SHIJU MATHEW
Christchurch,CAN
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 behaviours, understanding customer desires and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Restaurant General Manager
KANTHARI RESTAURANT
11.2021 - 11.2023
- Effectively managed labor costs by monitoring productivity levels among staff members and making strategic scheduling decisions.
- Reconciled cash and credit card transactions to maintain accurate records.
- Maximized quality assurance by completing frequent line checks.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Developed unique events and special promotions to drive sales.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
Storekeeper
HORIZON FISHERIES PVT LTD
12.2016 - 10.2021
- Sorted and delivered materials to different work areas and staff.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Minimized losses due to spoilage or damage by implementing proper handling techniques and storage conditions for goods.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained high levels of customer service, addressing inquiries and resolving issues promptly.
Reservation Executive
OG's KANTHARI
03.2015 - 04.2016
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Handled billing information over phone.
- Conducted regular reviews of reservation policies and procedures, recommending updates as needed to streamline operations.
- Assisted in resolving guest complaints, leading to higher overall satisfaction ratings.
Call Center Executive
Aegis BPO
01.2014 - 01.2015
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Recognized as a top performer among peers, consistently achieving high rankings in key performance metrics such as customer satisfaction scores and revenue generation.
- Managed high call volume, maintaining a professional demeanor and ensuring accurate information was relayed to customers.
Call Center Representative
HGS - Hinduja Global Solutions
05.2013 - 12.2013
- Boosted customer service satisfaction ratings through consistent quality control.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Implemented and developed customer service training processes.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Maintained up-to-date knowledge of product and service changes.
Education
GNIIT - Computer Software And Media Applications
NIIT
DELHI, INDIA08.2012
Skills
- Relationship Building
- Calm Under Pressure
- Understanding Customer Needs
- Problem Resolution
- Issue and Complaint Resolution
Hobbies
- Fishing
- Traveling
Timeline
Restaurant General Manager
KANTHARI RESTAURANT
11.2021 - 11.2023
Storekeeper
HORIZON FISHERIES PVT LTD
12.2016 - 10.2021
Reservation Executive
OG's KANTHARI
03.2015 - 04.2016
Call Center Executive
Aegis BPO
01.2014 - 01.2015
Call Center Representative
HGS - Hinduja Global Solutions
05.2013 - 12.2013
GNIIT - Computer Software And Media Applications
NIIT
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