Manager Customer

Skills

Work History

Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 10 years of extensive leadership experience in Customer Service Industry. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.

Performance Improvement

Client Servicing

Team Management

Business Development

Customer Service Operations

Project support

2017-08 - Current Team Leader Manager

Loylogic Technologies India Private Ltd., Pune, Maharashtra Established and monitored customer service standards by employing recognized and comprehensive benchmarks.

Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.

Create end-to-end customer support processes for new clients during project delivery phase

Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.

Process improvement. Recommended potential products or services by collecting customer information and analyzing customer needs. Create processes and structure for customer support team. Ensure an efficient and effective ways of working. Continuously optimize processes to reduce the time take to respond.

Kalawati Bhagat

Team Leader - Customer Service

Address Pune, MH, 412207

Phone 992-***-****

E-mail *********@*****.***

Education

Accomplishments

Proactively Identify gaps in the process and flag off issues which might result in customer/client dissatisfaction

Generate reports, create insights and propose optimizations based on the reporting.

2014-04 - 2017-08 Process Expert

Maersk global service centre, Pune, Maharashtra

Collected customer feedback and made process changes to exceed customer satisfaction goals 90%.

Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions. Offered advice and assistance to customers, paying attention to special needs or wants. Led various process improvement projects to help operations meet and exceed quality standards and reduce costs. Crafted training materials and ran on-boarding sessions to train incoming team members. Halted operations n case of major non-compliance of specifications, standards or quality discovered during the inspection process. Provided analytical, planning, and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision-making.

Kept inspection journals and daily summary logs as required. Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.

2011-10 - 2013-07 Senior Process Associate

WNS GLOBAL SERVICES PRIVATE LIMITED, Pune, Maharashtra Met all deadlines, including month-end reporting objectives. Maintained working knowledge of latest industry techniques, methods and equipment.

Participated in special projects upon request from department manager. Determined and recommended methods to address improvement opportunities.

2011-03 - 2013-03 Bachelor of Science: Information Technology University Of Mumbai - Mumbai

Proven track record in resolving and reducing customer complaints and meeting customer service level agreements. Successfully implemented new CRM software system and trained staff to maximize the benefits of technology to achieve excellent customer satisfaction levels.

Ensure strict adherence to “zero back log” policy

Additional Information

Languages

Frequently set up training materials, therefore, grew the effectiveness of the customer service department by 20%.

Contributed to a 30% sales increase in 2019 by improving lead-generation and sales-tracking methods.

Attained 'Passionate' value of the Year Award in 2019. Successfully handled 15+ client accounts simultaneously, without missing the SLA.

I am a motivated professional with critical thinking proficiency and extensive Customer Service Manager experience. I believe that my professional background and industrialist drive make me an ideal candidate for this opportunity.

As a person who thrives in high-pressure and fast-paced situations, I strive for positive results through the application of my abilities in staff management and quality assurance. Additionally, I possess expertise in complaint resolution and an aptitude for optimizing performance and motivating colleagues. In any position, I am able to visualize success and identify innovative and effective strategies for achieving it.

I have artfully balanced workplace objectives and productive relationships, inspiring strategies and insightful suggestions to achieve a competitive business edge. My customer service and leadership strengths have enabled my professional growth.

English

Hindi

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