Abinaya Ramasamy - Customer advisor - Capita

Summary

Dedicated professional with expertise in customer service excellence, conflict resolution, and performance metrics. Demonstrates strong communication skills and problem-solving abilities to effectively manage complex customer inquiries and enhance satisfaction. Proficient in e-commerce platforms, particularly eBay, with a solid understanding of account management and marketplace policies. Utilises technical proficiency in Microsoft Office Suite, Salesforce, and ServiceNow to streamline processes and improve team collaboration. Adaptable to fast-paced environments, consistently achieving KPIs while fostering trust and rapport with customers.

Overview

1

year of professional experience

2017

years of post-secondary education

1

Certification

Work history

Customer advisor

Capita

Dublin, Ireland

2025.02 - Current

Managed large volumes of incoming calls for efficient customer service operations.
Handled returns and exchanges diligently minimising dissatisfaction amongst clientele.
Developed rapport with customers for improved loyalty and repeat business.
Stayed updated on company policies, enabling accurate information dissemination to customers.
Collaborated closely with colleagues to resolve complex customer issues swiftly.
Resolved customer complaints effectively, maintaining brand reputation.
Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
Recorded and processed customer data accurately.
Maintained up-to-date product and service knowledge by attending regular training opportunities.
Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
Handled phone, email and social media enquiries with consistent customer service across multiple channels.
Answered customer telephone calls promptly and improved on-hold wait times.

Customer Support Specialist

Abtran

Dublin

2024.09 - 2024.11

Delivered exceptional customer service through phone support, resolving inquiries about account restrictions and ensuring compliance with platform policies.
Utilized problem-solving skills to analyze account trends and take necessary actions to align sellers with e-commerce standards.
Supported customer retention by addressing concerns effectively and providing tailored resolutions.
Exceeded satisfaction and quality targets through active listening, empathy, and clear communication.

Education

Master of Business Administration (MBA) - Sales & Marketing

Annamalai University

Tamil Nadu, India

Bachelor’s Degree - Computer Science

University of Madras

Tamil Nadu, India

Skills

Customer Service Excellence: Skilled in handling challenging customer inquiries with empathy, professionalism, and efficiency
Conflict Resolution: Proven ability to de-escalate conflicts, negotiate outcomes, and build trust with customers
Performance Metrics: Consistently met or exceeded KPIs, including resolution time, customer satisfaction, and quality scores
Communication: Strong verbal and written communication skills to explain complex issues clearly and build rapport with customers
Problem Solving: Analytical mindset to assess account activity, identify patterns, and provide tailored solutions to prevent losses
E-commerce Understanding: Familiar with eBay’s platform as a buyer and seller, with knowledge of account management and marketplace policies

Technical Proficiency: Adept at using Microsoft Office tools (Word, Excel, Outlook), CRM platforms (ServiceNow, Salesforce), and online research tools
Team Collaboration: Experienced in working with cross-functional teams to address customer concerns and improve processes
Adaptability: Comfortable working in a fast-paced, target-driven environment with a flexible schedule
Software Tools: Microsoft Office Suite (Word, Excel, Outlook), Salesforce, ServiceNow
Technical Proficiency: Basic understanding of account restrictions, fraud prevention, and online payment systems

Certification

Salesforce Certified Administrator
Microsoft Certified: Azure Fundamentals
AWS Certified Solutions Architect – Associate

Languages

English: Fluent (written and spoken)

Tamil: Native

Additional information

Work Authorization: Eligible to work full-time in Ireland
Availability: Open to shift work, including early mornings, late evenings, and weekends.
Location: Based in Dublin, with flexibility to travel as required

Timeline