Atchana ATCHUDAN
LE BLANC MESNIL (93150)
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Head of Customer Care
Urban Nomad Adventures
Puducherry
07.2022 - 10.2022
- Applied best practices in customer service, sales and employee management to exceed organizational goals
- Managed total Hotline call volume 100% per day and closed sales and coordinated department schedules to maximize coverage
- Used hospitality, interpersonal expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Kept accurate records and document customer service actions and discussions.
French Guest Relations Officer
AAA Hotels & Resorts
Faafu
12.2021 - 06.2022
- Oversaw regulated greeting and internal processing of guests upon arrival
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction
- Provided oral translations and interpretations for French clients during their stay and excursion events, successfully maintaining pace with native speakers to deliver real-time comprehension
- Effectively communicated with different departments, including F&B, housekeeping and maintenance through use of strong listening, open-ended questioning and appropriate response skills
- Handled billing and payments working closely with Accounts & Credits department with hands-on experience in using Opera CRM tool.
Language Tutor/ Freelancer
Self Employed
Puducherry
07.2018 - 12.2021
- Volunteered towards Project Puthri as head of Training/Facilitation to conduct sessions on soft skills and behavioral aspects empowering girls from different schools in Pondicherry
- Trained and coached students with successful outcomes in different subjects like ESL, IELTS and French Language
- Interacted with parents, students and co-workers to build support networks and enhance student success
- Structured activities for interactive learning, including word analysis, reading understanding and fluency skills
- Supported teacher instruction by discussing concepts and creating custom practice questions
- Applied interpersonal and motivational skills to facilitate program engagement and promote adherence to principles taught during training.
Learning And Development Specialist
COGNIZANT
Chennai
01.2017 - 12.2017
- Developed new training programs such as online modules, interactive software, language labs and online programs and provided constant training to staff to ensure long-term excellence
- Ensured proper tracking in newly created databases of all students and instructors leaves, attendance, scores and overall performance
- Ensured long-term staff excellence by implementing updated and continuous training initiatives such as online modules, interactive programs and language labs
- Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities
- Liasied between executives and entry-level workers, facilitating smooth communication and successfully achieving 100% result
- Advised executives on best practices for employee growth and productivity goals, consistently helping projects achieve 100% success on goals set.
Analyst - Operational Exc, Business Performance Management
COGNIZANT
Chennai
12.2015 - 12.2016
- Responsible for preparation, execution and aftercare of Improvement Projects within the assigned work area
- Working closely with the business unit managers define improvement plans and objectives that align to the corporate strategy - the Operational Excellence
- Measure progress and targeting of results from improvement projects against the Operational Excellence Roadmap
- Deliver proactive and effective communication related to improvement initiatives
- Mobilise commitment for change and enable the continuous sustainment of change initiatives
- Develop matrix relationships to involve process experts and conduct improvement activities using problem solving techniques such as brainstorming, fishbone, 5 whys, FMEA, PFMEA
- Validated results and performed quality assurance to assess accuracy of data
- Analyzed program data to provide input for key decision making and strategic planning
- Worked effectively with cross-functional design teams to create software solutions that elevated client side experience and significantly improved overall functionality and performance.
Sr. Trainer (Soft skills & Product)
COGNIZANT
02.2011 - 11.2015
- Develop training module, training contents, and training aids to support training content delivery
- Train associates on their soft skills and on job enabling tools like MS-Excel
- Conduct Communication skills training (Voice/ non-voice) to enable the effectiveness of the associates job performance
- Conduct Bootcamp training on Healthcare Domain and the laterals on Domain certification programs at practitioner and specialist levels
- Conduct TNA/ TNI or GAP Analysis to improve quality of performance and also to identify the gap to be addressed between the competency needed vs
- Skills of the associates.
Sr. Trainer
CSS Corp
Chennai
01.2010 - 02.2011
- Develop training module, training contents, and training aids to support training content delivery
- Conduct Communication training (Voice) to develop communication skills
- Present training content in an engaging manner for new hires and laterals; facilitate learning and understanding through discussion
- Audit and provide helpful feedback to improve overall quality and productivity
- Conduct TNA/TNI to adapt training content to meet the specific needs of the trainee(s) and project.
Sr. Communication Trainer
Sutherland Global Services
Chennai
10.2007 - 03.2009
- Conduct Communication training (Voice & Non-Voice) to develop communication skills of the associates in order for them to perform their job more effectively
- Present training content in an engaging manner for new hires and laterals; facilitate learning and understanding through discussion
- Audit and provide helpful feedback to improve overall quality and productivity; adapt training content to meet the specific needs of the trainee(s).
Technical Support
HCL Technologies
Chennai
04.2006 - 08.2007
- Assist in resolving technical issues concerning customer's accounts, also support by diagnosing and troubleshooting common problems with respecting to their broadband connection (WiFi, cable and VoIP services).
Education
Bachelor of Education - BEd - Physical Sciences
Pondicherry University, Nehru college of Education
01.2020
Bachelor of Technology (B.Tech.) - Electrical and Electronics Engineering
Pondicherry University
01.2004
MBA - Master of Business Administration - International
ESCC
118-120 Rue De L'abbé Groult 75015 ParisSkills
- Organization Skills
- Phone Etiquette
- Front Office Operations
- Critical Thinking
- Escalation management
- Customer Support
- Microsoft Office Suite
- Project Management
- Client Relationship Management
- Hospitality and service knowledge
- Time Management
- Data Management
- Adaptability
- Administrative Support
- Tactful and diplomatic
Certification
- Voice Coach
- PAHM
- Train The Trainer
- DELF B1
- DELF A2
- DELF A1
Languages
Tamil
First Language
English
Proficient (C2)
C2
French
Intermediate (B1)
B1
Hindi
Intermediate (B1)
B1
Timeline
Head of Customer Care
Urban Nomad Adventures
07.2022 - 10.2022
French Guest Relations Officer
AAA Hotels & Resorts
12.2021 - 06.2022
Language Tutor/ Freelancer
Self Employed
07.2018 - 12.2021
Learning And Development Specialist
COGNIZANT
01.2017 - 12.2017
Analyst - Operational Exc, Business Performance Management
COGNIZANT
12.2015 - 12.2016
Sr. Trainer (Soft skills & Product)
COGNIZANT
02.2011 - 11.2015
Sr. Trainer
CSS Corp
01.2010 - 02.2011
Sr. Communication Trainer
Sutherland Global Services
10.2007 - 03.2009
Technical Support
HCL Technologies
04.2006 - 08.2007
Bachelor of Education - BEd - Physical Sciences
Pondicherry University, Nehru college of Education
Bachelor of Technology (B.Tech.) - Electrical and Electronics Engineering
Pondicherry University
MBA - Master of Business Administration - International
ESCC
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