RAJKUMAR.

B
MOBILE NUMBER : +91-9677009438
Email Address : b.rajkumar02@gmail.com

Objectives
Seeking a challenging position in IT and Customer Service field where I can
be a creative and successful Middleware Administrator providing technical support with assure
quality customer service.
Experience Summary

 Retail Customer Service Representative skilled in answering questions and resolving

concerns quickly.

 Simultaneously processes payments and returns, organizes merchandise, and satisfies

customers. Collaborative team player with service-focused mind set.

 Process customer returns, answer questions about merchandise, and manage

exchanges.

 Respond to service inquiries and coordinate resolutions with management and floor
associates.

 Utilized innate analytical and people skills to quickly become a reliable, proficient
customer service representative able to work independently.

Professional & Academic Qualifications

 Bachelor of Engineering in electronics from Anna University, (2012-2016), with an

aggregate of 66%.

Technical Skills

 Middleware : IBM Web Sphere Application Server 8.0/8.5

 Operating system : Linux and Windows

Certifications

 IBM Middleware (WAS – Websphere Application Server)

 Core Java ( Massmind technologies – Chennai)
Professional Experience

Sutherland Global Service Private Limited.

Customer service associate – Team lead (Amazon.ca)
03-SEP-2016 – Till date

 Coordinated the daily operations of the common area ensuring for timely associate break
periods and smooth transition at shift changes.
 Provided direct supervision of a team of 20+ representatives.
 Set expectations, analyzed and managed performance, monitored schedule adherence,
and motivated performance.
 Monitored representatives for quality assurance and attended client calibration sessions
 Provided coaching, development, and two-way feedback to motivate a high performance
and productivity.
 Analyzed all areas of opportunity to develop, document, and implement employee action
plans for performance.
 Handled escalated calls to resolve concerns and complaints.
 Monitored and coached the team to successfully meet daily goals regarding Quality,
Adherence, Service Level and Average Handle Time (AHT).
 Maintaining Team shrinkage.
 Sending SL reports two hours once it includes the commitment given to clients and it will
be compared to target achieved by the team.
 Identifying errors and explaining them on how to avoid those errors.
 If managers are not available, I will take initiative and send reports to program head
regarding the status of chat and Email flow.
 Creating data base about our team performance and sharing them on daily basis.
 Ensuring all policies instructed by Amazon are followed.
 Have huddle with team and giving them motivational speech about their carrier growth.
 Ask team members to send their leave request and updating them to managers.
PERSONAL DETAILS:

 Father’s name : Mr. BARATHARAJ P

 Date of Birth
 Sex
 Marital Status
 Languages known
 Permanent Address
: 06th JUNE 1995
: Male
: Single
: English, Tamil, & (Telugu speaking only)
: 776,dr.ambedkar nager 11th cross street,4th main
West velachery, chennai
Pincode – 600042

DECLARATION:

I hereby declare that above mentioned information is correct up to my knowledge and I bear the
responsibility for the correctness above mentioned.

Place : Your’s sincerely,

Date : [RAJKUMAR.B].