Kowsalya Rajaram Email & Phone Number

United Kingdom

East Grinstead, England, United Kingdom

• Demonstrate proficiency in E-Lastic tool to handle inbound, outbound calls and provide assistance as needed.• Utilize bilingual proficiency in English and French to deliver exceptional customer service.• Using tools such as Nexus for the membership policy and bookings to maintain the memberships of the customers, using Booking.com to book the hotels for the members.• Working in Citrix to get the policy records of the clients, and ensure all customer interactions and resolutions are accurately recorded using Google Spreadsheet for follow-up and analysis.• Follow up with customers to confirm order details and delivery timelines.• Address and resolve customer complaints in a professional and empathetic manner, adhering to company policies and procedures.• Document all complaints and resolutions to identify trends and areas for improvement.• Conduct follow-up communications with customers to ensure their issues have been resolved and they are satisfied with the service provided.• Utilizing excel to record the finance to claim back.• Maintain regular contact with customers to build long-term relationships and loyalty.

London, England, United Kingdom

• Conducted market research surveys over the telephone to ensure company quota requirements aligned with the National Career Services (NCS) standards.• Utilized Spark and Catiphone for team communication and customer interactions.• Maintained high quality control standards, ensuring accuracy and reliability of all data collected.• Collaborated with internal teams to discuss and resolve project blockers.• Participated in weekly stand-ups to receive feedback from supervisors and provide training to new joiners.• Implemented strategies to increase survey response rates and improve data collection efficiency.• Assisted in the development of survey scripts and methodologies to enhance data quality.• Ensured compliance with all data protection regulations during survey processes.• Adapted communication techniques to engage diverse customer demographics effectively.

Chennai, Tamil Nadu, India

• Global Transfer Payment Service, On-boarding Contracts and implementing the contracts and amendments of global corporate clients for the various cash management protocols – EBICS, ICS (Identification of creation Sepa), Creation/Modification.• Analyze and implement contracts and endorsements of national and international cash management products for customers Corporates and Banks, in dedicated IT tools.• Record all process steps in dedicated tool until complete validation for each contract or amendments• Follow up on contracts and amendments implemented in relation to SG, Implementation and Commercial agencies. Participate in the drafting and/or updating of the operating procedures as well as the knowledge base and FAQs.• Track and support shared messaging and the team's phone line, Keeping knowledge up to date.• Provide quality service (SLA) to avoid customer complaints and operational risk, In the event of a problem, notify the French teams without delay in order to respect commitments.• Responsible for Definition and Creation of application related procedures and carry out requirements gathering and Impact analysis.

India

• Provide first-level technical support to French-speaking users via phone, email, and remote access.• Diagnose and troubleshoot hardware and software issues, ensuring timely resolution.• Assist users with network connectivity, system configuration, and application issues.• Deliver exceptional customer service by effectively communicating with users and addressing their concerns.• Document user interactions and technical issues accurately in the help desk system.• Follow up with users to ensure issues are fully resolved and users are satisfied.• Work closely with other IT team members to escalate and resolve complex issues.• Participate in team meetings and contribute to continuous improvement initiatives.• With respect to SLA & KPI worked with the tools like Active Directory, Managed the requests raised from the customers, and met the deadlines accordingly.

Master Of Business Administration - Mba, Business Administration And Management, General

- Studied advanced strategies for business growth and competitive advantage in a global context. - Analyzed global market trends.

Bachelor Of Arts - Ba, English Language And Literature/Letters

Education record

Education record