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Dinesh Kumar

Senior Customer Support at Sutherland

Chennai

Work experience

Sutherland
- NowPresent

Sutherland Global Services Ltd
- NowPresent

Structured and upskilled an initial collaborative group into a fully independent team of 23 tenured agents, providing clear guidance on standard operating guidelines. Utilized MS Excel to monitor, calculate, and report daily and weekly team performance scores, ensuring transparency and accountability. Coached and mentored agents to maintain key operational goals, successfully driving the team to achieve an AHT (Average Handle Time) under 11 minutes and a 89% CSAT (Customer Satisfaction) score. Monitored workflow distributions, managed real-time contact queues, and supervised accurate parking or transferring of customer contacts to optimize queue efficiency.
Sutherland Global Services Ltd
- NowPresent

Audited customer interactions across chat and voice channels using Salesforce to evaluate compliance, process accuracy, and the RAP (Customer Experience Review) score. Analysed individual agent errors, identified knowledge gaps, and delivered targeted feedback to improve overall process quality and prevent critical errors. Compiled quality trend data to collaborate with team leaders, helping to proactively flag customer pain points and maintain high service delivery standards.
Sutherland Global Services Ltd
20206 yrs 6 mosPresent

Cross-trained to support 3 major international markets (Amazon North America, Amazon India, Amazon UK) across diverse domains using Salesforce and AC3 tools. Managed applicant lifecycle documents, resolved recruitment queries via live chat, coordinated interview schedules, and explained Day-1 benefits to candidates. Resolved high-friction customer complaints regarding missing items, empty boxes, incorrect deliveries, and shipment tracking. Spearheaded end-to-end customer assistance for the installation, delivery coordination, and warranty claims of large appliances. Troubleshooting complex financial queries including bank-end failed transactions, accidental double-payments, billing disputes, and digital recharges.

Education

Prof. Dhanapalan College

Bachelor of Commerce, Bank management

Prof. Dhanapalan College

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Dinesh Kumar on Tal

Headline

Senior Customer Support at Sutherland

Location

Chennai

Work experience

Senior Customer Support at Sutherland

Customer Operations Specialist at Sutherland Global Services Ltd, Structured and upskilled an initial collaborative group into a fully independent team of 23 tenured agents, providing clear guidance on standard operating guidelines. Utilized MS Excel to monitor, calculate, and report daily and weekly team performance scores, ensuring transparency and accountability. Coached and mentored agents to maintain key operational goals, successfully driving the team to achieve an AHT (Average Handle Time) under 11 minutes and a 89% CSAT (Customer Satisfaction) score. Monitored workflow distributions, managed real-time contact queues, and supervised accurate parking or transferring of customer contacts to optimize queue efficiency.

Quality Analyst at Sutherland Global Services Ltd, Audited customer interactions across chat and voice channels using Salesforce to evaluate compliance, process accuracy, and the RAP (Customer Experience Review) score. Analysed individual agent errors, identified knowledge gaps, and delivered targeted feedback to improve overall process quality and prevent critical errors. Compiled quality trend data to collaborate with team leaders, helping to proactively flag customer pain points and maintain high service delivery standards.

Customer Support Associate at Sutherland Global Services Ltd, 2020 - Present · 6 yrs 6 mos, Cross-trained to support 3 major international markets (Amazon North America, Amazon India, Amazon UK) across diverse domains using Salesforce and AC3 tools. Managed applicant lifecycle documents, resolved recruitment queries via live chat, coordinated interview schedules, and explained Day-1 benefits to candidates. Resolved high-friction customer complaints regarding missing items, empty boxes, incorrect deliveries, and shipment tracking. Spearheaded end-to-end customer assistance for the installation, delivery coordination, and warranty claims of large appliances. Troubleshooting complex financial queries including bank-end failed transactions, accidental double-payments, billing disputes, and digital recharges.

Education

Bachelor of Commerce, Bank management, Prof. Dhanapalan College

Dinesh Kumar - Senior Customer Support in Chennai | Tal