Summary
Overview
Work history
Education
Skills
Languages
Timeline
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SREEKANTH S DEV

SREEKANTH S DEV

East Ham,United Kingdom

Summary

Responsible customer service professional, passionate about delivering outstanding quality and service. Offering over 6 years of experience in industry with history of recognition for performance.

Overview

7
7
years of professional experience

Work history

Senior Customer support Executive (Level 4)

RR Donnelley India
Trivandrum
10.2018 - 02.2023
  • Managing the complete life cycle of projects starting from receiving the inputs until sending them as a final output to the client
  • Managing and assigning resources to the projects
  • Monitoring the execution and ensuring that the product is delivered in a timely manner with the highest quality
  • Interacting with the Clients on a continuous basis regarding the specifications of the projects, handling their queries, keeping them updated about the status of the current projects through live chats, emails and phones (Customer Relations)
  • Planning jobs according to their schedule and complexities, ensure systematic distribution of work among the teams, following up on the progress of the projects, and ensure overall coordination of the work between various teams and departments
  • Operate as a vital link between the client and the operations team managing teams of experts to collate work produced by different groups/departments
  • Ensure maintenance of schedule fidelity
  • Input analysis, knowledge of project estimation and sound tracking
  • Analysing the new projects received, understanding the client's requirements
  • Dealing with the client to discuss on the schedule, queries and issues related to the project
  • Tracking of the project, sending Status reports, and holding status calls with clients
  • To deliver the final output to the client with quality and on scheduled time.
  • Maximised customer engagement and satisfaction by delivering excellent customer service.
  • Thrived in fast-paced environment with energy and enthusiasm.
  • Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions.
  • Answered customer requests with friendly, knowledgeable service and support.
  • Delivered exceptional customer service to grow business, resolve issues and maximise customer experience.
  • Managed department schedules to maximise coverage during peak hours.
  • Generated and distributed daily reports and order acknowledgements to appropriate personnel.
  • Trained staff on operating procedures and company services.
  • Filled out daily logs and created weekly reports detailing activities.
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Trained new hires on, processes knowledge and efficient service delivery.

Unit Manager

ICICI Prudential
Pathanamthitta
05.2017 - 05.2018
  • Financial planning for the clients
  • Sales and marketing of insurance products
  • Recruiting and coaching insurance advisors
  • Conducting marketing and sales campaigns
  • Attending customer and advisor calls
  • Investments canvassing
  • Customer servicing, achieving sales targets and other parameters such as persistency and advisor recruitment
  • Sreenilayam, Pathirickal,
  • Pathanapuram
  • Kollam, Kerala 689695 (+91) 9539668404 sreekanthsdev@gmail.com linkedin.com/SreekanthSDev

Maharashtra— Consultant, Service Delivery

Sutherland Global Services
Mumbai
02.2016 - 04.2017
  • Providing client support for AT&T INC, USA
  • Managing customer orders and rectifying the errors
  • Handling the queries of the consultants from other departments worldwide
  • Resolving the issues on orders
  • Support for customer's order related issues
  • Informing and negotiating the delivery dates to the clients
  • Interacting with different customers and interdepartmental agents worldwide to get the issues fixed
  • Monitoring orders until the final delivery.

Education

Bachelor's Degree - Commerce

Kerala University

Diploma of Higher Education - Software

NIIT
Kerala

Skills

  • Project Management
  • Effective Communication
  • Organisational Skills
  • Mentoring and Coaching
  • Operations Management
  • Escalations Management
  • Advanced customer support
  • Senior leadership support
  • Team leadership
  • Decision-making
  • Staff training
  • Administrative management Reporting
  • Tech troubleshooting
  • Product recommendations and upselling
  • Post-sales support
  • Team player
  • Exceptional customer service
  • Excellent communicator

Languages

Malayalam
Native language
English
Proficient
C2
Hindi
Proficient
C2
Tamil
Upper Intermediate
B2
Malayalam
Native

Timeline

Senior Customer support Executive (Level 4)

RR Donnelley India
10.2018 - 02.2023

Unit Manager

ICICI Prudential
05.2017 - 05.2018

Maharashtra— Consultant, Service Delivery

Sutherland Global Services
02.2016 - 04.2017

Bachelor's Degree - Commerce

Kerala University

Diploma of Higher Education - Software

NIIT

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SREEKANTH S DEV