Customer Support Manager

Prasad N.N.

***, *** *****, *** *****, Tyagarajanagar, Bangalore 998******* ************@*****.***

Personal Statement

A results-oriented business professional with proven abilities in managing projects, improving efficiency of operations, team-building, and detailing project information to determine effective processes for operations. Specialist in setting and meeting productivity goals and have extensive experience in conflict resolutions and timely preparation of operations and productivity reports.

Overall 10+ Years of Experience In:

Operational Excellence Client Servicing Customer Satisfaction Training & Development

Team Building Process Development Team Engagement

Employment History

Manager – Customer Support Apr’13 Till May’17

Senior Associate Sep’11 Till Mar’13

eMart Solutions India Pvt. Ltd., Bangalore

Business Operational And Managerial Skills:

Ensuring that all resources are managed and directed to ensure effective business operations.

Making sure that operational work progresses satisfactorily.

Identifying, developing and securing business opportunities in line with business plan.

Determining staff requirements and training up new and existing staff as required.

Ensuring that daily, weekly workload routines are accomplished.

Solving disputes and complaints in a professional manner and within guidelines.

Ensuring compliance with regulatory, governance and internal processes and procedures.

Facilitating communication between employees, managers and company departments.

Seeking ways of adding value to existing work areas.

Ensuring there are clear lines of communication defined for all staff.

Preparation of performance reports for the entire team on daily and monthly basis.

Making sure that operational requirements, standards and best practices are factored into plans.

Identifying and managing risks, issues and dependencies.

Executive – Customer Support Dec’07 Till Sep’11

MetLife India Insurance Co. Pvt. Ltd., Bangalore

Customer Support Executive Oct’06 Till Jul’07

Emphasis India Pvt. Ltd., Bangalore

Key Skills And Competencies As a Customer Support Executive:

Serving as a basic point of contact for customers with queries, request, feedback, Etc.

Answering customer’s in-bound calls and making out-bound calls regarding existing accounts.

Evaluating and identifying opportunities to improve process and customer experience.

Sharing best practices and knowledge with colleagues and teams helping achieve targets.

Responding to customers issues over emails in a timely manner.

Analyzing customer feedback regularly and providing operational enhancement recommendations.

Solving disputes and complaints in a professional manner and within guidelines.

Adherence to regulatory, security and audit procedures.

Education & Professional Development

Master of Business Administration (Operations), 2010

Transworld Institute of Business, Bangalore

Bachelor of Commerce, 2009

Commercial University, Delhi

References

Available on request

Contact this candidate