations
  • Handling Escalations
  • Leading Team Meetings
  • Problem-Solving
  • Team Building and Leadership
  • Issue Resolution
  • Decision-Making
  • Report Generation
  • Workflow Management
  • Delegating Work
  • Time Tracking
  • Training and Mentoring

Languages

Malayalam
Malayalam
Malayalam
Malayalam
Malayalam
Malayalam

Certification

Successfully participated in Volunteer,FIFA -Qatar 2023

  • Successfully completed Spearhead Training Creative Problem solving and Decision-making
  • Best Employee award received from our director Greenbay Trading and Services

Reading ,Swimming ,

My Interests and Hobbies During my free time and I am deeply interested in swimming

Timeline

Customer Service Supervisor

Greenbay Trading And Services
06.2016 - 08.2023

Customer Service Executive

EastTown Service
09.2011 - 05.2016

Restaurants Supervisor

Qatar Star Service
06.2007 - 11.2009

Captain Waiter

Taj Mahal Palace Hotel
03.2001 - 08.2002

Diploma In Hotel Management - Hotel Management

Continental Institute of Hotel Management

Diploma In Computer Application (DCA) -

Sree Shankaracharya Computer Centre

Pre Degree -

Chinmaya Mission College

Higher Secondary -

Government Higher Secondary School

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Shino Paul