Vijay Arnold

Customer service expert with over three years of experience in operations and data analysis, specializing in real-time performance metrics. Adaptable professional with a strong work ethic and proven ability to work unsupervised. Skilled in customer relationship management and quick learning of new systems.

Committed to driving service improvements and operational efficiencies. Results-driven Customer Service Collections Representative with expertise in enhancing customer satisfaction through effective communication and empathy. Proven ability to streamline service delivery and develop payment plans that reduce outstanding debts.

Customer Service Collections Representative - Mphasis - Bangalore, IN

(2025-01)

• Handled account inquiries, providing clear payment options and resolving customer concerns.
• Developed effective payment plans, enhancing customer satisfaction and reducing outstanding debts.
• Collaborated with cross-functional teams to improve service delivery and streamline processes.
• Educated customers on credit impacts of non-payment, fostering informed decision-making.
• Generated reports on productivity and attendance, providing insights for workforce optimization.

Workforce Real Time Analyst - Alorica - Bangalore, IN

(2024-02 - 2024-12)

• Optimized real-time performance metrics for a global client base.
• Collaborated with cross-functional teams for agent performance tracking.
• Developed reports on employee productivity, overtime utilization, and attendance trends.
• Maintained records of employee absences and tardiness.
• Provided data-driven staffing strategies and operational efficiencies.
• Utilized Excel tools for data analysis and performance insights.
• Identified potential risks and proposed mitigation solutions.
• Monitored real-time data to ensure optimal workforce scheduling.

Customer Service Representative - Alorica - Bangalore, IN

(2022-10 - 2024-02)

• Managed customer inquiries, ensuring quick and efficient responses to improve satisfaction.
• Answered customer inquiries and provided accurate information regarding products and services.
• Extracted insights from customer feedback and data, contributing to improved service processes.
• Coordinated with internal teams to ensure alignment and delivery of high-quality service.
• Bettered customer experience by delivering reliable responses to customer queries.
• Updated the ticketing tool with accurate customer concerns and helpful feedback.
• Committed to providing product information in a helpful and informative manner.

Customer Service Representative - Fresh to home - Ban, IN

(2022-05 - 2022-10)

• Bettered customer experience by delivering reliable responses to customer queries.
• Updated the ticketing tool with accurate customer concerns and helpful feedback.
• Committed to providing product information in a helpful and informative manner.
• Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues, etc.

Bachelor of Science - Mathematics - St Joseph's University, Bangalore (2020-09)