Akilan Shanmugham
Coimbatore
Summary
Professional with 9 years of experience, including 5 years in team management. Demonstrated ability to lead teams towards achieving objectives, streamlining processes, and increasing productivity. Skilled in project management, effective communication, and problem-solving. Committed to fostering collaboration and delivering results in high-pressure environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Vaanam Furnishings Private Limited
Coimbatore
04.2024 - Current
- Established and configured tools, systems, and communication channels for the customer service team, ensuring operational efficiency.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Established and maintained CRM databases, ensuring data accuracy and compliance.
- Implemented customer feedback mechanisms to gather insights and improve service delivery.
- Led regular team meetings to discuss performance and address challenges.
- Collaborated with other departments to enhance overall service delivery.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Managed vendor relationships, procurement coordination, and order fulfillment to maintain product and service quality.
- Handled escalated customer issues, focusing on timely resolution and root cause analysis to enhance retention.
- Led cross-functional customer service team, setting KPIs and monitoring performance for improved outcomes.
- Implemented and maintained CRM systems for lead tracking and automated customer follow-ups.
- Designed and implemented standard operating procedures to streamline operations and improve turnaround time.
- Collaborated with software vendors and internal teams to integrate CRM systems, enhancing data synchronization.
- Leveraged insights from CRM analytics to identify trends, forecast demand, and improve satisfaction metrics.
Sr. Administrator
Amazon Development Center
Coimbatore
10.2020 - 12.2022
- Handling front-line team with approximately 10-15 members provide consistently high service levels by supporting customers across US, CA and IND.
- Mentor associates, drive results, and conduct team meetings and 1:1s with associates on a regular basis.
- Manage team's daily work volumes and transactions accurately, within established deadlines, and in accordance with existing policies and procedures.
- Ability to identify and implement process improvement initiatives.
- Monitor team metrics and assist Team Leadership with coaching as necessary to optimize team metrics and assist Team Leadership and agents with escalated issues as needed.
- Support and engagement throughout the team and partnership with peers to build and maintain business goals.
- Understanding of metrics and ability to speak to spikes in volume and other outlier issues, manage team performance actions, and elevate to Operations Manager.
Resolution Specialist
Amazon Development Center
Coimbatore
06.2018 - 10.2020
- Lead and supervise customer service team of 20-25 associates to ensure exceptional customer experiences and high levels of customer satisfaction.
- Identifying customer-impacting issues, working out and implementing solutions, and making process improvements to increase customer satisfaction rates.
- Exceptional written and verbal English communication abilities, facilitating effective interactions with customers and team members.
- Acts as Supervisor for escalated customer contacts via Phone, Email and Chat.
- Clarifying doubts, processing high value concessions as per the policy on behalf of associates.
- Providing process improvement ideas that benefits associate and customer experience.
- Proven experience in providing process and customer handling guidance to new hires, ensuring smooth onboarding process.
- Assist in developing and implementing training programs to improve quality and productivity of team.
- Delivering weekly and monthly performance reviews of all team members and providing constructive feedback.
Customer Service Associate
Amazon Development Center
Coimbatore
04.2017 - 06.2018
- Provided exceptional customer service by addressing inquiries, resolving issues, and offering product guidance, ensuring positive and seamless shopping experience for Amazon customers in US, UK and CA region.
- Demonstrated strong verbal and written communication abilities while interacting with customers via phone, chat, and email, effectively conveying information and troubleshooting problems.
- Consistent Performance by achieving operational goals.
- Frequently won prizes during rewards and recognition.
- Utilized critical thinking and resourcefulness to analyze customer concerns, identify root causes, and implement practical solutions, resulting in increased customer satisfaction and reduced escalations.
- Proficiently navigated Amazon's internal systems and tools to efficiently manage customer accounts, process orders, initiate refunds, and track shipments, contributing to streamlined operations.
Customer Service Associate
Sutherland Global Service
Chennai
06.2015 - 03.2017
- Delivered exceptional customer service by resolving inquiries and providing product guidance for Amazon customers across the UK.
- Resolved customer complaints using problem-solving techniques and tools.
- Demonstrated strong verbal and written communication skills while interacting with customers via phone, chat, and email.
- Achieved operational goals consistently through dedicated performance and focus on quality service.
- Received multiple awards for outstanding contributions to customer satisfaction and team success.
- Utilized critical thinking to analyze customer issues, identify root causes, and implement effective solutions.
- Navigated Amazon's internal systems to manage customer accounts, process orders, and track shipments efficiently.
Education
Bachelor of Science - Electronics & Communication System
Sri Krishina College of Arts And Science
Coimbatore04-2014
Skills
- Contact centre operations
- CRM analytics
- Performance monitoring
- Process improvement
- Team leadership
- Cross-functional collaboration
- Problem solving
- Conflict resolution
- Strategic planning
- Policy enforcement
- Social media monitoring
- Coaching and adaptability
- Compliance and protocols
- Effective communication
- Relationship management
- Microsoft Office proficiency
- Service level adherence
- Customer relationship management
- Time management
- Recruitment and onboarding
Certification
Full Stack Big Data Developer
Timeline
Customer Service Manager
Vaanam Furnishings Private Limited
04.2024 - Current
Sr. Administrator
Amazon Development Center
10.2020 - 12.2022
Resolution Specialist
Amazon Development Center
06.2018 - 10.2020
Customer Service Associate
Amazon Development Center
04.2017 - 06.2018
Customer Service Associate
Sutherland Global Service
06.2015 - 03.2017
Bachelor of Science - Electronics & Communication System
Sri Krishina College of Arts And Science