Christina Tulip Tina Prabhakar
Customer Experience Specialist
Chennai
Summary
Detail-oriented team player with experience across various customer service processes. Ability to handle multiple projects simultaneously with a high degree of accuracy.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Hardworking and passionate candidate with strong organizational skills eager help the team achieve company goals.
Overview
14
14
years of professional experience
6
6
Languages
Work History
Community Operations Associate
Dunzo Digital Private Limited
Bangalore
05.2022 - Current
- Gained extensive knowledge in chat, email and social media support.
- Managed over 80 chats and emails per day.
- Promoted to SORT (Social Operations Response Team/ICF (Internal Community Feedback Team) team.
- Responsibilities within SORT team included handling wall posts and DMs from various social media platforms such as Twitter (Now X), Instagram, Facebook and LinkedIn and escalation to relevant stakeholders according to specified concerns.
- ICF consists of leadership of Dunzo and heads of various departments including our 4 member team that was tasked to handle leadership queries and create RCAs to provide immediate resolution and also long time solutions according to concerns via appropriate escalations to stakeholders.
- Tools used - Freshdesk and Freshchat with SmartPlug, Simplify 360, Redash, Tableau, Mozart, JIRA, QMS, Exotel and Ubona.
- Proven ability to develop and implement creative solutions to complex problems.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed and maintained courteous and effective working relationships.
Social Media Marketing
Freelancer
01.2019 - 04.2022
- Handled social media accounts of various companies that dealt with office supplies, PPEs, magnetic toys for kids, resorts in Maldives.
- Responsibilities included generating organic followers, content creation, scheduled posting, handling shops of different social media platforms and company website.
- Created business accounts and online shops across various social media platforms.
- Listed over 100 products per project.
- Increased user base by promoting brand awareness and launching key marketing efforts.
- Strategized and developed video content for client's website and social media publications
- Responded to customer queries and feedback.
- Crafted and implemented strategies to increase search visibility and website traffic.
- Researched and identified new opportunities for increasing company's social media presence
Visa Support Assistant
British Deputy High Commission
Chennai
06.2018 - 09.2018
- Captured visa application data into the UKVI case working systems, completed enrichment checks carefully, ensured that the results were accurately recorded, met UKVI standards for dispatching applications ensuring that original documents were returned as appropriate and that there were no breaches of data protection.
- Captured over 70 applications per day.
- Organized and developed filing systems for important documents and personal information, maintaining accessibility for associated personnel.
- Learned and adapted quickly to new technology and software applications.
- Worked well in a team setting, providing support and guidance.
- Gained extensive knowledge in data entry.
- Proven ability to learn quickly and adapt to new situations.
Special Services Clerk
British Airways
Chennai
11.2013 - 02.2016
- First point of contact for customers.
- Handled over 40 check-ins on Departure and was the point of contact for all customers on departure and arrivals.
- Handled all aspects of boarding process, assisted customers with special needs, made public announcements.
- Guest relations executive for British Airways in business lounge, providing specialized service for frequent flyers.
- Occasionally dealt with unaccompanied minors in accordance to airport and carrier policies.
- Maintained up-to-date knowledge of product and service offerings to serve as informational resource to customers and team members.
- Providing safety and comfort during disruptions.
- Proven ability to develop and implement creative solutions to complex problems.
- Skilled at working independently and collaboratively in a team environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proved successful working within tight deadlines and a fast-paced environment.
Guest Relations- Freelancer
Indian Premier League
Chennai
01.2010 - 01.2013
- .Provided exceptional hospitality for over 100 customers in VVIP stands/boxes that were assigned.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours across night shifts, weekends and on holiday.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Cultivated interpersonal skills by building positive relationships with others.
- Resolved problems, improved operations and provided exceptional service.
- Strengthened communication skills through regular interactions with others.
- Directed staff to handle needs for individual guests to resolve issues and generate positive customer experiences.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Developed and implemented strategies to uphold safety and security of guests
Intern
Chola Mandalam Securities Limited
Chennai
05.2011 - 06.2011
- Trained with back office functions that include creating dematerialized accounts, settlements, clearances, record maintenance, regulatory compliance and accounting.
Education
Bachelor of Arts - Business Economics
Ethiraj College For Women
Chennai, TN 01.2010 - 2013.01
12th -
SBIOA Model Higher Secondary School
Chennai, TN 01.2007 - 2008.01
10th -
Anna Adarsh Matriculation Higher Secondary School
Chennai, TN 01.2005 - 2006.01
Skills
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Timeline
Community Operations Associate
Dunzo Digital Private Limited
05.2022 - Current
Social Media Marketing
Freelancer
01.2019 - 04.2022
Visa Support Assistant
British Deputy High Commission
06.2018 - 09.2018
Special Services Clerk
British Airways
11.2013 - 02.2016
Intern
Chola Mandalam Securities Limited
05.2011 - 06.2011
Guest Relations- Freelancer
Indian Premier League
01.2010 - 01.2013
Bachelor of Arts - Business Economics
Ethiraj College For Women
01.2010 - 2013.01
12th -
SBIOA Model Higher Secondary School
01.2007 - 2008.01
10th -
Anna Adarsh Matriculation Higher Secondary School
01.2005 - 2006.01
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