Liji Mary George

Liji George Customer Service Specialist A seasoned professional with 10 years of experience in customer service and other client facing roles. Passionate about building relationships and enjoys helping others. Proven experience in helping international companies achieve high levels of customer satisfaction and resolve complaints in a professional manner. Looking to apply proven customer support ability, excellent communication skills & leadership experience in creating a positive employer brand! - - Bangalore, India SKILLS Customer Service Change Management Complaint Resolution International Call Center Customer Support Team Management Risk & Compliance Problem Solving ITSM Leadership Communication Skills Training & Coaching Internal Auditing Recruitment Management Reporting Root Cause Analysis Project Support ITIL Escalation Management Relationship Building Analytical & Organizational Skills Remote Support Quality Analysis Process Mapping IT Governance Process Improvement WORK EXPERIENCE Staffing Consultant Peopleplus Professional Services Pvt Ltd 07/2019 - 07/2020, Bangalore, India Achievements/Tasks Enhanced Consultancy Brand by sourcing high-quality talent. Created positive candidate experience by ensuring timely and engaging communication during every phase of the hiring process. Utilized organizational skills to seamlessly track and follow up on candidates during the entire recruitment cycle. Customer Support Lead Plus LLC 08/2013 - 01/2015, Remote Achievements/Tasks Provided online retail customer support (via email, live chat & ebay/Amazon channels) to international customers (Americas). Managed and trained a remote team of 5 members. Contributed various improvement ideas which resulted in enhanced customer experience. Created Training Guides & videos, which helped the team in resolving queries more accurately and efficiently. IT Process Analyst Core Enterprise Solutions 05/2010 - 10/2012, Kuwait Achievements/Tasks Ensured compliance with the process, procedures and standards on all change requests raised by Business units, to ensure that the change management process is being followed. Developed and Published workflow documentation for Change, Incident, Release and Defect Management. Collaborated with Internal and External Auditors to facilitate Audit Reviews assigned to various IT Units. Designed and Published Reports for Management Reporting purposes. Supported Defect Management transition project by publishing TFS (Team Foundation Server) user manuals, handling internal queries and reporting post - production issues. Maintained effective working relationships with team members, business process owners and heads of IT Departments. Page 1 of 2 WORK EXPERIENCE Senior Executive - Internal Audit AXA Business Services Pvt Ltd 08/2009 - 04/2010, Bangalore, India Achievements/Tasks Planned, Organized and Performed Risk Assessments and Operational Audit Reviews for various Business processes. Maintained strong working relationships with all levels of Management. Performed walkthroughs to test control design/operating effectiveness for SOX Compliance. Process Leader - Operations AXA Business Services Pvt Ltd 05/2007 - 07/2009, Bangalore, India Achievements/Tasks Handled escalated customer calls and resolved complaints effectively in an International Contact Center setting (UK customers). Monitored customer servicing calls to ensure process compliance and a positive customer experience. Delivered Coaching and Feedback, to more than 20 team members, based on performance and quality analyses. Trained around 90 team members on adopting a new Complaint Tracking system which helped reduce number of complaints by around 15%. Awarded 'Best Process Leader' for helping company deliver better value to customers and shareholders. Developed customized action plans for improvement and improved team quality scores by about 25%. Assistant Manager - Operations HSBC Data Processing India Pvt Ltd 01/2005 - 09/2005, Bangalore, India Achievements/Tasks Managed performance and overall development of 15 team members. Resolved customers' complaints while identifying problems and taking appropriate corrective action, increasing client retention ratio significantly. Conducted regular one-on-one performance reviews and appraisals for all team members. Attained 'Xtra Miler' Award, in recognition of contribution made beyond the scope of the job, for helping a citizen in need. Customer Service Representative HSBC Data Processing India Pvt Ltd 01/2003 - 12/2004, Bangalore, India Achievements/Tasks Delivered high standards of customer service by ensuring maximum first contact resolution in an International UK Call Center setting. Awarded 'Employee of the Year' for ranking consistently high on customer satisfaction, speed of resolution and availability. Received numerous commendations from customers for clear and effective communication skills. Mentored and trained 20 team members. Collaborated with team members and other departments to close customer queries on time. Received 'Team of Quarter' Award for exceeding all key performance parameters set for the team. LANGUAGES English Hindi French Full Professional Proficiency Professional Working Proficiency Elementary Proficiency CERTIFICATES ITIL V3 Foundation Certificate in IT Service Management (2012) Oracle 9i PL/SQL Developer Certified Associate (2006) EDUCATION Bachelor of Engineering in Computer Science Bangalore University, India 2002, Page 2 of 2