Tableau
Sandra Mannaravalappil
Panama City ,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
42
42
years of professional experience
Work History
CSR II Banking , PrePaid Debit Cards
TTEC.COM
12.2023 - Current
- Managed timely and effective replacement of damaged or missing products.
- Provided primary customer support to internal and external customers.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Answered 50-60 day customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Met customer call guidelines for service levels, handle time and productivity.
Senior Fraud Analyst, PrePaid Debit Card EDD
TTEC
01.2023 - 12.2023
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
- Reviewed transactions and receipts to identify any suspicious activity.
- Conducted forensic analyses of financial records to identify fraudulent activity and accurately report findings.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Skilled at working independently and collaboratively in team environment.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with strong work ethic.
- Strengthened communication skills through regular interactions with others.
- Applied effective time management techniques to meet tight deadlines.
- Self-motivated, with strong sense of personal responsibility.
- Paid attention to detail while completing assignments.
- Gained extensive knowledge in data entry, analysis and reporting.
- Managed time efficiently in order to complete all tasks within deadlines.
CSR
Ttec (TeleTech) - HealthCare Solutions
03.2022 - 12.2022
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Served as liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Conducted thorough research to provide accurate information to customers regarding product specifications or usage guidelines.
- Managed high call volumes, maintaining professional demeanor during peak hours and effectively multitasking in fast-paced environment.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Demonstrated empathy and active listening skills, resulting in higher rate of customer satisfaction and repeat business.
- Self-motivated, with strong sense of personal responsibility.
- Worked flexible hours across night, weekend, and holiday shifts.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Paid attention to detail while completing assignments.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in team setting, providing support and guidance.
Freelancer, Multiple Contracts
Arise Platform
01.2017 - 12.2021
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained thorough knowledge of products and services to provide accurate information to customers.
- Managed high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Resolved concerns with products or services to help with retention and drive sales.
- Promptly responded to inquiries and requests from prospective customers.
- Documented and detailed calls and complaints using call center's CRM database.
- Detailed payment options and explained price, receipt and billing details to customers.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Responded proactively and positively to rapid change.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adapted quickly to new technologies introduced into call center environment, utilizing tools effectively during customer interactions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Processed debit and credit card and electronic check payments.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered prompt service to prioritize customer needs.
- Maintained and managed customer files and databases.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Consistently met or exceeded performance goals, contributing to overall success of call center.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Television Host
The South Charlotte Chef
10.2010 - 12.2016
- Established rapport with guests, eliciting insightful responses through thoughtful questioning techniques.
- Promoted upcoming episodes on social media platforms, driving viewership numbers higher for key time slots.
- Utilized humor and wit effectively during interviews, creating memorable moments that resonated with audiences long after broadcast concluded.
- Set inviting tone for each episode by greeting viewers warmly at beginning of every broadcast.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Prepared meals from scratch using authentic, popular recipes to generate repeat business.
Restaurant Owner
The South Charlotte Chef
07.2011 - 10.2016
- Negotiated favorable lease terms with property owners, securing prime location spots at reduced rental rates.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Sourced vendors, negotiated contracts, and managed efficient deliveries of high-quality supplies.
- Collaborated with designers to create visually appealing website and social media presence, which led to increased online reservations and inquiries.
- Coordinated with catering staff to deliver food services for special events and functions.
- Maintained positive relationships with local community and government officials.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
Real Estate Broker/Residential Realtor
Multiple
02.2006 - 07.2010
- Monitored contract execution to verify complete fulfillment of terms.
- Generated leads and qualified prospects, facilitating smooth property transactions.
- Stayed current on industry trends and market fluctuations by attending professional development courses, conferences, and networking events.
- Compared properties possessing similar features to determine competitive market prices.
- Helped clients navigate transactions, complete paperwork and finalize sales or purchases.
- Collaborated with mortgage brokers, attorneys, and other stakeholders to expedite processes while maintaining clear communication channels throughout each transaction.
- Cultivated lasting relationships with past clients through consistent follow-up contact to support their ongoing real estate needs or concerns.
Automotive Finance Manager
Multiple
01.1982 - 05.2005
- Identified opportunities to cross-sell and upsell loan products to customers.
- Consistently achieved monthly performance targets through strategic planning and execution of innovative financing solutions.
- Developed strong relationships with banks, credit unions, and other lending institutions to secure best financing options for customers.
- Ensured compliance with federal regulations and company policies regarding automotive financing transactions.
- Collaborated with sales managers to develop effective strategies for overcoming financial obstacles during vehicle negotiations.
Education
GED -
Greenwich High School
Greenwich, CTSkills
- De-Escalation Techniques
- Critical Thinking
- Microsoft Outlook
- CRM Software
- Computer Proficiency
- Microsoft Office
- Call center experience
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Timeline
CSR II Banking , PrePaid Debit Cards
TTEC.COM
12.2023 - Current
Senior Fraud Analyst, PrePaid Debit Card EDD
TTEC
01.2023 - 12.2023
CSR
Ttec (TeleTech) - HealthCare Solutions
03.2022 - 12.2022
Freelancer, Multiple Contracts
Arise Platform
01.2017 - 12.2021
Restaurant Owner
The South Charlotte Chef
07.2011 - 10.2016
Television Host
The South Charlotte Chef
10.2010 - 12.2016
Real Estate Broker/Residential Realtor
Multiple
02.2006 - 07.2010
Automotive Finance Manager
Multiple
01.1982 - 05.2005
GED -
Greenwich High School
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