• Chennai Tamil Nadu

J Vijayalakshmi

Executive - Non Voice & Grievance Redressal

Summary

Over Nine years experience of various project teams, maximized many great opportunities to work on challenging projects, when two critical proficiencies of a team leader & process support were developed tremendously: 

  • Earned leadership status by setting inspirational goals and setting examples – Superb organizational, motivational, management and time management skills
  • Maximized team performance – Excelled at identifying, developing and using strengths of team members, as well as locating, detecting and resolving problems and weaknesses of each team individual

Work History

Work History

Customer Service Executive

Apr 2012 - Present
Non Voice| Royal Sundaram General Insurance Co Ltd

Customer Service Executive-.| Interact with customers and explaining them the product details and scheme details Handling customer queries and complaints handled through emails and letters Attending the incoming calls and do follow ups for required cases Coordinating with the support team Ensure that all requirements are exceeded at service level Provide training to the new joiners Responsible for lead generation and data profiling Ensure the data cleansing Data allocation and resource mapping/planning Tracking TAT movement plan-Maintaining Online Raising the process requests Coordinating with corporate partners towards managing agent escalations Maintaining track of all process requests by preparing different reports Maintaining process change related information Managing customer centric operations and ensuring customer satisfaction by achieving delivery and service quality norms Identifying improvement areas & implementing measures to maximize customer satisfaction levels Ensuring that operations at the service points match the company's standards

Executive

Jun 2008 - May 2011
Credit Management| Mahindra Holidays & Resorts India

Executive- | Reporting to the Manager of Credit Management Handling and swiftly resolving customer complaints in a professional and effective manner Tele-calling members and giving the payment due details Collecting payments, preparing member related documents and maintain records

Team Leader

Jun 2005 - Jul 2007
ICICI Lombard General Insurance Company Ltd

Team Leader| | Selling Insurance Products to individual as well as group employees. Coordinated calling within the team to promote planning and consistency, develop contacts in target market, and achieve the target Increasing customer awareness about general Insurance solutions and achieve the targeted penetration on cross sell within the customer base. Train the candidate regularly on concepts in general insurance and new product introductions Maintained a leadership role in the department by taking initiative to develop and implement marketing strategies and database of local contacts.

Executive-Operations

Jun 2004 - May 2005
Operations| Cameo Corporate Services Ltd

Executive- | Recruiting candidates for internal process jobs. To maintain relationships with all constituents in the Bank Branch Keep accurate record of referrals received forms all constituents in the bank branch. Achievements Received excellent review ratings from manager, contributing to department growth Won certificates for the best Tele-calling executive Dealt with customer complaints successfully and rewarded by" Outstanding Service" award Provided support to the sales team, ensuring all sales and service objectives were met Key Responsibilities Inspired each and every team member to perform and produce their best Determined the duties and responsibilities of individuals in a team. Analyzed the individual performance of each team member and motivated them to perform even better. Organized training workshops to improve the performance of the members who were lagging behind in terms of performance. Analyzed the assigned projects and distributed tasks to the members as per their area of expertise. Reported any problem or fault in the project to the project manager or supervisor. Personality Traits Confident and an Optimistic Attitude Ability to arrive at independent decisions Keen to learn new things Tolerant and flexible, adjusts to different work situations Organization and prioritization skills Problem analysis, use of judgment and ability to solve problems efficiently

Education

Education

PGDBA - HR

2008
Symbiosis Centre for Distance Learning, Pune

B.Sc

Jun 2001 - Jun 2004
Anna Adarsh College, Chennai University


Higher Secondary

Jun 2000 - Mar 2001
Sree Venkateshwara Matriculation Higher Secondary School 

Achievements

  • Received excellent review ratings from manager, contributing to department growth
  • Won certificates for the best Tele-calling executive
  • Dealt with customer complaints successfully and rewarded by "Outstanding Service" award
  • Provided support to the sales team, ensuring all sales and service objectives were met

Skills

Skills

Organization and prioritization 

Root cause analysis and Problem solving

Decision Making

Communication

Languages known

  • English, Hindi and Tamil - to speak, read and write
  • Telugu - to speak only