Nelvin Karakunnel
Hamilton,WKO
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Customer service specialist
Mercury Energy
Hamilton, Waikato
04.2023 - Current
- Delivering a superior customer experience internally and externally across all channels
- Support a zero errors and escalation culture through displaying an in-depth knowledge across all systems and products, supporting others through knowledge sharing.
- Build and maintain rapport with custmers.
- Identify customer needs and link associated Mercury products and services.
- Rapidly and proactively resolve customer issues at first point of contact through detailed knowledge of Mercury's processess and products and display high level of negotiation skill. Focusing on root cause identification and mitigation where trends are identified.
- Validate and accurately record customer information within Mercury's systems.
- Complete assigned special projects to agreed objectives.
- Proactively work with multiple businesss units to ensure an accurate and timely response to customer needs.
Support Worker
Frankton Park
Hamilton
02.2021 - 04.2023
- Provided emotional support to affected residents and victims and assisted in developing long-term recovery plans and goals.
- Liaised with community members, recommending resources and programs.
- Helped individuals to provide education and understanding of available social services.
- Supported clients in developing goals and social skills, improving individual wellness and productivity.
- Maintained professional and productive working relationships with community leaders and organizations to promote teamwork and boost rapport.
- Completion of required tasks as outlined in shift task lists or as outlined in individual clients support plans
Delivery Courier
Courier Post
Hamilton, WKO
07.2020 - 01.2021
- Established lasting relationships with customers by delivering packages on time, interacting professionally, and responding promptly to questions.
- Utilized GPS technology to navigate delivery routes and avoid traffic congestion.
- Processed payments and handled cash transactions to secure proper compensation.
- Conducted daily vehicle inspections and reported maintenance issues for immediate remediation.
- Maximized processes by managing delivery schedules and prioritizing based on urgency.
- Escalated issues to supervisor for immediate remediation.
- Contacted customers to confirm delivery details and locations.
- Managed delivery route for optimal use of time and fuel.
- Utilized communication devices to stay in contact with dispatch and provide real-time status updates.
- Loaded and unloaded packages onto delivery vehicles for proper storage and handling.
Shift Supervisor
KFC
Hamilton, WKO
04.2019 - 07.2020
- Analyzed sales figures and identified areas for improvement.
- Applied security, safety and loss prevention strategies during shifts.
- Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Completed daily financial activities and prepared weekly reports for management to inform decision-making.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Scheduled staff shifts to secure adequate coverage and productive workflows.
- Enforced company policies and regulations with employees.
- Completed store opening and closing procedures and balanced tills.
- Responded to and resolved customer questions and concerns.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
Sales Administrator
Style4u
Kerala, India
12.2015 - 01.2018
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
- Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
- Oversaw upkeep of equipment and physical condition of warehouse, identifying and ordering needed repairs, renovations, and replacements.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Informed customers of promotions to increase sales productivity and volume.
- Contributed to event marketing, sales and brand promotion.
- Negotiated contracts with clients and developed relationships with key personnel.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Promptly responded to inquiries and requests from prospective customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed timely and effective replacement of damaged or missing products.
Education
Graduate Diploma - Supply Chain And Logistics
Wintec
Hamilton, NZ03.2020
Bachelor of Arts - Finance And Taxation
Mahatma Gandhi University
Kerala, India06.2018
Skills
- Technical Support and Assistance
- Customer Inquiries
- Daily Logs
- Retail Sales Customer Service
- Active Listening
- Problem-Solving Ability
- Customer Relationship Management
- Store Maintenance
- Warehousing Functions
- Customer Service
- Team Development
- Stocking and Replenishing
- Customer experience
- Payment processing
Timeline
Customer service specialist
Mercury Energy
04.2023 - Current
Support Worker
Frankton Park
02.2021 - 04.2023
Delivery Courier
Courier Post
07.2020 - 01.2021
Shift Supervisor
KFC
04.2019 - 07.2020
Sales Administrator
Style4u
12.2015 - 01.2018
Graduate Diploma - Supply Chain And Logistics
Wintec
Bachelor of Arts - Finance And Taxation
Mahatma Gandhi University
Similar Profiles
Tahreem ZiaTahreem Zia
Process Improvement Specialist at Mercury EnergyProcess Improvement Specialist at Mercury Energy
Sreejith Sreenilayam SurendranSreejith Sreenilayam Surendran
Customer Care Specialist at Mercury EnergyCustomer Care Specialist at Mercury Energy
Julie VasquezJulie Vasquez
Sr Return Material Coordinator at Mercury Systems IncSr Return Material Coordinator at Mercury Systems Inc