George Sebastian
International City, Dubai
Summary
Dynamic senior customer service executive with a proven track record of driving team success through meticulous attention to detail and exceptional organizational skills. Possesses a deep understanding of customer service principles, complemented by specialized training in phone and email etiquette. Committed to continuous learning and professional growth, demonstrating strong motivation to excel across diverse industries. Eager to leverage expertise and determination to deliver outstanding results and elevate the customer experience.
Overview
18
18
years of professional experience
Work History
Enterprise Fulfillment Associate
Emirates Integrated Telecommunications Company
01.2020 - Current
- Built strong rapport with customers using exceptional communication and relationship-building skills, increasing client retention
- Experience in activations, Back office agent, Control unit handling LE/KEY Customers
- Expert in DSP activations/creating activities & tracker.
- Efficiently processed customer correspondence, reducing communication delays for improved client satisfaction ratings
- Reached KPIs by efficiently handling enquiries while delivering genuine service
- Responded quickly to email & offering prompt solutions to maintain customer satisfaction
- Promptly replying to customer queries.
- Being the go to person for the field team incase they have queries.
Debt Collection Specialist
Tahseel - Hadaf ALKhaleej Debt Collection
06.2019 - 12.2019
- Used skip tracing and other techniques to locate debtors
- Negotiated customer repayment plans, consistently maximizing early payments to reduce debt recovery time
- Worked in call-center environment handling manual and automatically dialed outbound calls
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Subject Matter Expert
Proexce Education Online LLP
04.2017 - 12.2019
- Online tutoring all over the globe
- Responding to complaints from customers and give after-sales support when requested
- Organize the schedule and achieve the target assigned by the management
- Ensuring the whole sales process moves smoothly, professionally and client expectations are met.
Manager
Thava Indian Restaurant
06.2014 - 02.2017
- Analyzed and plan restaurant sales levels and profitability
- Organized marketing activities, such as promotional events and discount schemes
- Maximized brand awareness through targeted marketing strategies
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Employed outstanding communication and conflict-resolution abilities to deftly resolve customer complaints.
Process Associate
UST Global Services Pvt Ltd
02.2012 - 05.2014
- BPO Operations of Multinational Company engaged in online trouble shooting of leading Supermarket's online system in US and Canada including support services, Escalation and follow-up of cases requiring further action
- Managed over 50 customer calls per day and increased customer satisfaction by providing prompt resolutions and TAT
- Built strong rapport with customers using exceptional communication and relationship-building skills, increasing client retention
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
- Set appointments with field teams to carry out service changes or deliver new products
- Managed orders from first contact to completion
- Collated and processed high-volume data to support technical research.
Senior Consultant
Sutherland Global Services Pvt Ltd
07.2009 - 10.2011
- Worked for Multinational Company engaged in billing and sales of one of leading ISP's in US and Canada including support services, handled customer inquiries, complaints, billing questions and payment extension/service requests of U.S Customers
- Expertly de-escalated objections and disputes, handling professionally and efficiently to maintain customer satisfaction
- Recorded and processed customer data accurately, employing attention to detail to ensure error-free information.
- Determined areas for improvement and implemented processes to alleviate problems.
- Analyzed problematic areas to provide recommendations and solutions.
Customer Service Representative
Nest Technologies Pvt Ltd
03.2008 - 01.2009
- Online support for U.S & Canada VoIP Cards
- Exceeded targets by delivering comprehensive and consistent service
- Warmly greeted customers with positive telephone etiquette, asking well- rounded questions to identify issues
- Offered detailed product and service advice based on customer needs
- Escalated complex issues quickly to supervisors to avoid lost revenue
- Audited calls and service levels to maintain high standards.
Education
BBA - Business Administration
N.I.M.S Maharashtra
High School Diploma -
Govt.Higher Secondary School
KochiHigh School Diploma -
St Alberts High School
Skills
- IT proficient
- Customer Service
- Du System Knowledge
- Excellent Communication skills
- Du enterprise Mobile/Fixed Products and Services Knowledge
- Expert in activations
Timeline
Enterprise Fulfillment Associate
Emirates Integrated Telecommunications Company
01.2020 - Current
Debt Collection Specialist
Tahseel - Hadaf ALKhaleej Debt Collection
06.2019 - 12.2019
Subject Matter Expert
Proexce Education Online LLP
04.2017 - 12.2019
Manager
Thava Indian Restaurant
06.2014 - 02.2017
Process Associate
UST Global Services Pvt Ltd
02.2012 - 05.2014
Senior Consultant
Sutherland Global Services Pvt Ltd
07.2009 - 10.2011
Customer Service Representative
Nest Technologies Pvt Ltd
03.2008 - 01.2009
High School Diploma -
St Alberts High School
BBA - Business Administration
N.I.M.S Maharashtra
High School Diploma -
Govt.Higher Secondary School
Languages
- English
- Malayalam
- Hindi
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