Prem Iyer

Reputable customer service professional brings strong customer service skills paired with in-depth knowledge of different CRM systems, and a vast experience connecting with customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications used in the customer service industry coupled with natural enthusiasm and flair in solving complex situations.

Experience:

Cin7 Orderhive: Technical Support Specialist: August 2022 - February 2023.

Cin7 Orderhive is USA’s SaaS-based inventory management software allowing users to organize their Orders and inventory of their stocks.

• Responsible for attending customer calls, chats, or Emails and assisting in troubleshooting or product training about the software.
• Trained customers in creating new products, adding images, assigning SKU’s and all necessary information to manage stock.
• Helped customers to synchronize the software and online shopping platforms such as Amazon, eBay, Woo Commerce.
• Configuring the software and mapping with external shipping company accounts such as UPS, FEDEX or 3rd party logistics systems.
• Handled irate customers and solved problems when faced issue in the product.
• Assisted customers on their report creation by analysing and advising on creating correct customized reports as per their requirement.
• Assisted customers to troubleshoot/fix the inventory management software for e.g. Freeze screen, Blank screen, or Software lagging issues.
• Coordinated and scheduled periodic meeting with clients to add new feature request in the software.
• Coordinated with developers based on customer feedback to improve the software and clearing bugs.

Maersk Line: Customer Service Specialist: March 2018 - August 2022.

Maersk line is a shipping carrier dealing with shipping of goods by exports or imports for its customers from one country to another country. Nike, BDP, Sealink, Khuene+Nagel and etc are their customers.

• Worked for USA Exports department, answering to customer queries via Email related to their shipments, container status, goods declaration, or documentation procedures required for exporting the goods.
• Connected with finance team and documentation team to get status of invoice and bill of lading when requested by customers.
• Connected with inland team of trucker and rail to find out exact ETA of shipment as and when requested by customer within the turnaround time.
• Coordinating with the documentation team in manifesting the original bill of lading for customer with the documentation details received and issuing verify copy to customer on request.
• Provided high level of customer satisfaction and first point resolution.
• Used dashboard to track daily performance over the set objectives and ensure all the key performance indicators are met. 
• Implemented agile methods which improved process and yielded better customer satisfaction feedbacks.
• Collaborated with different team members and optimized customer service process.
• Took ownership and performed multitasking in new process implementation of direct customer calling which reduced documentation manifestation error.
• Aligned new customized standard operating procedure as per customer request.

eClinicalWorks: MIPS Consultant Part of Business Analyst: September 2017 - February 2018.

ECW is an electronic medical record system software used by doctors across all the hospitals in USA. My position was Merit based incentive payment consultant, Business Analyst.

• As a part of Business analyst, trained doctors, and medical practitioners on using the functions in the software which will yield incentive when reported to government.
• Scheduled periodical meetings with clinical practice staffs to go through the reporting performed and correcting when needed.
• Reviewed reports before submitting it to government to ensure the data is correct, revalidating data and submitted year end reports to government.

Vodafone: Customer Service Senior Executive: April 2015 - August 2017

Vodafone is a telecommunications brand of UK supporting mobile plans, broadband plans to its customers across united kingdom.

• Addressed customer queries via live chat or call on customers concerns related to cellular Plans and pricing, billing, network issues and troubleshooting the devices or broadband devices.
• Worked in a call centre environment and followed the key matrix of Key performance indicators, customer satisfaction, Turn around time, Response time, Quality of service.
• Upsell new offers or schemes rolled by company and bringing business. 
• Retained customers who were willing to cancel the contract by offering them special discounts on plans, ensured to attract and retain the customers. 
• Enhanced productivity and customer service levels by anticipating needs and delivering.
• Taking part in escalation calls as and when indicated by the leader following the escalation matrix and ensure the customer receives a resolution as per business ethics but not at the cost of loss.

Post Graduate Diploma in Business Administration - March 2019 - Annamalai University, India

Bachelor of Science in Hospitality And Hotel Management - May 2012 - SRM University Affiliated To NCHMCT, India.