Sithara Koroth Ayyathan
Dubai,U.A.E
Summary
Client Relationship Officer with a proven track record of building strong, long-lasting client partnerships and driving customer satisfaction. Skilled in swiftly resolving client issues, improving retention rates, and earning positive feedback. Known for enhancing engagement strategies, boosting client loyalty, and increasing service uptake.
Overview
12
12
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Client relationship officer
Commitbiz LLC
Dubai, UAE
12.2022 - Current
- Delivered comprehensive training programs to staff members on handling client queries effectively.
- Conducted training sessions on various licensing procedures, visa processes, and labor regulations, equipping team with knowledge to navigate authority requirements effectively.
- Successfully led a team of 9 members in the absence of team lead, ensuring seamless operations, maintaining productivity, and supporting team objectives.
- Ensured adherence to company policies during all interactions with clients.
- Managed multiple accounts simultaneously, demonstrating excellent organizational skills and attention to detail.
- Streamlined internal processes, enhancing efficiency in dealing with client issues.
- Worked closely with sales teams for achieving set monthly targets.
- Collaborated with other departments to improve overall service delivery to clients.
- Handled critical situations calmly under pressure; defused potential conflicts swiftly, maintaining professionalism at all times.
- Maintained daily communication with authorities for follow-ups, ensuring clients were consistently updated with process, building trust and transparency throughout.
- Nurtured positive customer relationships to increase satisfaction and loyalty.
- Communicated client feedback to leadership teams and identified improvement possibilities.
Customer support specialist
NR Doshi & Partners
Dubai, UAE
06.2022 - 12.2022
- Trained clients on effectively using the supplier portal for order management and invoicing, ensuring smooth and efficient transactions.
- Provided professional and helpful support to new and existing clients.
- Participated in teams meetings with the Head of Operations and department heads to provide training on utilizing the supplier portal, enhancing efficiency.
- Updated account information after customer calls for well-maintained data accuracy.
- Built positive customer rapport through friendly, professional communication.
HR Intern
Universal Tribes
Pune, India
02.2022 - 05.2022
- Worked for global projects Aarambh 3.0 , a team of 50HR interns, 200 sales and marketing interns & 1 Marketing Manager, Along with it generated the revenue of 5.0lac INR
- Able to recruit 10FTEs by developing effective job descriptions and posting them on various social media platforms and job platforms.
- Managed to recruit potential marketing candidates through efficient and effective sourcing, screening and selection process.
- coordinated with the team to develop and constantly update job descriptions and specifications which helped the team to find potential candidates.
- Able to maintain friendly and professional relationship with the candidates while interviewing them which made them comfortable to attend the interview process.
- Act as a point of contact and build influential candidate relationships during employee onboarding process.
- Coordinated induction training and onboarding procedures for seamless hiring operations.
Despatch Coordinator/ Fault Management Engineer
Nokia Seimens
Chennai, India
11.2015 - 04.2019
- Delivered remote technical assistance to site engineer at the time of critical faults.
- Advocated cluster based operation and maintenance procedure, meeting Nokia standards.
- Guided site engineers by providing them with accurate deals about the fault and be able to convince them to visit the site to fix the fault within SLA.
- Using multitasking skills able to monitor and report priority faults in a timely manner and fix them within SLA which helped the organization from paying unnecessary fines.
- Made sure to frequently update the software tools and database about the fault from reoccurrence till it has been fixed which results in generating accurate weekly and monthly reports.
- Able to communicate effectively with public authorities to provide company technician to access the site for maintenance which made site accessible for the technician without having to wait for prior approval.
- Collaborated with state leads in weekly and monthly meetings with clients and discussed the meeting minutes with team members to improvise the efficiency and effectiveness of resolving a faults before deadline.
- Maintained positive relationship and timely communication with the clients, state leads, site engineers, contractors and vendors which results in smooth operations and as a result be able to provide best customer service.
Technical Support Engineer
HCL
Chennai, India
01.2013 - 08.2015
- Took ownership of customer issues reported and see problems through to resolution.
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
- Assist the customers to install and use system applications and software.
- Generated more sales by helping new customers to purchase broadband and telephone equipment and provide remote assistance to installing the same.
- Able to retain value customers by providing remote assistance to fix Email services like Gmail and Microsoft Outlook configuration and other software issues.
- Assist the customer with billing and queries related to their payments.
- Handled complaints from the customers and delivered best customer service by fixing them within SLA.
- Initiated to track customer orders and making sure to deliver the product within the promised me which results in customer satisfaction and I have been appreciated for the timely response.
- Followed standard procedures for proper escalations of unresolved issues to the appropriate internal teams with timely communication through phone calls and emails.
- Documented action plans and procedure followed during each customer interactions which results in up to date database to be useful for generating weekly and daily reports on sales, support, complaints etc.
- Generated weekly and monthly agenda for the team to reduce complaints from the customers and provide them with beer products, services and assistance.
Education
Master of Business Administration - Human Resource Management
Pondicherry University
India 08.2019 - 10.2021
Bachelor of Engineering - Electronics and Communications engineering
Anna University
India 04.2008 - 08.2012
Skills
- Recruitment and selection
- HR management
- Training employees
- KPI management
- Project coordination
- Team management
- Microsoft Office Suite expertise
- Consultative approach
- Social media platforms expertise
- CRM systems expertise
- Relationship Management
- Client retention
- Client management
Additional Information
- Nationality : Indian
- Date of Birth : 30-05-1990
- Visa Status : Visit Visa
- Marital Status : Married
Certification
- Human Resource Management certified
- Fundamentals of Digital Marketing certified
Languages
Malayalam
English
Hindi
Tamil
Timeline
Client relationship officer
Commitbiz LLC
12.2022 - Current
Customer support specialist
NR Doshi & Partners
06.2022 - 12.2022
HR Intern
Universal Tribes
02.2022 - 05.2022
Master of Business Administration - Human Resource Management
Pondicherry University
08.2019 - 10.2021
Despatch Coordinator/ Fault Management Engineer
Nokia Seimens
11.2015 - 04.2019
Technical Support Engineer
HCL
01.2013 - 08.2015
Bachelor of Engineering - Electronics and Communications engineering
Anna University
04.2008 - 08.2012
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