Jayashankar Gopalakrishnan

Recipient of numerous accolades / recognition for outstanding work throughout career. Call Center Operations ~ Client Servicing ~ Administration ~ Training ~ Resource Management

Technical Support Associate - Sutherland Global Services - Chennai (India)

(2022-01 - 2022-06)

Worked as a Technical Support Associate for Acer Private Limited taking inbound calls and servicing customers who had problems with their hardware and software services in their devices.

Senior Associate-Technical Support - TechMahindra Limited - Bangalore (India)

(2018-11 - 2019-11)

Worked as a Senior Associate-Technical Support for Optus Telecom, an Australian process which is a B2B process and requires us to handle inbound calls and process email related queries for their end users and customers alike.

Senior Processing Executive - Infosys BPM Limited - Bangalore (India)

(2016-12 - 2018-11)

Worked as a Senior Processing Executive in British Telecom as an advisor providing solutions to customer's queries regarding their residential accounts and troubleshooting technical related issues.

Verifications Executive - First Advantage Global Operations Centre - Bangalore (India)

(2014-08 - 2015-09)

Worked as a Verifications Executive, collecting and verifying background details about the education, employment and various other credentials of different applicants in the company database.

Collections Assistant - Derby Debt Collection (FZC) - Dubai (UAE)

(2012-08 - 2014-05)

Worked as a Collections Assistant, a role that required us to meet daily targets and drive our efforts towards maximizing the profits earned by the company.

Senior Consultant (Voice) - Sutherland Global Services - Chennai (India)

(2011-04 - 2012-05)

Worked as a consultant for Bell Canada ISP services and provided round the clock support answering technical related queries and solving concerns with their internet services.

• Attended training sessions conducted for the updation and improvement in services.

Call Center Representative - Emirates National Bank of Dubai - Dubai (UAE)

(2007-11 - 2010-05)

Worked in DU Customer Care under Consumer Mobile Team and IPTV Migration (Home Services).

• Responsible for providing customer service and resolving customers’ queries related to the telecom provider's services.
• Calibrated calls and attained SLAs in compliance with the assigned quality norms & guidelines.
• Instrumental in achieving the set SLAs consistently in compliance with quality standards.

Customer Care Associate - Allianz Cornhill Information Services (ACIS) - Trivandrum (India)

(2005-02 - 2006-09)

Responsible for processing payments in insurance claims field using Coronet application to the company's policy holders in the insurance sector as per claims.

• Provided customer service and resolved customers’ process related queries.
• Attended periodic training on soft skills including voice and accent training.
• Mentored team members and conducted motivational exercises and other rewards & recognition programs to ensure individual and overall organizational efficiency.
• Achieved standards set by the company in terms of quality and other benchmarks.
• Successfully estimated salvage value of automobiles in UK salvage market, generating revenue from total loss vehicles using VSS application.

Customer Service Representative - MPhasis BPO / Msource India Pvt. Ltd. - Bangalore (India)

(2003-02 - 2004-01)

Worked for client, Capital One (Financial Institution in the U.S.A which dealt with public label credit cards), took over 100 calls per day and ensured customer satisfaction in each & every call.

• Responsible for selling products to customers and attaining the assigned standards set by the process and the client.
• Received customer satisfaction accolades from time to time.

Process Associate / Customer Service Representative - GE Capital International Services (GECIS) - Hyderabad (India)

(2001-09 - 2002-06)

Provided customer service to the customers of J C Penny.

• Underwent modules of voice and accent training to attain world class standards set by the call center.
• Attained customer satisfaction / accolades for delivering quality job and achieving targets.
• Achieved the company's high standards of quality of six-sigma.
• Received an award from the VP – Process - J.C Penny (Dept. Store, USA which dealt with private label credit cards) for excellent call taking procedures.

Post-Graduation - Personnel Management (Personnel Management / Industrial Relations) - National Institute of Personnel Management (NIPM), Trivandrum (2000)

B.Sc. - Chemistry - University of Kerala, Trivandrum (1997)