Jinu DEVARAJ

Contact:   +971 558575495 / +971 504171381

Email:      devarajjinu@gmail.com
Address :  Burjuman,Sheikh Zayed Road,Dubai - UAE

Over +4 years of expertise with a Proven history of working in Telecommunication, Customer service, BPO industry. Skilled in
Negotiation, Analytic, Customer relation with a strong customer-centric background, Graduated from Oxford University focus on
Marketing & Communication   

CAREER ACHIEVEMENT & QUALIFICATION

        ESTABLISHED QUALITY 57% GROWTH IN LEADS REDEFINED STRATEGY

To support the operational efforts   In 2year To Uplift process Workflow

Key Achievements: 
Designed Quality template that generated a full 53% increase in Service level
Established a personalized approach to our customer's experience that decreased complaints by
23% over the course of six months.
Awarded "Fastest Learner" award during the first month
Awarded "Top Performer " award during the course of intern training

Core Competencies: 
Strategic planing Relationship Building Demonstrating and Presenting products
Process Improvements Powerful Communicator Motivator

   Languages Skills : English, Hindi, Malayalam, Tamil and  Kannada.

WORK EXPERIENCE

Customer Service Officer    Dec 2017 -  Present 

www.du.com

My role was to effectively build relationship with customers by answering product and

Responsibilities :   service concern; suggesting improvement in implementing best practices 

Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas
(speed, accuracy and volume).
Became the lead go-to person for new reps and particularly challenging calls as one of the company’s mentors and
trainers of both new and established employees.
Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations.
Manage upset customers, conflicts and challenging situations and deliver outstanding service
 Sr.Customer Service officer July 2016 to Aug 2017
www.firstsource.com

My role includes providing support to agents and helps to oversee business operations And
Responsibilities :   supervise the completion of assigned work, and to generate reports.

Oversaw a total team of up to 10 employees and daily conversion processes (with minimal impact to daily operations)
Individually researched and resolved consumer concern, Consistently delivering service on time.
Explaining our customer’s with various credit cards details. (credit limit, late payment fee, over-limit fee, annual fee, foreign fee
and etc)
Utilize applicable tools, software, or systems to aid in the research and resolution of incidents impacting clients and provide
escalated support to internal and external teams.
Providing information about credit cards and help our customer’s with online application.

Sr.Customer Service Specialist April 2014 to June 2016

www.convergys.com

providing expertise and knowledge in process technology. Answering to client inquiries, overseeing the
Responsibilities :   development of technical solutions, reviewing technical documentation, coordinating work groups, and
performing product demonstrations

Documented, Tracked, and Coached individual associate performance and confer excellent verbal /written communication
Identified and escalated priority issues per Client specifications.
Improved existing programs by reviewing objectives and specifications; evaluating proposed changes; recommended
changes; making rectifications.
Organizational expert for various disciplines including Applying loss of service, Annual reviews for the growth of the associate
and another functional area

Customer Care Officer   Dec 2013 - Apr 2017

www.aegisglobal.com
Provided training that ensured staff competently handled calls resulting in a positive
Responsibilities :   experience for customers contacting,Spirit Airline to discuss concerns or issues.

Designated as a point of contact for team members when the supervisor was unavailable.
Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing
productivity.
Conducted training that enabled staff to perform effectively. Used diverse methods: performed remote monitoring of work
and feedback based on observations, and provided one-on-one training by working side by side with staff.
Provided accurate, consistent, and constructive performance feedback to agents and management team

EDUCATION
B.COM Oxford University 
Specialization: Marketing  Secured degree with 75% aggregate
Bangalore University 

Jinu Devaraj