Carol Voidhiva S
Chennai
Summary
Accomplished leader with expertise in customer experience management and fraud analysis at Groupon. Excel in mentoring teams and enhancing performance, achieving significant reductions in chargeback rates. Proficient in CRM tools like Salesforce and Zendesk, with advanced Excel skills. Adaptable and results-driven, consistently aligning team performance with organizational goals.
Overview
15
15
years of professional experience
Work History
Lead Customer Service
Groupon
03.2022 - Current
- Mentored and trained junior customer service representatives, facilitating effective onboarding of new team members.
- Handled complex escalated customer issues to ensure timely resolutions.
- Monitored chat and email interactions for quality assurance, providing constructive feedback to team members.
- Tracked key performance metrics including response time and resolution rate, reporting findings to management.
- Identified recurring issues and inefficiencies, proposing actionable improvements to processes and policies.
Subject Matter Expert
Groupon
06.2019 - 03.2022
- Provided expert-level support to customer service teams as primary knowledge resource for policies and procedures.
- Collaborated with cross-functional teams to identify service gaps and implement process enhancements.
- Created and maintained internal knowledge base articles to ensure consistency in customer interactions.
- Supported escalated issue resolution by leveraging in-depth knowledge of complex customer concerns.
- Analyzed customer service data and trends, driving improvements in customer satisfaction metrics.
- Participated in system testing and feedback loops during CRM updates to ensure operational readiness.
- Acted as liaison between frontline agents and management, aligning team performance with organizational objectives.
Fraud Analyst
Groupon
07.2016 - 06.2019
- Monitored high volumes of eCommerce transactions for fraud detection using Signifyd, Accertify, and Adyen.
- Conducted manual reviews of flagged orders, utilizing customer data and behavioral patterns.
- Identified fraudulent trends and updated fraud rules, significantly reducing chargeback rates.
- Collaborated with payment and customer service teams to resolve disputes on high-risk orders.
- Maintained comprehensive documentation of fraud cases for audit and compliance purposes.
- Delivered weekly reports on fraud trends and KPIs to senior management for strategic insights.
Resolution Team member
Groupon
12.2013 - 07.2016
- Resolved complex customer issues across email and chat, focusing on satisfaction and retention.
- Served as final contact for dispute resolution, managing chargebacks, fraud claims, and policy exceptions.
- Collaborated with product, legal, risk and teams to resolve high-impact complaints.
- Analyzed root causes of recurring issues to recommend improvements reducing escalations.
- Maintained detailed records in CRM (Zendesk and Salesforce) systems for compliance with policies and standards.
Team Lead
Hinduja Global Solution PVT Ltd
06.2010 - 08.2013
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills
- Assigned daily employee tasks and monitored activity and completion
- Managed over 20 associates in team on average
- Enhanced team performance by conducting regular training sessions and motivating agents to achieve their targets.
- Streamlined communication within team by implementing clear guidelines and expectations for all agents.
- Managed schedules, accepted time off requests and found coverage whenever requires.
Education
Bachelor of Science - Bachelor of Computer Application (BCA)
SRM Arts & Science College
Chennai2006
Skills
- Leadership & Team Support
- Fraud Analysis & Risk Management
- CRM Tools: Salesforce & Zendesk
- Customer Experience Management
- Data & Reporting Tools: Excel (Advanced)
- Computer proficient
- Fast Learner & Adaptable
Languages
Tamil
First Language
English
Proficient (C2)
C2
Kannada
Beginner (A1)
A1
Timeline
Lead Customer Service
Groupon
03.2022 - Current
Subject Matter Expert
Groupon
06.2019 - 03.2022
Fraud Analyst
Groupon
07.2016 - 06.2019
Resolution Team member
Groupon
12.2013 - 07.2016
Team Lead
Hinduja Global Solution PVT Ltd
06.2010 - 08.2013
Bachelor of Science - Bachelor of Computer Application (BCA)
SRM Arts & Science College
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