Customer Service Executive Assistant

Vishwas S.G

Customer Service Operations

Scaling new heights of success with hard work and dedication and leaving a mark of excellence on every step; targeting assignments in Customer Service Operations with an organization of repute in ITES/KPO industry across Bangalore

Profile Summary

B.Com. professional with over 12 years of experience in ensuring delivery of high quality services to support customer's business needs and achieving continued high customer satisfaction from all operational users for services

Capabilities in coordinating with internal / external customers for running successful business operations and experience of implementing procedures & service standards for business excellence; implemented a pilot batch of Business sector services, which expanded client base by 15% for TTK Services Pvt. Ltd., Bangalore

Renowned for spearheading sustained organizational growth in dynamic environments; played the role of a facilitator in creating actionable solutions, inculcating employee morale, driving vision & achieving mission critical strategic goals

Professional excellence in supporting and sustaining a positive work environment that fosters team performance

Characterized as a visionary & strategist for driving customer level profitability and implementing measures to maximize customer satisfaction level

Core Competencies

~ Customer Service Delivery ~ Operations Management ~ Quality Management

~ Client Relationship Management ~ Team Management ~ MIS / Documentation

~ Strategic Planning ~ Process Improvement ~ Training & Development

Organizational Experience

Since Feb’10 with TTK Services Pvt. Ltd., Bangalore

Growth Path:

Mar’08-Apr’12 as Remote Executive Assistant

May’12-Apr’14 as Assistant Team Lead – Operations

May’14- Apr’18 Team Lead – Operations

Apr’18- Jan’ 2020 Sr.Team Lead – Operations

Role:

Training, mentoring and coaching a team of 30 members along with allocating daily tasks; preparing status report of team’s performance and activities

Coordinating with internal & external customers as and when required; facilitating problem-solving, encouraging creativity, risk-taking and working towards constant improvement

Communicating with international clients via video, e-mail, chat and phone; escalating issues which cannot be resolved by the team

Managing service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues and ensuring minimum TAT

Heading customer service operations inclusive of implementing short/long-term plans; coordinating with team with focus on excelling business targets & service delivery metrics

Preparing MIS reports & other statements with a view to apprise management of process operations and assist in critical decision-making process

Building and maintaining healthy business relations with clients, ensuring high customer satisfaction matrices by achieving delivery & service quality norms

Developing training programs, compiling and presenting materials, giving feedback to course participants, monitoring outcomes and evaluating the learning experience

Mentoring hundreds of new personnel, facilitating their skill development, advancement and success

Monitoring, evaluating and recording training activities and program effectiveness, collaborating with coworkers to develop appropriate alternatives if the expected outcomes are not seen

Highlights:

Won CEO Award for being Best Performer of the Year in 2015

Recognized for controlling multiple teams; was the only person to guide two operations teams in the company

Implimented new business team to take care of the business process outsourcing,which expanded client base by 15%

Provided high quality services to customers in areas such as small businesses, real estate, e-commerce order processing, and backend sales

Successfully implemented operational excellence plans, thereby leading to an increase in efficiency by 40%

Education

Bachelor of Commerce from Acharya Tulsi National College of Commerce, Kuvempu University in 2006

12th from DVS PU-Independent College,Shimoga

10th from Sri Adichunchanagiri Composite High School, Shimoga

IT Skills

MS Office (Word, Excel, PowerPoint and Outlook)

Word Press

Backend Platforms/Tools – Sales Force, Mailchimp, Magento and Zoho,wordpress,zendesk,

Personal Details

Date of Birth: 17th January 1985

Languages Known: English, Kannada, Hindi

Residential Address: #14 srinvasareddy layot 9th mani 2nd cross, RM Nagar, Bangalore-560016

LinkedIn: https://www.linkedin.com/in/vishwas-s-6948a5163/

E- E-Mail: adjsdj@r.postjobfree.com Phone: +919*********

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