Abhijeet Kumar
Customer Support Team Leader
Bangalore
Summary
Proven leader in customer care with a track record of enhancing client satisfaction at Ceatisoul LLP. Skilled in Customer Relationship Management and fostering team collaboration, I've successfully mentored staff and streamlined service standards, significantly improving organizational performance. My strategic approach to complaint resolution and staff training has led to measurable achievements in service excellence.
Overview
6
6
years of professional experience
1
1
English
2
2
Hindi
Work History
Customer Care Team Lead
Ceatisoul Llp
Bangalore
08.2019 - 03.2024
- Analyzed performance metrics to identify areas for improvement and implemented necessary changes.
- Implemented cross-training initiatives that enabled greater flexibility within the Customer Care Team.
- Assisted in hiring decisions by conducting interviews and evaluating potential candidates for the Customer Care Team Lead position.
- Provided constructive feedback to team members on their performance, encouraging continuous learning and development.
- Coordinated with other departments to resolve complex customer issues, resulting in increased client retention rates.
- Developed training materials to ensure consistent performance levels among team members.
- Implemented quality assurance measures to maintain high standards of customer care services.
- Mentored new team members, fostering a positive work environment and promoting professional growth.
- Managed daily operations of the Customer Care Team, ensuring prompt response times and accurate issue resolution.
- Monitored call center metrics to keep track of individual and team performance against set targets.
- Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing timely solutions.
- Conducted regular evaluations of staff performance, providing coaching sessions as needed to support ongoing development.
- Created a positive work culture that fostered collaboration, teamwork, and open communication among team members.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Created and maintained detailed database to develop promotional sales.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collaborated with management to develop strategies for improving overall customer experience.
- Handled escalated customer concerns, resolving situations satisfactorily and restoring clients'' confidence in the company.
- Facilitated regular team meetings to discuss goals, challenges, and best practices for continued success.
Verification Executive & Marketing Executive
Creatisoul LLP
Bangalore
10.2018 - 08.2019
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Identified trends and assessed opportunities to improve processes and execution.
- Conducted comprehensive market research to guide development of highly successful new service offering.
Education
Sr. Secondry - Science Education
Warsi College
Nawada06.2010
Secondary Education - Science Education
Gyan Bharti Res Complex
Bodhgaya05.2008
Skills
Customer Relationship Management
Billing coordination
Documentation and reporting
Inbound Customer Service
Outbound Customer Service
Money handling abilities
Staff education and training
Complaint resolution
Strategic sales knowledge
First Call resolution
Key holder experience
Service standard compliance
Chat process
Timeline
Customer Care Team Lead
Ceatisoul Llp
08.2019 - 03.2024
Verification Executive & Marketing Executive
Creatisoul LLP
10.2018 - 08.2019
Sr. Secondry - Science Education
Warsi College
Secondary Education - Science Education
Gyan Bharti Res Complex