Akshaya S

Akshaya S-|- | M.B 252, 2nd Block, Ganapathy Maanagar, Ganapathy, Coimbatore-641006 SUMMARY Mid-level Chat Support Representative with 6+ years of experience handling customer complaints and resolving customer issues. Hard-working professional recognized by peers for my effective Problem-solving and Multitasking skills. Looking to apply my experience with Problem-solving and Multitasking at your company. EXPERIENCE ROC Associate, Bundl Technologies Ltd May 2023 - Nov 2023 • Managing a team of 250-350 Pickup & Delivery Partners directly on a daily basis • Pickup & Delivery Partner attendance to be maintained basis demand on a daily basis. • Improve and maintain promised delivery times for better customer experience. • Manage and control voluntary attrition and control absconders by conducting regular engagement activities. • Provide feedback at individual level and conduct weekly one-on-ones to understand problem areas. • Ensure excellent customer experience by solving order level escalations. • Support Pickup & Delivery Partners during emergencies and exigencies. Senior E-Relationship Manager, Redisolve Software Private Limited Apr 2022 - Apr 2023 • Managed multiple simultaneous conversations while maintaining a friendly demeanor. • Exceeded daily quotas for chat engagements, achieving consistently high performance ratings. • Demonstrated ability to provide exceptional customer service through live chat interactions. • Provided timely responses to customers, ensuring a positive experience with the company’s products or services. • Asked open-ended questions to assess customer needs. • Maintained high customer satisfaction scores by resolving issues quickly and professionally. • Guided customers through online shopping experiences or troubleshooting via chat or email sessions. • Performed troubleshooting tasks when needed, escalating technical issues as necessary. • Assisted customers with product selection and ordering processes via live chat. • Described products to customers and accurately explained details and care of merchandise. • Employed active listening techniques to identify customer concerns and address them effectively. • Utilized strong communication skills to explain complex information clearly and concisely. • Developed creative solutions for challenging customer requests. • Adapted well to changing customer needs, responding appropriately in difficult situations. • Stayed up-to-date on new features, changes, and updates for company products and services. • Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems. Relationship Manager, Alice Blue Financial Services Pvt Ltd Jan 2022 - Jan 2023 Generated new business and referral clients in partnership with financial advisors and branch team. Reviewed workflows to assess functionality, identify deficiencies and proactively address concerns. Developed strategies to proactively manage upcoming changes to market and capitalize on trends. Monitored and researched major corporate actions with potential to affect the stock market. Maintained regular contact with clients to inform about transactions and performance. Gathered customer information and maintained it in the CRM database. Documented customer interactions and relationships using CRM systems. Achieved sales goals and service targets by cultivating and securing new customer relationships. Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals. Prospected to increase sales lead pipeline and convert leads into new customers. Associate Sales Consultant, Policybazaar.com Dec 2019 - Jun 2020 • Developed and implemented sales strategies to increase market share, optimize customer relationships, and maximize profits. • Utilized CRM software tools such as Salesforce.com to track customer data. • Fostered positive relationships between customers and internal departments throughout the organization. • Ensured compliance with all applicable regulations while adhering to company policies. • Monitored competitor activity in order to adjust pricing strategies accordingly. • Created reports detailing sales progress against goals, analyzing results and recommending corrective action when necessary. • Identified target markets for current products and services and developed plans for expanding into new markets. • Conducted market research to identify new opportunities and assess customer needs. • Provided advice and guidance to clients regarding their motor insurance coverages. • Enhanced problem-solving skills while researching complex issues related to commercial lines insurance policies. Sales Excecutive and Purhase Officer, Covai Seenu and Company Jun 2018 - Oct 2019 • Built multiple customer relationships and cultivated long-term partnerships. • Generated leads and followed up on customer inquiries. • Addressed customer questions and concerns regarding prices and product use. • Maintained strong relationships with key customers and stakeholders. • Used negotiation and persuasion skills to influence decision-makers. • Negotiated and closed deals with vendors and company partners. • Identified target markets for new products by conducting market research. • Developed and implemented successful strategies for customer acquisition and retention. • Participated in vendor contract negotiations for product pricing, payment terms, and other contractual agreements. • Analyzed market trends and recommended strategies for cost reduction, quality improvement, and increased efficiency. • Coordinated with warehouse personnel regarding arrival dates of purchased items. • Maintained relationships with existing suppliers while exploring options for new ones. • Identified areas where improvements can be made in the procurement process by analyzing data from previous purchases. • Ensured that purchased items meet safety standards by conducting periodic inspections. • Created reports on purchasing performance metrics such as spend analysis or savings achieved through negotiation efforts. • Resolved discrepancies between orders received and invoices received from suppliers in a timely manner. • Evaluated bids from suppliers based on price, quality, service level agreement, delivery schedule, payment terms. • Maintained accurate records of all purchasing activities and supplier information. , Wipro Technologies Jun 2015 - Aug 2017 • Ticket logging and triage: Receiving incoming service requests through various channels (email, phone, portal) and accurately logging them as tickets on the ServiceNow platform, prioritizing based on urgency and impact. • Issue analysis and troubleshooting:Analyzing ticket details to identify the root cause of problems, performing initial troubleshooting steps, and escalating complex issues to relevant technical teams. • Issue analysis and troubleshooting: g with users regarding ticket status updates, providing basic technical support, and managing expectations throughout the resolution process. • Knowledge base management: Utilizing the ServiceNow knowledge base to resolve common issues and updating it with new solutions as needed. • SLA adherence: Monitoring ticket resolution times to ensure compliance with defined SLAs and escalating potential breaches. • Reporting and analysis: Generating reports on ticket trends and identifying areas for process improvement. EDUCATION Bachelor of Science, Computer Science CMS College of Science and Commerce Apr 2012 - Apr 2015 Languages Jan 1995 - Jan-. English Tamil Malayalam Hindi