Sibitha Bhaskaran
Customer Service Professional with 15+ years of experience
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About
Self-motivated Customer Service Professional with over 15 years of experience in Customer Service, Operations, Sales and Team leadership. Proven ability to manage high-volume customer interactions across Phone, Email, Chat, and Digital Platforms while resolving complaints and maintaining high customer satisfaction. Skilled in upselling, CRM systems, and supported end-to-end recruitment activities including screening, interviewing, and candidate selection.
Holds a Postgraduate Diploma in Business Administration and brings strong multitasking, communication, and problem-solving abilities in fast-paced environments.
Experience
Associate - TJX Canada (Winners Merchants Int'l L.P.) - Edmonton, Canada
(2025-11)
- Deliver exceptional customer service by greeting customers and assisting with product inquiries and purchases.
- Handle cashiering, POS transactions, returns, and maintain accurate cash handling procedures.
- Support store operations including fitting room assistance, stock organization, and merchandising.
- Resolve customer concerns promptly ensuring a positive shopping experience.
- Collaborate with team members to achieve store performance goals.
Operations Manager - Angel Broking - Mumbai, India
(2023-04 - 2023-07)
- Led a team of 20 inbound customer service associates handling service inquiries and escalations.
- Monitored KPIs such as CSAT, AHT, and service levels to improve performance.
- Managed complaint resolution and ensured adherence to company processes.
- Coordinated with cross-functional teams to streamline workflow and improve service quality.
Assistant Manager - Motilal Oswal & IIFL Securities Ltd. - Mumbai, India
(2017-10 - 2022-12)
- Managed outbound sales and customer service teams achieving monthly targets.
- Prepared performance reports and supported recruitment activities including interviews and screening.
- Built strong client relationships and ensured customer retention strategies.
- Handled customer complaints, follow-ups, and service confirmations.
Deputy Manager - Kotak Mahindra Bank - Mumbai, India
(2016-12 - 2017-09)
- Provided banking solutions and cross-sold financial products.
- Generated leads, scheduled client appointments, and ensured timely follow-ups.
- Resolved customer service issues and escalated complex cases as per policy.
Senior Officer - ICICI Bank - Mumbai, India
(2006-06 - 2011-01)
- Responded to customer inquiries via phone and email professionally.
- Maintained accurate CRM records of customer interactions and transactions.
- Investigated complaints and coordinated with departments for resolution.
- Recommended process improvements to enhance customer experience.
Freelancer - Ace Ink Stock Broking
(2024-01 - 2025-05)
- Assisted clients with stock trading queries and account coordination.
Specialist - Sterling
(2013-07 - 2014-11)
- Conducted background verification including employment and education checks.
Executive - Capita India Pvt Ltd
(2011-01 - 2012-06)
- Claims processing, data entry, and customer support.
Executive - Wana Talk Solutions
(2014-11 - 2016-12)
- Provided chat support and sales assistance to customers.
Education
Bachelor of Commerce - Commerce - Mumbai University (2004 - 2007)
Postgraduate Diploma - Business Administration - Symbiosis (2008 - 2010)
