Sonia Merwin

SONIA MERWIN 170/7, 4th Avenue, Anna Nagar, Chennai – 40. Contact No:-E-Mail :- 8 Years of Experience in Customer Service, 1 year of Experience in Quality Audit & Training. PROFESSIONAL SUMMARY Experience in the customer service, voice process & semi - Voice process (Chats and emails), Payment and chargeback , Team Management, Quality Audit and Training. Effective Relationship management & interpersonal skills. Experience in the area of training agents to provide excellent Customer service & Sales and to attain outstanding Customer Satisfaction. Having hands-on experience on the payment gateways. TECHNICAL SKILLS   Operating Systems:Windows 2008, 2007, XP, 98 , Vista Job Skills: Aster Dialer, Ameyo, Happyfox, Fresh Desk, Skype & Exotel Chargebacks:BrainTree, Paypal, Amex, ICICI and CCAvenue. Payment Gateways: BrainTree, Paypal, PaypalPro, Secure Trading, ICICI and CCAvenue. EMPLOYMENT SUMMARY Working with Net Avenue Technologies From January 2012 to Till Date Working as Quality Audit & Trainer Training new agents on the process Conduct one on one session on the agent's performance Live barging & Call Monitoring (Ongoing calls & Recorded calls) Audits for calls, emails and chats to be done on daily basis Based on the feedback given training section will be conducted. Perform Quality Audits, Evaluation & Calibration Provide report & quality analysis of agents Audit agents Calls, Chats & Emails, publish their scores Conduct one on one session on the agent's performance Worked as Payment Team Lead & SME Joined the organization as a Customer Service Executive Promoted as Subject Matter Expert & become a Lead of the Payment Team Prepared Customer Service Process & Payments Manual for the team Gave ideas on identifying fraudulent customers and transactions. DUTIES Preparing daily workloads for staff & co-ordinating the daily allocation of work. Motivating the team to achieve high standards and KPI targets. Handling the chargebacks which we have received from customers and acting as the face of the business. Dealing with and resolving problems and issues which arise. Mentoring and training up junior and new staff. Monitoring & reporting on standards & performance targets. Arranging & chairing weekly team meetings Implementing new initiatives. Involved in the recruitment of new staff. Appreciate team members and creates a positive working environment. Providing prompt and accurate information on individual performance. KEY SKILLS AND COMPETENCIES Proven ability to manage through others. Strong decision making and problem solving skills. Able to motivate and lead others in a team environment. Excellent communication skills, both written and verbal. An ability to build rapport and trust quickly with work colleagues. Able to prioritize tasks and workloads depending on priority Worked in MMC InfoTech From July 2010 - Dec 2011 Responding to the customers query through emails. Coordinating with the other teams. Managed conflicts between the employees. EDUCATION Degree Institute Pass Out (Year) Class B.E (Electrical And Electronics) C.S.I. Institute Of Technology, Nagercoil (Monomania Sundaranar University) 2003 1st 12th C.S.I.Matriculation Hr. Sec. School, Nagercoil (State Board) 1999 Distinction 10th C.S.I.Matriculation Hr. Sec. School, Nagercoil (Matric Board) 1997 Distinction PERSONAL DETAILS  Husband’s Name:Merwin Pandian  Date of Birth:31st October1981  Sex:Female  Marital Status:Married  Languages Known:English, Tamil and Malayalam Place: Anna Nagar Date: (Sonia Merwin)