Customer Service - Team Leader
Resume:
VAISAKH. K
************@*****.***
Professional Profile
Customer Service Professional highly skilled in call center management, training, recruiting, service solutions, and innovate marketing concepts.
Key Accountabilities & Responsibilities
Call center management experience.
High customer service standards.
Employee relations specialist.
Service solution expert.
Successfully managed the activities of 25 team members.
Owned team productivity metrics.
Effectively communicated with team members to maintain clearly defined expectations.
Experience in call monitoring for quality assurance.
Experience in handling customer relations complaints.
Experience
Rizzani de Eccher. Italy
MIS ANALYST System Safety Assurance Department, MAY’17 TO TILL DATE PROJECT Doha METRO
Terminal 1 Hamad International Airport (HIA)
Red Line North Elevated and At Grade
RESPONSIBILITIES
Preparing Daily, Weekly & Monthly MIS Analysis and Report Generation.
Preparing presentations, Graphs and analytical reports.
Maintained and created reporting tools used by management.
Provide recommendations to update current MIS to improve reporting efficiency and consistency.
Analyze business information to identify process improvements for increasing business efficiency and effectiveness.
Manage software Comply Pro for employer’s requirements traceability.
Prepare and manage the Employer’s Requirements, Control Measure and Hazard log status on a daily basis and send to management.
Work on Comply Pro in order to compile Employer’s Requirements and Control Measure.
Work on Comply Pro to verify and link Evidences (Design drawings, Design Reports. Etc..) to comply the Employer’s Requirements.
Support System Assurance Manager & SSA Team persons on technical.
BPO INDUSTRY (CUSTOMER CARE SERVICE)
TEAM LEADER – Operations _ Airtel POSTPAID, JAN’14 TO JUL’16
RESPONSIBILITIES
Managed the flow of day-to-day operations.
Managed the SLA's with vendors and institutional clients.
Managed team of 20-25 online Customer Service Representatives.
Ensure accurate monitoring, logging, metrics, and alerting of Systems.
Track, resolve and reduce the ratio of customer complaints.
Provide daily reports about system errors or problems to IT department.
Create, follow up and co-ordinate between Business, Development, Quality and Operations for New changes through the change management policy
Handling escalations calls to resolve concerns and complaints
Preparing reports to update the Company/Management on the team’s progress.
Participate in business development initiatives for expansion of client base.
Ensure proper monitoring of all activities and transactions to ensure that the same complies with Call Centre procedures manual.
QUALITY ANALYST – QA/QC _ Airtel POSTPAID, JUL’16 TO NOV’16
RESPONSIBILITIES
Ensuring quality of agent performance, company standards, and procedures.
Conduct team meetings to discuss common and repeated quality related issues.
Sharing analysis required to improve the process.
Preparing weekly/monthly reports on Quality and Compliance for Team Leaders and Management.
Providing both verbal and written feedback to Customer Service Associates and Team Leaders regarding audit and monitor results.
Developing action plans to improve individual and team Quality, Compliance and Customer Treatment results.
Co-ordinate and handle all QA related projects, plans, requirements and reports.
MIS ACTIVITIES _ Airtel POSTPAID
Monitored and recorded change controls.
Developed, analyzed and tested report results.
Prepared variance reports such as Forecast vs. Actual sales.
Maintained and created reporting tools used by management.
Examined current processes for automation opportunities.
Monitored and recorded change controls.
Worked effectively with business representatives to gather report requirements.
Developed, analyzed and tested report results
Education
Mechanical Engineering
PRASANNA College of Engineering & Technology Belthangady, Karnataka, India
Achievements
Best Quality Analyst for the month of June’15
Best Quality Analyst for the month of February’16
Champion Team award for the month of July’16
Leadership Excellence award for the month of August’16
Communication
Proficient in English
Proficient in writing and reading English
Native speaker of Malayalam
Fluency in writing and reading Malayalam
Fluency in speaking Tamil
Proficient in reading Hindi
Personal Details
Gender Male
Status Single
Nationality Indian
Passport Number M9749328
Passport Expiry 27-05-2025
Address No.9/16 Indrani Lane
Ayyavoo Colony, Aminjikarai
Chennai-600029
Tamil Nadu, INDIA
References
Mr. Mithunchander Balasubramanian
System Assurance Manager – Bombardier (Singapore) Pte. Ltd.
Mobile: +919*********
Email: **********@*****.**.**
Mr. Charles J
Quality Manager – Hinduja Global Solution Pte. Ltd. (India)
Mobile: +91-960*******
Email: ***************@*****.***
Mr. Afolabi Isaac Adeosun
System Assurance Manager – Doha Metro (UK)
Mobile: +004***********
I hereby declare that the furnished above details are true to the best of my knowledge.
Place: Doha (VAISAKH)
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