ADISAYA UNNIKRISHNAN

• Supervised and coached a team of over 30 customer service advisors to achieve service quality and operational targets.
• Monitored real-time performance metrics, including SLA, response time, and customer satisfaction scores.
• Guided advisors in addressing customer concerns, enhancing solution-based service delivery.
• Supported advisors in handling customer concerns and delivering solution-based services.
• Led daily team briefings to reinforce communication standards, and service excellence.
• Coordinated with internal teams to ensure seamless customer support operations.
• Promoted sportsmanship values among athletes, fostering a positive competitive atmosphere within the team environment.

Motivated athletes to become stronger, more agile, and more effective through training habits and proper nutrition.

• Managed over 50 customer calls per day, achieving timely resolutions to enhance customer satisfaction.
• Trained and supported new team members, maintaining culture of collaboration.
• Investigated customer concerns, delivering structured service recovery solutions that improved retention rates.
• Maintained strong customer relationships through professional communication and problem-solving.
• Guided frontline agents in managing difficult customer interactions, fostering a supportive team environment.

• Achieved performance targets related to SLA, quality, and customer satisfaction metrics.
• Resolved customer queries, complaints, and service requests to enhance the overall customer experience.
• Managed 70–90 customer interactions daily via phone, email, and chat support.
• Documented customer interactions in CRM systems, ensuring timely follow-up to promote customer satisfaction.
• Maintained accurate records using CRM systems, and ensured proper follow-up.
• Onboarded and mentored new team members to support team integration and knowledge sharing.
• Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
• Mentored junior associates, fostering professional growth and helping them reach their full potential.
• Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
• Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.

• Chosen for three consecutive years as an Engagement team member due to leadership potential and performance.
• Coordinated employee engagement activities and internal communications to enhance team morale and collaboration.
• Collaborated with cross-functional teams to align operational responsibilities, and support project goals.
• Coordinated programs and celebrations for well-being.