Summary
Overview
Work history
Education
Skills
Languages
Personal Information
Timeline
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Sujan Ninthikal

Sujan Ninthikal

Sharjah

Summary

A dedicated and detail-oriented Senior Customer Service Associate with extensive experience in U.S. number portability. Skilled in managing complex customer interactions, resolving porting issues, and ensuring seamless number transfers between telecommunications service providers. Proven ability to andle high-pressure situations with efficiency and professionalism, while maintaining a strong focus on customer satisfaction and compliance with regulatory standards. Adept at collaborating with cross-functional teams to improve processes and enhance service delivery. Passionate about delivering top-tier customer support in a dynamic, fast-paced environment.

Overview

6
6
years of professional experience
2023
2023
years of post-secondary education

Work history

Senior Customer Service Associate – Telephone Number Portability

Firstsource Solutions Limited
11.2020 - 04.2024
  • Prepare Non-Complex and Project Local Service Requests (LSR) s via carrier applications
  • Reviews all port in and port out orders from Resellers or Bandwidth customers for accuracy.
  • Obtains LOA, Bill Copies, and CSR if available to assist with port request.
  • If CSR is available, verifies and validates CSRs to ensure all of the numbers to be ported are reflected.
  • Tracks submitted Port orders to ensure Firm Order Confirmation (FOC) is received within requested timeframes.
  • Resolves order rejects in a timely manner and escalates as needed.
  • Communicate with all internal departments, i.e. Project Managers, Voice Specialists, MACD, Account Managers, etc. to respond to customer questions and resolve LNP issues.
  • Confirm Firm Order Confirmation (FOC) and/or verify LSR status received within regulated timeframes with zero downtime for our customers.
  • Create support tickets and monitor status with our porting vendors as needed on LSR issues.

Process Consultant - US Health care insurance

Hinduja Global Solutions Limited
10.2018 - 06.2020
  • As a Process consultant my key responsibility is to monitor and motivate Associates to work on Group setup enrollment process and reporting daily inventory and team production to superiors on daily basis.
  • Verified and audited health insurance ID card details, including logos, phone numbers, group numbers, group names, and copay amounts, to ensure accuracy and compliance.
  • Used SharePoint to manage and organize tasks, ensuring timely and efficient review processes.
  • Collaborated with cross-functional teams to resolve discrepancies in ID card data before final approval.
  • Maintained records of approved and rejected ID cards for audit and quality control purposes.
  • Adhering to the SLA, and understanding Quality & Auditing parameters.
  • Maintaining TAT.
  • Meeting assigned productivity goals.
  • Adhering to the SLA.

Education

B.A. -

KSS College Subrahmanya
Mangalore, Karnataka
/2016 - 05.2019

P.U.C -

SSPUC College Subrahmanya
Dakshina Kannada, Karnataka
05.2014 - 06.2016

S.S.L.C. -

SS High School Subrahmanya
Dakshina Kannada, Karnataka
05.2013 - 05.2014

Skills

  • Customer Service
  • Verbal Communication
  • Written Communication
  • Active Listening
  • Problem Solving
  • Task Prioritization
  • Stress Management
  • Team Collaboration
  • Training
  • Process Improvement
  • Forward Thinking
  • Hard Working
  • Billing systems

Languages

English
Kannada
Tamil
Tulu

Personal Information

  • Date of birth: 05/27/97
  • Nationality: Indian
  • Marital status: Single

Timeline

Senior Customer Service Associate – Telephone Number Portability

Firstsource Solutions Limited
11.2020 - 04.2024

Process Consultant - US Health care insurance

Hinduja Global Solutions Limited
10.2018 - 06.2020

P.U.C -

SSPUC College Subrahmanya
05.2014 - 06.2016

S.S.L.C. -

SS High School Subrahmanya
05.2013 - 05.2014

B.A. -

KSS College Subrahmanya
/2016 - 05.2019

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Sujan Ninthikal