Barathiy Kannathasan
Customer Service Executive
NIBONG TEBAL
Summary
Adept at enhancing customer experiences and streamlining visa processes, I leveraged my problem-solving abilities and effective communication skills at Teleperformance and Foshwa Lanka to significantly improve service quality and efficiency. My expertise in CRM software and adaptability led to a notable increase in customer satisfaction and retention, showcasing my commitment to excellence and team collaboration.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
4
4
Languages
Work History
Customer Service Executive
Teleperformance
12.2023 - Current
- Supporting the luxurious car brand project Mercedes Benz
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
Content Moderator
Bytedance
04.2020 - 11.2023
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Reduced response time for content review, ensuring a safer online environment for users.
- Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.
- Strengthened team efficiency by training new moderators on best practices, guidelines, and workflow processes.
- Proactively identified areas requiring policy updates or clarifications, reducing the occurrence of inconsistencies in content moderation decisions.
- Continuously sought personal development opportunities to stay informed about industry trends and emerging challenges related to content moderation and online safety.
- Maximized operational efficiency within the moderation team via regular refinement of workflows and task distribution strategies based on performance analytics insights acquired over time.
- Drove accuracy of content through careful proofreading and fact-checking.
- Selected relevant images to accompany content for maximum impact.
Customer Service Lead
Atlas Air
10.2018 - 04.2020
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Reviewed associate performance to identify training needs.
- Greeted customers and listened closely to problems described to determine solutions.
- To do reservations for the flight crew, captain for their stay in the country they were flying to. Shift in US time.
- To do training based on the updates from each hotel from various countries. Coordinate and manage the scheduling of customer service representatives (CSRs) to ensure adequate coverage during peak call times.
- Monitor attendance and handle scheduling adjustments, such as shift changes or break schedules. Work with HR to recruit, train, and onboard new CSRs as needed.
- Monitor call volume and queue lengths in real-time to optimize CSR availability and minimize wait times for customers. Implement strategies to efficiently handle fluctuations in call volume, such as adjusting staffing levels or deploying call overflow procedures. Track key performance indicators (KPIs) such as average call handling time, first call resolution rate, and customer satisfaction scores.
- Generate regular reports on call center performance and trends, identifying areas for improvement and implementing strategies to enhance productivity and quality of service. Implement and maintain quality assurance programs to ensure consistency and accuracy in customer interactions.
- Monitor CSR calls for adherence to scripting, professionalism, and compliance with company policies and procedures. Provide feedback and coaching to CSRs to improve performance and customer satisfaction.
- Coordinate and facilitate training programs for CSRs, covering topics such as product knowledge, communication skills, and customer service techniques.
- Provide ongoing coaching and support to CSRs to enhance their skills and performance. Identify training needs and develop resources to address knowledge gaps or skill deficiencies. Regularly review call center processes, procedures, and workflows to identify opportunities for optimization and efficiency gains. Solicit feedback from CSRs and customers to identify areas for improvement and implement changes accordingly.
Quality Assurance Executive
Hainan Airlines
11.2015 - 10.2018
- Maintained up-to-date knowledge of industry trends and best practices in order to drive innovation within the QA department.
- Handling calls from various department: Reservation, Limo SERVICE, Ticketing, General Cross check disputes To define the quality of the calls and transactions of the agents
- To check the reservations type as per the customer request and to make sure adhere to the company policies and control disputes from the customers. Ensure that agents are interacting with customers in accordance with the company's set guidelines and are serving your business' best interest,
- Regularly listen to recorded or live calls between customer service representatives and customers to assess adherence to quality standards, such as politeness, professionalism, accuracy of information provided, and adherence to company scripts. Evaluate calls based on predefined criteria, which may include tone of voice, active listening, resolution of customer issues, compliance with regulations (if applicable), and overall customer satisfaction.
- Offer constructive feedback to customer service representatives based on QA assessments. This feedback is given through one-on-one coaching sessions, written evaluations, or group training sessions.
- Identify areas where customer service representatives may require additional training or support to improve their performance. This could involve recognizing common mistakes, gaps in knowledge, or areas for skill development.
- Compile data and generate reports on QA findings, trends, and areas for improvement. Analyze this information to identify patterns, root causes of issues, and opportunities for enhancing the overall quality of customer service delivery.
- Collaborate with supervisors, managers, and other stakeholders to develop and implement process improvements based on QA findings.
- Updating scripts, revising training materials, or implementing new tools or technologies to enhance customer service effectiveness.
- Validated quality processes by establishing product specifications and quality attributes and updating quality assurance procedures.
Visa Processing Officer
Foshwa Lanka
07.2013 - 09.2015
- Provided excellent customer service, addressing applicant inquiries in a timely and professional manner.
- Attended industry conferences and training sessions to maintain expert knowledge of best practices in visa processing and immigration law.
- Enhanced the visa approval process by implementing an efficient document verification system.
- Expedited urgent visa requests, prioritizing cases based on individual circumstances and needs.
- Managed high volumes of visa applications, consistently meeting tight deadlines without compromising accuracy or attention to detail.
- Maintained up-to-date knowledge of immigration policies and procedures to advise applicants accurately on eligibility requirements.
- Supported policy changes by adapting quickly to new rules and regulations, minimizing disruption within the office environment during transitional periods.
- Consistently met monthly processing targets while maintaining a high standard of work quality and compliance with immigration regulations.
- Streamlined applicant interviews for faster processing times and increased satisfaction rates.
- Contributed to the ongoing improvement of internal processes by providing feedback and suggesting enhancements based on hands-on experience with daily tasks.
- Liaised with law enforcement agencies when necessary, supporting criminal investigations related to visa fraud or misuse cases.
- Conducted comprehensive background checks on applicants as part of security clearance procedures for sensitive roles.
- Reduced visa application errors by conducting thorough quality checks and providing clear instructions to applicants.
- Performed routine data entry or document management.
Education
Bachelor of Education - English Language And Literature
Unirazak
Kelana Jaya 04.2001 -
Skills
Customer relationship management
Customer needs assessment
Issue escalation
Payment management
Complaint handling
Online chat and email
Customer engagement
Call center experience
Team collaboration
Customer retention
Live chat support
Call control
Public speaking
Technical support
Presentation skills
Company policy adherence
Team training and development
Documentation and notes
Client engagement
Satisfaction monitoring
CRM software
Queue management
Shipment tracking
Employee performance management
Appointment coordination
Shipping coordination
Inventory assistance
Email management
Customer outreach
Escalation control
Script preparation
Customer queries
Problem-solving abilities
Problem-solving abilities
Teamwork and collaboration
Problem-solving
Time management
Multitasking Abilities
Calm under pressure
Adaptability
Effective communication
Self motivation
Decision-making
Professionalism
Analytical skills
Time management abilities
Data entry
Inbound call management
Product knowledge
Interpersonal skills
Adaptability and flexibility
Customer data confidentiality
Quality control
Quality control
Microsoft office
Analytical thinking
Complaint resolution
Customer relationship management (CRM)
Written communication
Document and records management
LiveChat messaging
Timeline
Customer Service Executive
Teleperformance
12.2023 - Current
Content Moderator
Bytedance
04.2020 - 11.2023
Customer Service Lead
Atlas Air
10.2018 - 04.2020
Quality Assurance Executive
Hainan Airlines
11.2015 - 10.2018
Visa Processing Officer
Foshwa Lanka
07.2013 - 09.2015
Bachelor of Education - English Language And Literature
Unirazak
04.2001 -