Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Timeline
Generic

Abhishek Tali

Mumbai

Summary

Detailed Client Service Associate known for having great organizational skills. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Diligent Associate Manager with over 7+ years of experience maintaining seamless business operations. Smoothly administers budgets, trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements.

Overview

10
10
years of professional experience

Work History

Customer Service Associate Manager

Nykaa
Mumbai
04.2016 - Current
  • 2022- 2024 (Associate Manager - Chat Support)
  • Developed and maintained a comprehensive database of vendors to ensure timely delivery of products and services.
  • Conducted vendor performance reviews, analyzed data and developed strategies for improvement.
  • Monitored vendor compliance with contractual obligations, including quality assurance standards.
  • Assisted in developing policies, processes and procedures related to vendor management.
  • Managed day-to-day operational activities related to vendors and suppliers.
  • Developed and implemented strategies to improve customer service quality and performance metrics.
  • Monitored customer chat interactions, ensuring that all inquiries were addressed in a timely manner.
  • Tracked chat conversations to identify areas for improvement in customer experience.
  • Collaborated with other departments to resolve customer issues quickly and efficiently.
  • Analyzed customer feedback data to identify opportunities for process improvements.
  • Created reports summarizing weekly chat activity, including average wait times and issue resolution rates.
  • Conducted regular training sessions for new Chat Managers on best practices and company policies.
  • Formulated response templates for frequently asked questions used by Chat Managers during live chats.
  • 2021- 2022 - (Assistant Manager - Social Media -Customer support)
  • Collaborated with other departments to ensure brand consistency across all channels.
  • Researched industry trends and competitors' activities to develop new ideas for content creation.
  • Monitored customer comments on various social media channels and responded in a timely manner.
  • Assisted in developing strategies for increasing followership and engagement rates.
  • Provided training and guidance to team members on best practices for utilizing social media tools.
  • Optimized posts for SEO purposes by researching relevant keywords and hashtags.
  • Participated in brainstorming sessions with other professionals to generate innovative ideas.
  • Tracked social media metrics to determine audience growth rate, volume and reach.
  • Engaged with and responded to online audience through relevant comments.
  • Managed the daily operations of all assigned social media accounts.
  • 2018-2021 - Team Leader - (Social Media Customer Service)
  • Scheduled, assigned, and monitored daily work activities of customer service team members.
  • Provided guidance to customer service representatives in resolving complex customer issues.
  • Coordinated training sessions for new customer service personnel.
  • Conducted performance reviews for customer service staff on a regular basis.
  • Assisted in developing policies and procedures related to customer services operations.
  • Monitored the accuracy of data entry into the company's database system by customer service staff.
  • Analyzed call volume trends and implemented strategies to improve efficiency of the team.
  • Resolved escalated customer complaints in an efficient manner while maintaining excellent customer relations.
  • 2016 - 2018 - Sr Executive - (Customer Support)
  • Answered customer inquiries via phone, email, and chat.
  • Resolved customer issues in a timely manner.
  • Maintained accurate records of customer interactions.
  • Developed solutions to address customer complaints.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Made recommendations for enhancements to communications, tools, capabilities and product lines to improve customer experience.
  • Participated in regular meetings with other departments.
  • Conducted customer phone calls to maintain positive relationships.

Assistant Manager

Mirraw
Mumbai
02.2014 - 12.2015
  • Managed customer service inquiries and complaints in a timely manner.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Established processes for monitoring customer satisfaction levels.

Relationship Manager

Kotak Mahindra Bank
Mumbai
11.2013 - 02.2015
  • Provided account information and answered customer inquiries in a timely manner.
  • Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
  • Cross-sold bank products such as credit cards, loans, and insurance policies.
  • Maintained records of customer accounts including transactions and balances.
  • Handled cash deposits and withdrawals accurately according to established procedures.
  • Received telephone calls from customers regarding their accounts or services provided by the bank.
  • Checked customers' identification when necessary in compliance with anti-money laundering regulations.
  • Created friendly connections and developed rapport with customers by providing outstanding, personalized service.

Education

Bsc IT - Graduate - Computer And Information Sciences

Robert Money High School
Grant Road
10-2013

Skills

  • Account Management
  • Call Center Operations
  • Project Management
  • Quality Assurance
  • Report Preparation
  • Talent Development
  • Workflow Management
  • Service Delivery Optimization
  • Focused on Customer Satisfaction
  • Team Building and Leadership
  • Time Management
  • Training and Coaching
  • Customer-Focused
  • Customer Relationship Management (CRM)
  • Decision-Making
  • Delivery Management
  • Logistics Coordination
  • Issue Resolution
  • Safety Practices
  • Risk Management
  • Business Planning

Affiliations

  • Football
  • Music
  • Bike Riding

Languages

English
First Language
Malayalam
Intermediate (B1)
B1
Hindi
Intermediate (B1)
B1

Timeline

Customer Service Associate Manager

Nykaa
04.2016 - Current

Assistant Manager

Mirraw
02.2014 - 12.2015

Relationship Manager

Kotak Mahindra Bank
11.2013 - 02.2015

Bsc IT - Graduate - Computer And Information Sciences

Robert Money High School

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Abhishek Tali