Overview
Work History
Skills
References
Education
Summary
Work Preference
Timeline
Generic
Abhilash Aravindan

Abhilash Aravindan

Team Leader - Operations
Coimbatore,Tamil Nadu

Overview

12
12
years of professional experience
3
3
Languages

Work History

Australia Team Leader

Superconcepts
04.2016 - 11.2022
  • Roles & responsibilities – Business Support Team
  • Manages 25 plus team members
  • Accomplishes department objectives by managing staff; planning and evaluating department activities
  • Manage daily, weekly and monthly reports
  • Maintains staff by recruiting, selecting, orienting, and training employees Develops personal growth opportunities
  • Accomplishes staff results by communicating job expectations; Goal setting, planning, monitoring, and appraising job results
  • Coaches, counsels, and disciplines employees
  • Develops, coordinates, and enforces systems, policies, procedures, and productivity standards
  • Establishes strategic goals by gathering pertinent business, financial, service, and operations information
  • Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements Contributes to team effort by accomplishing related results as needed
  • Daily catches up with Onshore (Australian team) to discuss on work priorities and any customer feedbacks
  • Allocates job to team based on work priority and each member’s efficiency
  • Tracking and maintaining quality and productivity records of team
  • Staying on top of customer satisfaction
  • Administrative tasks - Filling out schedules
  • Planning events, Preparing training materials, Triaging emails
  • Application processing

Client Relationship Manager

Integra Global Solutions
09.2012 - 03.2016
  • Worked for several
  • Australian Financial Services & Property Management companies
  • Roles & responsibilities
  • Building long-term relationships with key clients Creating sales plans to generate revenue
  • Advise clients on creating profitable processes
  • Addressing customer concerns and complaints
  • Act as single point of contact to manage for complaints and escalate issues as appropriate
  • Collaborate with internal teams to address client needs and act accordingly
  • Getting trained from onshore and share knowledge to internal teams
  • Responsible for teams Quality and Productivity
  • Gain trust with Clients and bring in additional business
  • Financials services
  • Updating New client entries into CRMs
  • Updating Fact find & Reverse fact find entries
  • Calling Insurance Companies for Quotes and clients current plans
  • Sending third party authorities to Services
  • Checklist calling / Research calling to various Super funds and Insurer’s
  • Entering checklist collected information into various CRMs (Iress Xplan etc..)
  • Preparing Record of Advice for Clients based on their history
  • Preparing Statement of Advices based on client’s income and benefits
  • Sorting and filling bank statements, contract notes
  • Application process (collection of roll over/online application forms) and filling Insurance
  • Property Management
  • Marketing and advertising properties for rent or lease via online
  • Setting appointments for property visits
  • Screening tenants and processing applications
  • Background verification checks done
  • Attend request for repairs and maintenance
  • Email rental invoice and maintenance to client

Senior executive

KGISL BPO, Warner & Comcast Cable services
09.2011 - 09.2012
  • BPO – Inbound sales
  • Convincing customers to purchase Cable, Internet and Phone Services
  • Focuses sales efforts by studying existing and potential volume of dealers
  • Provide the best deals
  • Check for service mobility
  • Customer satisfaction
  • Achieve sales target on a daily basis
  • Achieve calls target on a daily basis
  • Submits orders by referring to price lists and product literature
  • Maintain good quality and sales record
  • Ensure customer is not provided any false information and not mislead
  • Resolves customer complaints by investigating problems, developing solutions, preparing reports, and making recommendations to management
  • Contributes to team effort by accomplishing related results as needed.

Tech Support

C-Cubed Solutions, Microsoft
03.2011 - 09.2011
  • Roles & responsibilities
  • Sales, Trouble shooting
  • Speaking to customers to quickly get to the root of their problem
  • Providing timely and accurate customer feedback
  • Talking customers through a series of actions to resolve a problem Following up with clients to ensure the problem is resolved
  • Identifying hardware and software solutions
  • Troubleshooting technical issues
  • Convincing customers to purchase plans
  • Voice & Accent Training
  • Effective interpersonal and communication skills
  • A stronghold of the language (English) and good knowledge of grammar, pronunciation, spellings, and vocabulary
  • Analyze data and perform a thorough root cause analysis and drive continuous improvement in the team along with skill assessment process
  • Auditing calls of the agents of the account aligned, using the pre-defined grading sheet
  • Manage daily, weekly and monthly reports with the partners and share regular feedback with the agents
  • Identify areas of opportunity and develop action plans and understand data while performing detailed problem analysis
  • Coach and share feedback with team and plan monthly team meetings to discuss outcome

Skills

  • And Competencies
  • Client Facing Collaboration Execution
  • Customer Service Innovation
  • Leadership Speaking Technical
  • Project management Decision making
  • Planning Delegation Resolution Strategic
  • Coaching Negotiating Thinking Public
  • Empathy Interpersonal
  • Attrition Management
  • Shrinkage Management
  • Quality and Production Management
  • Skills Communication
  • Problem solving
  • Coordinating Conflict
  • Strengths
  • Leadership skills
  • Management skills
  • Flexibility
  • Communication
  • Adaptability
  • Microsoft Office skills
  • Key Performance Indicators (KPI)
  • Staff Training
  • Leading Employees
  • Call Center Operations
  • Team Assessment
  • Work Planning and Prioritization
  • Client Support
  • Service Level Agreements
  • Troubleshoot Service Issues
  • Coaching and Mentoring

References

Reference Ailidh Morrison Leona Smith Manager, Superconcepts Australia Manager, Superconcepts Australia Email: ailidh-morrison@live.com Email: Leona.smith@superconcepts.com.au

Education

Bachelor of Arts - English

Bharathiyar University
Coimbatore

Summary

Talented professional considered knowledgeable leader and dedicated problem solver. Brings 12.8 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.

Work Preference

Work Type

Full Time

Work Location

On-SiteHybridRemote

Timeline

Australia Team Leader

Superconcepts
04.2016 - 11.2022

Client Relationship Manager

Integra Global Solutions
09.2012 - 03.2016

Senior executive

KGISL BPO, Warner & Comcast Cable services
09.2011 - 09.2012

Tech Support

C-Cubed Solutions, Microsoft
03.2011 - 09.2011

Bachelor of Arts - English

Bharathiyar University

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Abhilash AravindanTeam Leader - Operations