LIDIYA JOSEPH
Avondale,AUK
Summary
Service-focused Call centre Delivery consultant bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.
Successful IT Consultant offering three years of experience in demanding environments focused on producing cutting-edge systems for Wipro Technologies . Skilled in directing development with creative and performance-oriented approach. Well-organized and customer-focused with proven skills in project management and technical skills in SAP ABAP. Personable, friendly and solution-oriented professional with several years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Delivery Centre Consultant
Concentrix
Mt.Albert, Auckland
04.2024 - Current
- Addressed and resolved customer issues pertaining to billing inquiries, account setup procedures, product knowledge requirements, and miscellaneous concerns.
- Participated in professional development training to enhance work skills and optimize performance.
- Utilized customer feedback data to proactively identify areas for improvement in the call center environment.
- Ensured high levels of customer satisfaction through prompt and professional resolution of routine inquiries and effective handling of service complaints.
- Efficiently reviewed info and responded appropriately to caller inquiries by navigating through computer systems.
- Delivered resolutions to defuse calls and address customer concerns.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Established and documented efficient protocols for addressing diverse customer inquiries.
- Collaborated with colleagues in developing strategies to enhance the overall customer experience.
- Escalated complex customer inquiries to appropriate personnel when necessary.
Customer Service Representative
Night N Day
AUCKLAND, Auckland
01.2022 - 10.2023
- Greeted customers and provided friendly customer service.
- Operated cash registers to process payments for goods and services.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Processed orders accurately and efficiently in accordance with company policies.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Supported sales team members to drive growth and development.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Ensured compliance with safety regulations, company policies, and procedures.
Customer Service Representative
Katsubi
St Lukes, Auckland
03.2021 - 01.2022
- Responded to customer requests for products, services and company information.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Provided primary customer support to internal and external customers in fast-paced environment.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Prioritized and organized tasks to efficiently accomplish service goals
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Worked flexible schedule and extra shifts to meet business needs.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
Tutor
Private Tutor
Thrissur, Kerala
11.2018 - 02.2020
- Self-prepared materials based on school curriculum to increase student comprehension.
- Collaborated with students to complete homework assignments, identify lagging skills and correct weaknesses.
- Supported teacher instruction by discussing concepts and creating custom practice questions.
- Educated students on study tips and exam strategies.
- Created special handouts, study guides and assessments to evaluate and boost student knowledge.
- Collaborated with parents to create tutoring sessions appropriate for student's age, learning preference and learning style.
- Planned lessons for allotted time to strengthen weak subjects and build skills on stronger ones.
IT Consultant
Wipro Technologies
Bangalore, Karnataka
11.2015 - 09.2018
- In WIPRO,worked on SAP-ABAP platform, dealt with Dry runs,LSMW techniques,reports.
- Delivered excellent customer service, resulting in consistent customer satisfaction rating.
- Trained new personnel regarding company operations, policies and services.
- Evaluated project requirements and specifications and developed software applications that surpassed client expectations.
- Gathered and defined customer requirements to develop clear specifications for creating well-organized project plans.
- Documented all software development methodologies in technical manuals to be used in future projects.
- Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
- Consulted with engineering team members to determine system loads and develop improvement plans.
Education
Bachelor's degree - Mathematics
VIMALA COLLEGE
Kerala,IndiaSkills
- Excellent work ethic
- Teamwork
- Exceptional Time Management
- Multitasking abilities
- Project Management
- Computer skills
- Creative problem solving
- Good listening skills
- Inbound and Outbound Calling
- Adaptive team player
- Customer support needs assessment
- Call Center Operations
Accomplishments
Recognition Value award from the Client for "CAN DO" - Values Award Atarangi. (CONCENTRIX)
Certification
- Photography Competition
- Sports Competition
- Linkedin Certifications - BILDING RAPPORT WITH CUSTOMERS AND ACTIVE LISTENING
Languages
English
Professional
Hindi
Limited
Malayalam
Native/ Bilingual
Tamil
Limited
Timeline
Delivery Centre Consultant
Concentrix
04.2024 - Current
Customer Service Representative
Night N Day
01.2022 - 10.2023
Customer Service Representative
Katsubi
03.2021 - 01.2022
Tutor
Private Tutor
11.2018 - 02.2020
IT Consultant
Wipro Technologies
11.2015 - 09.2018
Bachelor's degree - Mathematics
VIMALA COLLEGE
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