Customer Service Continuous Improvement
Resume:
BBA:
Institute Of Management And
Engineering
New Delhi
High School Diploma:
Diploma
Karnataka
*******************@*****.**
m
Benicia, CA 94510
Skills
Strong communication and
interpersonal skills
•
Excellent analytical and
diagnostic skills
•
Continuous improvement in
quality, communication, and
staff cooperation
•
Proficient in planning,
prioritizing, organizing, and
priority management
•
• Good problem-solving skills
Ability to work independently
and as part of a team
•
Dependable and cooperative
attitude
•
Understanding and helpful
nature
•
• Excellent leadership qualities
Flexible and adaptable to
changes
•
Education And Training
Reliable management professional with several years of expertise developing top-notch skills in customer service and team leadership in the retail industry. Ready to take on new challenges in an exciting new position. IntouchCX - Associate Manager
Bangalore, Karnataka
05/2022 - 05/2024
Telligent - Team Leader
Bangalore, Karnataka
04/2019 - 04/2022
Telligent - Customer Service Executive/SME
Bangalore, Karnataka
12/2014 - 01/2019
Austian Montheiro
Summary
Experience
Successfully managed 4 processes comprising approximately 80 Customer Service Representatives, ensuring all key performance metrics, as per the Client SLA, were met and exceeded.
•
• Oversaw overall performance and development of the organization.
• Managed and strengthened client relationships.
• Scheduled and managed operations to meet billing requirements. Managed 2 processes with approximately 45 Customer Service Representatives, ensuring all key performance metrics were met and exceeded.
•
• Responsible for team performance and overall development. Handled escalated customer calls and assisted agents with premium queue calls and customer service tools.
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Provided feedback on employee and team performance to the reporting manager.
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• Launched and transitioned 2 Tech-Support projects.
• Handled escalation calls and normal customer calls.
• Communicated client requirements to the team regarding processes.
• Achieved daily, weekly, and monthly targets specified by the process.
• Adhered to the schedule as prescribed by the TL.
• Provided feedback to the process manager daily.
Contact this candidate