AVINASH MENON
Team Manager, Operations
Pune,MH
Summary
I am a hands-on, self-motivated and goal driven manager with more than 10 years of experience in voice, email and web chat customer service accounts associated with varied domains such as airlines, insurance, retail and utilities.
During this time, I have had the opportunity to showcase my expertise as a soft skills trainer, customer experience analyst, process trainer and a team manager.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Team Manager, Operations
Capita India Pvt Ltd
Pune, MH
03.2021 - Current
• Currently managing a team of 18 customer service advisors
• Drive team performance, evaluate and share timely feedback
• Manage the overall functioning of the account, identify improvement areas and implement adequate measures to maximise customer experience and client satisfaction
• Drive engagement activities for the entire floor
• Handle client and customer escalations
Assistant Manager, Operations
WNS Global Services
Pune, MH
01.2020 - 03.2021
- Managed a team of 18 customer service advisors
- Set clear team goals and KPI's
- Oversee day-to-day team performance, evaluate and share feedback
- Manage the overall functioning of the account, identify improvement areas and implement adequate measures to maximise customer experience and client satisfaction
- Drive engagement activities for the entire floor
- Handle client and customer escalations
Process Leader / Acting Team Manager
Capita India Pvt Ltd
Pune, MH
11.2015 - 09.2019
- Managed a team of 15 customer service advisors
- Conduct Business Letter Writing and Process training workshops for new joiners
- Drive quality and good customer service through regular audits, feedback and training sessions
- Implement process improvement ideas which can improve efficiency and positively impact the overall customer experience
- Handle customer complaints and client escalations
- Was entrusted with the responsibility of setting up a Scotland based retail account in Capita
Customer Experience Analyst
EXL Services
Pune, MH
09.2013 - 09.2015
- Conduct soft skills and customer service training workshops
- Drive fun and engagement activities on the floor
- Publish daily C-Sat survey reports and D-Sat RCA
- Handle customer escalations
- Drive great customer experience through regular feedback and engaging training sessions
Voice Coach
Wipro BPO
Pune, MH
07.2011 - 08.2013
- Daily audits and feedback
- Soft skills coaching for BQ advisors
- Publish daily C-Sat reports and observations
Education
Bachelor of Commerce -
University of Pune
Pune 04.2003 - 04.2006
H.S.C -
Nowrosjee Wadia College
Pune 04.2000 - 04.2003
I.C.S.E -
Hutchings High School
Pune 04.1998 - 04.1999
Skills
Team Management
Client Management & Customer Service
Process Improvement
Excellent Communication Skills
Account Transition
Personal Details
Date of Birth - 29th August, 1983
Gender - Male
Nationality - Indian
Timeline
Team Manager, Operations
Capita India Pvt Ltd
03.2021 - Current
Assistant Manager, Operations
WNS Global Services
01.2020 - 03.2021
Process Leader / Acting Team Manager
Capita India Pvt Ltd
11.2015 - 09.2019
Customer Experience Analyst
EXL Services
09.2013 - 09.2015
Voice Coach
Wipro BPO
07.2011 - 08.2013
Bachelor of Commerce -
University of Pune
04.2003 - 04.2006
H.S.C -
Nowrosjee Wadia College
04.2000 - 04.2003
I.C.S.E -
Hutchings High School
04.1998 - 04.1999