Aarthi Narayani R

• Lead a team of 16 engineers in a fast-paced contact center environment.
• Conduct regular team meetings to communicate goals, provide updates, and foster a collaborative work culture.
• Develop and implement strategies to enhance team performance and meet or exceed key performance indicators (KPIs).
• Provide coaching, mentoring, and performance feedback to team members to support their professional development and improve overall performance.
• Monitor calls/Chats and provide real-time assistance and guidance to representatives to ensure quality customer interactions and adherence to company policies and procedures.
• Analyze performance data and identify areas for improvement, implementing action plans to address performance gaps and drive continuous improvement.
• Collaborate with other team leads and department managers to streamline processes, resolve issues, and optimize overall contact center operations.
• Serve as a point of contact for escalated customer inquiries and complaints, resolving issues promptly and effectively to ensure customer satisfaction.
• Participate in the recruitment, training, and onboarding of new team members, ensuring they are equipped with the knowledge and skills necessary to succeed in their roles.

From 2012 to 2021

S1 Named Accounts and India Premium (Laptops & Desktops): Jan 2018 -August 2021

IPG-Richmond & Inkjet HIGH-TOUCH & IPG CHD (Printers): March 2017 – Jan 2018

KV CHD Profile – Hardware Support Role: (Laptops & Desktops) April 2015 – March 2017

KV Core-Ops: (Laptops & Tablets) Sep 2012 - April 2015

• Provided excellent customer service and support to clients via phone, email, chat channels and Social Media
• Handled a high volume of customer inquiries, resolving issues efficiently and professionally.
• Maintained accurate records of customer interactions and transactions different tools.
• Collaborated with cross-functional teams to escalate and resolve complex customer issues.
• Consistently met or exceeded performance targets for customer satisfaction, call resolution, and productivity.
• Experience spans from Business-to-Customer (B2C) to Business-to-Business (B2B) environments.
• Conducted training sessions for various batches covering both process and technical aspects.