ABHISHEK NAIR
Assistant Team Lead- Operations Customer Services
Gurgaon
Summary
Results-driven professional with a strong background in customer service and team leadership. Skilled in developing SOPs and training materials that streamline operations and boost service quality. Committed to fostering a collaborative environment that enhances team performance and customer experience.
Overview
3
3
years of professional experience
Work History
Assistant Team Lead
Moonshine Technologies Previously Baazi Games PVT LTD
07.2024 - Current
- Led a 10-member customer support team while managing day-to-day service operations.
- Spearheaded NPS improvement as a separate project, managing NPS for voice and chat channels independently to drive customer experience metrics.
- Balanced team leadership with direct customer service responsibilities to maintain service quality during transition periods.
- Developed and implemented process documentation and training materials to streamline onboarding for new team members.
- Balanced team leadership with customer service responsibilities to ensure service quality during transition periods.
- Conducted testing of in-house ticketing tool SODA to ensure functionality and user experience.
- Utilized Salesforce platform to identify and resolve bugs, enhancing overall productivity.
- Mentored employees to enhance completion of assigned duties.
- Worked on testing the in-house ticketing tool being developed, called SODA.
- Strong knowledge of KRA, KPI, TL matrix, attrition, shrinkage, NPS, CSAT, AHT, and BQM, etc.
Customer Service Representative
Moonshine Technologies Previously Baazi Games PVT LTD
06.2023 - 07.2024
- Resolved customer inquiries through multiple communication channels, ensuring high satisfaction levels.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Assisted in processing orders and returns, maintaining accuracy throughout fulfillment procedures.
- Collaborated with team members to streamline support processes, enhancing response times and service quality.
- Utilized CRM software to track customer interactions and identify recurring issues effectively.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across the company.
Education
Bachelor of Commerce - Business Education
Univeristy Of Rajasthan
Udaipur, India 04.2001 -
Skills
People management
Team leadership
Performance assessment
KPI management
Performance enhancement
Process optimization
Onboarding support
SOP compliance
Salesforce
Microsoft Office Suite
Work prioritization
Adaptability
Team collaboration
Constructive feedback
Timeline
Assistant Team Lead
Moonshine Technologies Previously Baazi Games PVT LTD
07.2024 - Current
Customer Service Representative
Moonshine Technologies Previously Baazi Games PVT LTD
06.2023 - 07.2024
Bachelor of Commerce - Business Education
Univeristy Of Rajasthan
04.2001 -
Cricket and Football
A team player who handles conflict and collaboration well.
Strategy games (like chess or logic puzzles)
It involves critical thinking and planning capabilities.
Endurance sports (such as running marathons)
This needs dedication, time management, and goal-setting.