Dharmmesh Thamilarsu

• EMPLOYED EXPERT PROBLEM-SOLVING AND COMMUNICATION SKILLS AS A CALL CENTER AGENT FOR E-COMMERCE PLATFORM.
• MAINTAINED AHT OF THE CHATS/CALLS TOGETHER WITH THE SLA.
• WORKED WITH AND VENDORS TO ANSWER CUSTOMER QUESTIONS.
• MAINTAINED A 91% CUSTOMER SERVICE SATISFACTION FOR 3 MONTHS QUICKLY MASTERED DEEP PRODUCT KNOWLEDGE FOR ALL PRODUCTS AND PARTS.
• PASSED THE "LEVEL PRODUCT KNOWLEDGE" QUIZ WITH A 99% SCORE IN THE FIRST WEEK.
• ABLE TO CROSS - SUPPORT BETWEEN CHAT AND CALLS

PROVIDE EXCEPTIONAL CUSTOMER SERVICE EXPERIENCE TO ALL MEMBERS, NON-MEMBERS AND USERS OF THE FACILITY.

• PRIMARILY HANDLE ESCALATIONS, MANAGER CALLBACKS AND SERVICE RECOVERY CASES VIA EMAILS AND CHAT.
• MANNING OF RESPECTIVE ESCALATION QUEUES AND BACKLOGS FOCUSING ON PAYMENTS AND COLLECTION
• TO COMMUNICATE EFFECTIVELY AND ACCURATELY WHEN COMMUNICATING WITH USERS & STAKEHOLDERS
• TO ASSIST TEAM LEADER TO MONITOR REAL TIME PERFORMANCE AND INITIATE APPROPRIATE ACTIONS
• MEET KEY PERFORMANCE INDICATORS SUCH AS AVERAGE HANDLING
• TIME, FCR RATE, EMAIL/CHAT RESPONSE RATE, CUSTOMER SATISFACTION SCORE AND ETC
• LOGISTICS DEPARTMENT
• MANAGEMENT OF ACTIVITIES ASSOCIATED WITH THE 3PL (THIRD PARTY LOGISTICS)MOVEMENT OF THE PARCELS AND FINISHED GOODS ACROSS TOGETHER WITH THE INFORMATION FLOW THAT ACCOMPANIES IT.
• ENSURING ORDER FULFILLMENT, AND ESCALATION PROVIDING DOCUMENTATION FOR EACH SHIPMENT EXPEDITION AND WHEREABOUT