Karthiga Sethuprakash

As client executive manages the overall relationship with a client, from identifying their needs and goals, to delivering solutions and value, to ensuring their satisfaction and loyalty

EMPLOYMENT HISTORY

Customer Support Executive Lead

MCDONALD'S, LONDON, UK Dec 2023 - Present

• Managed a team of customer support executives, providing leadership and guidance to ensure excellent customer service delivery.
• Oversaw the resolution of customer inquiries, complaints, and feedback through various channels, including phone, email, and social media.
• Conducted regular training sessions for customer support executives to enhance their communication skills and product knowledge.
• Analyzed customer data and feedback to identify trends and areas for improvement, implementing proactive solutions to address issues.
• Collaborated with cross-functional teams, including operations and marketing, to implement customer-centric initiatives and promotions.
• Monitored key performance indicators (KPIs) to track team performance and identify opportunities for optimization.

UNITED AIRCON Jan 2018 – Sep 2023

• Provided administrative support to a dynamic team, including handling customer inquiries and managing office supplies.
• Assisted with data entry, maintaining accurate records in company databases.
• Organized and scheduled meetings, ensuring all necessary materials were prepared in advance.
• Contributed to the preparation of detailed reports and presentations for management.
• Coordinated with various departments to ensure smooth office operations. Assisted the sales team with handling and distributing incoming calls, ensuring prompt and professional responses.
• Entered and reviewed intercompany orders in CRM, maintaining accuracy and efficiency.
• Prepared customer order confirmations by cross-checking purchase orders against sales orders for accuracy.
• Coordinated with the warehouse to collect pick lists and update tracking numbers in CRM.
• Maintained communication with customers regarding order changes, delivery dates, EOL product alternatives, and split order quantities.
• Filed customer purchase orders and internal order paperwork post-fulfillment, ensuring organized records.
• Checked customer orders for special terms, flagging and escalating unusual matters appropriately.
• Supported the sales team with processing quotes and updating customer information.

EDUCATION

Master Degree – MSc. International Business with Advanced Practice

Ulster University, London | Sep 2023–Pursuing

Bachelor Degree – Electronics and Communications Engineering

Sri Ramanujar Engineering College, Chennai India | June 2014–Apr 2017

Diploma – Computer Engineering SRM University, Chennai, India |June 2011-May 2014

High School –

Shri A Ganesan Matriculation Higher Secondary School, India | Apr 2011