Prasath Dharuman
Customer Service Specialist
Chennai
Summary
Seasoned customer relationship specialist with five plus years of expertise in the realm of customer facing environment. Proficient in providing resolution to end customer and business partner on time. Devoted to driving productivity enhancements, optimizing efficiency, and elevating overall quality.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Senior Associate
Capgemini
02.2022 - 05.2024
- Effectively handled business customer queries and disputes as per process SOP's with exceptional attention to details.
- Providing monthly statements and invoices as per respective account setup.
- Resolving queries by liaising with respective internal and external team members and providing update to customers on time.
- Scheduled regular calls with customers for updates, feedback and upselling.
- Collaborated with cross - functional teams to address systemic issues impacting customer experiences.
- Managed day-to-day allocation of tasks to team members, ensuring efficient workflow and timely completion of pending cases within SLA.
- Directed six person team of customer service personnel while helping front-line team members work effectively with positive customer experience.
- Processed quality audits on weekly basis and shared the status with team.
Process Associate
TCS
09.2018 - 02.2022
- Resolved end customers and clients queries related to billing
- Handled complex billing disputes, enquires for Mid to high level business customers
- Collaborated with cross-functional team members and supported their team during high volume on weekends
- Managed client calls and provided weekly reports to clients.
- Contributed to departmental goals by exceeding key performance indicators related to dispute resolution and customer satisfaction.
- Prevented unnecessary escalations by addressing concerns effectively at the earliest stages of the dispute process.
Education
Bachelor of Science - Computer Science
VIT University
Vellore, India 04.2015 - 04.2018
Skills
- Customer service
- Escalation management
- Salesforce
- Quality Audit
- Employee Coaching
- Email, chat and voice support
- Process improvement
- Exceptional in excel and ms office
- Analytical Thinking
- Report creation
Awards
- Rising star (2022)
- Outstanding contribution in delivery (2023)
Timeline
Senior Associate
Capgemini
02.2022 - 05.2024
Process Associate
TCS
09.2018 - 02.2022
Bachelor of Science - Computer Science
VIT University
04.2015 - 04.2018
Similar Profiles
Abdoul-rahim DombaAbdoul-rahim Domba
Ingénieur d'études et de recherche at CapgeminiIngénieur d'études et de recherche at Capgemini
Bélinda BONACINABélinda BONACINA
Document Management, quality and configuration at CAPGEMINIDocument Management, quality and configuration at CAPGEMINI
Namrata DwivediNamrata Dwivedi
Front End Developer at CapgeminiFront End Developer at Capgemini