Languages Spoken
ADISAYA UNNIKRISHNAN
Dubai,United Arab Emirates
Summary
Results-driven Customer Service Professional with over 3 years of experience in managing high-volume interactions and resolving complaints in fast-paced settings. Expertise in effective communication, problem-solving, and relationship management across multichannel support, including phone, email, and chat. Holds a Bachelor's Degree in English Literature and a Diploma in Airport & Airline Management, with a strong foundation in airline operations and customer service standards.
Overview
4
4
4
4
years of professional experience
Work history
Senior Call Coach – Customer Service Operations
Allianz
Thiruvananthapuram, India
2025.02 - 2025.12
- Led and coached team of 30+ customer service advisors, improving service quality and customer satisfaction scores.
- Monitored real-time performance metrics, including SLA, response time, and customer satisfaction scores.
- Guided advisors in addressing customer concerns, enhancing solution-based service delivery.
- Led daily team briefings to reinforce communication standards, and service excellence.
- Coordinated with internal teams to ensure seamless customer support operations.
Senior Associate – Escalation Desk
Allianz
Thiruvananthapuram, India
2024.06 - 2025.01
- Handled high-stakes cases using diplomacy and tact with customers daily.
- Showed care, patience, and empathy during customer conversations for personalization.
- Coached team members on escalation protocols to improve day-to-day efficiency.
- Trained staff on escalation matrix use for resolving critical issues quickly.
- Answered 50+ customer calls per day and achieved timely resolutions.
- Resolved urgent issues immediately to prevent further complications and dissatisfaction.
- Investigated customer concerns and delivered structured service recovery to retain customers.
- Built strong customer relationships through professional communication and problem-solving.
- Owned end-to-end complaint handling and resolution within established procedures.
Senior Associate – Customer Service
Allianz
Thiruvananthapuram, India
2022.02 - 2024.05
- Achieved performance targets related to SLA, quality, and customer satisfaction metrics.
- Resolved customer queries, complaints, and service requests to enhance overall customer experience.
- Managed 50–70 customer interactions daily while maintaining SLA and quality targets above 95%.
- Documented customer interactions in CRM systems, ensuring timely follow-up to promote customer satisfaction.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Onboarded, mentored, and coached new team members and junior associates, supporting seamless integration, knowledge sharing, and professional development to improve overall team performance.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and organization.
ALLE Team Member – ALLIANZLIFE Engagement Team
Allianz
Thiruvananthapuram, India
2023.01 - 2025.12
- Chosen for three consecutive years as Engagement team member due to leadership potential and performance.
- Coordinated employee engagement activities and internal communications to enhance team morale and collaboration.
- Collaborated with cross-functional teams to align operational responsibilities, and support project goals.
- Coordinated programs and celebrations for well-being.
Education
Bachelor of Arts - English Literature
Bharathiyar University
Coimbatore 2022.06 - 2025.09
Diploma - Airport & Airline Management
State Resource Centre Community College
Trivandrum, India 2019.06 - 2021.08
Skills
- Performance monitoring and KPI tracking
- Customer service expertise
- Complaint resolution and service recovery
- Customer retention strategies
- Quality monitoring and leadership
- Employee engagement and coaching
- Escalation management skills
- CRM systems knowledge
- Multichannel support capabilities
- Team leadership
LANGUAGES
English
Fluent
Hindi
Fluent
Malayalam
Native
Konkani
Fluent
Tamil
Upper intermediate
Accomplishments
- Promoted to Senior Call Coach within 3 years
- Selected for Escalation Desk Operations
- Received 13 Oskar Recognition Awards for Service Excellence
- Consistently achieved high SLA and quality performance scores
AVIATION & CUSTOMER SERVICE TRAINING
- Passenger Handling & Airport Operations
- Airline Reservation & Ticketing Concepts
- IATA Customer Service Standards
- Travel Documentation Awareness
- Aviation Safety & Operational Procedures
Technical Skills
CRM Platforms: Salesforce, OnBase Unity Client , Versatul, ID3, INCHARTA, Taxport
Quality Monitoring Tools: NICE
MS Office: Excel, Word, PowerPoint
Timeline
Senior Call Coach – Customer Service Operations
Allianz
2025.02 - 2025.12
Senior Associate – Escalation Desk
Allianz
2024.06 - 2025.01
ALLE Team Member – ALLIANZLIFE Engagement Team
Allianz
2023.01 - 2025.12
Bachelor of Arts - English Literature
Bharathiyar University
2022.06 - 2025.09
Senior Associate – Customer Service
Allianz
2022.02 - 2024.05
Diploma - Airport & Airline Management
State Resource Centre Community College
2019.06 - 2021.08