Karthik K N
Dublin
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Tata Consultancy Services
Bangalore
08.2012 - 08.2023
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Monitored staff performance to ensure adherence to customer service standards.
- Developed and implemented strategies for providing excellent customer service experience.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Analyzing complex stored procedures, Packages and Reports like CP performance report, Dial and List summary reports and New Accounts reports.
- Working on technical bug fix and resolution of issues with tight deadlines.
- Working on High severity issues over call with stakeholders, testing team and development team.
- Spotting new areas of development and improvement or re-engineering/automation.
- Collaborating with various teams within TCS and other vendor products for smoothly resolving high visibility/priority issues.
- Maintaining business relationship with clients and resolving customer's service-related critical issues.
- Handling day to day issues encountered in production systems.
- Good at implementation, maintenance, troubleshooting, and management of all customer services.
- Providing daily support to David Jones Customer care professionals with escalated ticket resolution and liaised with business and technical leads.
- Identified root causes of recurring problems to implement effective solutions.
- Handling tickets related to business request and incidents logged by the users. and resolve them within SLA using service now tool.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Appreciated by TCS management by Star of the Month award for designing the solution and executing the requirements within the strict timelines.
Customer Service Manager
Tata Consultancy Services
Bangalore
08.2012 - 08.2023
Education
Bachelor of Science - Mechanical Engineering
UVCE (Bengaluru University)
Bangalore, India06-2012
Skills
- Information Security
- Account Management
- Workflow Management
- Talent Development
- Schedule Coordination
- Service Delivery Optimization
- Call Center Operations
- Training and Mentoring
- Customer Service
- Customer Relationship Management (CRM)
Certification
- ITIL Foundation Certificate
- Agile way of working Foundation
- Integrated Quality Management System(IQMS)
- Digital Banking Foundation
Timeline
Customer Service Manager
Tata Consultancy Services
08.2012 - 08.2023
Customer Service Manager
Tata Consultancy Services
08.2012 - 08.2023
Bachelor of Science - Mechanical Engineering
UVCE (Bengaluru University)
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