Rony Mary Abraham
Pune
Summary
Dynamic Customer Support Executive with 14 years experience. Proven expertise at different companies, excelling in complaint resolution and customer service excellence. Adept at analyzing customer needs and driving product improvements, I leverage strong interpersonal communication and organizational skills to enhance service effectiveness and foster lasting relationships.
Overview
17
17
years of professional experience
Work History
Online Consultant
Shalom Serves
2018.01 - Current
- Evaluated customer needs and feedback to drive product and service improvements.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Gathered, organized and input information into digital database.
Customer Support Executive
Capita India Pvt Ltd, Pune
2015.05 - 2017.09
- Listened to customers' questions and concerns through live webchat to provide answers or responses.
- Handled 2 to 3 chats at a time.
- Helped team members through floor walk
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Assigned and designated job territories to customer care staff according to performance and history.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
Administrator
New Sun Computers
2010.11 - 2012.10
- Maintained personnel records and updated internal databases to support document management.
- Developed effective improvement plans in alignment with goals and specifications.
- Gathered, organized and input information into digital database.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated customer needs and feedback to drive product and service improvements.
Administrator
IMS Study Centre, Phoenix
2008.12 - 2010.10
- Conducted regular reviews of operations and identified areas for improvement.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Gathered, organized and input information into digital database.
- Evaluated students performance and provided coaching to address inefficiencies.
IATA Trainee
Concord Tours & Travels
2008.06 - 2008.10
- Attended training courses to build understanding of processes, techniques, and industry.
- Learned new materials, processes, and programs quickly.
- Interacted with customers under supervision to support operational objectives.
- Performed administrative functions, answering phones and filing paperwork in support of department.
Education
Bachelor of Arts - English
M G University
Kottayam2010-04
Diploma - Diploma in IATA
IATS
Adoor2007-04
High School Diploma -
Kerala State Board Higher Secondary
Kottayam, India2006-03
High School Diploma -
Don Bosco
Kottayam, Puthuppally2004-03
Skills
- Retail operations management
- Order fulfillment
- Customer inquiry management (CIM)
- Complaint handling
- Complaint resolution
- Refunds processing
- Interpersonal communication
- Customer service excellence
- Organizational skills
- Data reconciliation reporting
- Trend detection and analysis
- Problem-solving abilities
- LiveChat messaging
- Documentation and reporting
- Decision-making
- Relationship development
- Verbal and written communication
- Office administration
Languages
English
Advanced (C1)
Malayalam
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Tamil
Upper intermediate (B2)
Software Proficiency
MS Word
MS Excel
Powerpoint
Timeline
Online Consultant
Shalom Serves
2018.01 - Current
Customer Support Executive
Capita India Pvt Ltd, Pune
2015.05 - 2017.09
Administrator
New Sun Computers
2010.11 - 2012.10
Administrator
IMS Study Centre, Phoenix
2008.12 - 2010.10
IATA Trainee
Concord Tours & Travels
2008.06 - 2008.10
Bachelor of Arts - English
M G University
Diploma - Diploma in IATA
IATS
High School Diploma -
Kerala State Board Higher Secondary
High School Diploma -
Don Bosco