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Grace Balaji
E-Mail: balajigrace23@gmail.com
Mobile: +91-9739361966
EDUCATION QUALIFICATION
To obtain a challenging and a proper position in a good company where I will be able to work on a broad
variety of very challenging problems and interact to learn better things with good opportunities.
CAREER SUMMARY
PERSONAL SKILLS
Task Oriented.
Multi-tasking skills.
Keen observer.
Extra teaching skills.Conducted English classes at a spoken English Academy part-time for 2
months.
Exceptional leadership qualities & abilities to lead a group of employees towards a common goal.
Handling first level Escalations and Taking proper decision on call keeping proper records , Updates on
Product or Complaints with in TAT.
Ensuring that the customer is satisfied with the service provided and getting the feedback from end user.
Analyze caller's needs and is empowered to implement the best strategy to respond in order to ensure
superior customer satisfaction.
Performed software installation and effective troubleshooting with high-level customer care, training,
and technical support.
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Have given my availability and multi tasked the work with other country teams during their season like
India, Germany, Australia, Singapore, Netherland and Belgium for whom the specifications, tools &
process differ from country to country.
Managing and monitoring the daily database and also the mailboxes.
Efficient and excellent in Analysis.Received many appreciations for timely deliverables, rating,
compliance and quality.
Answered and returned phone calls from customers regarding the complaints, suggestions or inquiries.
Preparing daily and weekly & monthly reports and dispatching them to operational centers.
Produce deliverables within a diverse, fast paced environment, collaborate effectively across teams and
juggle multiple projects and initiatives simultaneously.
Supervised inbound team to make certain they answered questions knowledgeably and thoroughly.
Supervised outbound team to ensure they followed computer-generated lead order and exhibited
courtesy at all times.
Did spot-check listening in on calls to make certain team followed provided scripts.
Motivated team to meet monthly goals and beat other teams in the Center.
Set monthly and daily sales goals for outbound call team according to company objectives.
Helped the team to address the customer service enquires in a timely accurate fashion.
Preparing the required daily weekly and monthly reports. Comparing & analyzing the overall monthly
and weekly performance of the team members. Providing the accurate feed back to the agents and also
keeping the client posted on the daily activities and the updates.
Conflict resolution proficiency – Handling escalations, communicating with the clients with regards to
the betterment of the process and also the areas of improvement.
Weekly call audits done to ensure that the script is followed by the outbound agents and also checking
the information given and also the appropriate action taken by the inbound agent.
Setting standards for timelines, quality levels and the amount of service as per the SLA.
Conducting team meetings, Dip checks for the improvement of the performance.
Analysis of business updating customer handling skills as per process requirements, handling clients and
the 3rd level of Escalations.
Provided utmost professionalism and integrity in regards to customer service and leadership of team
members.
Developed trained, integrated associates for promotional advancement within the company.
Performed management functions such as staffing, training and expanding business plans.
Investigated and resolved customer’s issues and complaints regarding operational matters. Handled all
queries and client feedback in a professional manner.
Scheduled team members and management. Adjusted schedule on the fly to meet or exceed the targets.
Communicated with different teams and implemented the organization’s operational guidelines,
standards and policies.
Designed and coordinated training programs for employees in order to enhance work efficiency.
Conducted workshops to improve the workforce and productivity of the firm.
Taken a lot of initiatives with respect to grooming & guiding of new hires. Developed and presented
advanced technical training sessions.
Demonstrating and sharing knowledge and experience with the team and helped to resolve issues in
minimal time.
Maintained cordial relations with other staffs and assisted them in resolving their issues.
PERSONAL DETAILS:
Nationality : Indian
Religion : Christian
Sex : Female
DECLARATION
I do hereby declare that all the above particulars furnished by me are true to the best of my knowledge
and belief.