Arjun Salian
Bangalore
Summary
Team Lead specializing in customer support and operations management. Achieved significant improvements in service delivery and operational efficiency through effective team leadership and process optimization. Expertise in grievance resolution, vendor coordination, and scalable technology implementation. Demonstrated success in cost optimization and capacity management, driving measurable results.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sr. Associate
Total Environment Building System
Bangalore
09.2024 - Current
- Manage end-to-end tracking of service tickets, ensuring timely resolution and reporting on case ageing.
- Conduct internal audits to monitor response quality and adherence to service standards.
- Introduced a “closing the loop” process to confirm resolution and ensure follow-ups even when immediate solutions were unavailable.
- Developed a centralized knowledge base and standard email formats to streamline team communication.
- Lead and mentor a team of 8+ associates; defined KPIs, reviewed performance, and provided regular coaching.
- Analyze CEO-level escalations, perform root cause analysis, and drive cross-functional alignment on resolutions.
- Generate and share structured reports with leadership to track issue trends, bottlenecks, and improvements.
Team Leader
SWIGGY India Pvt Ltd
Bangalore
04.2020 - 01.2024
- Led a team of 25+ customer service representatives, driving operational efficiency and improving KPIs
- Developed and implemented operational strategies, streamlining workflows and improving service delivery.
- Provided leadership, training, and coaching, fostering a culture of continuous improvement and accountability
- Collaborated with cross-functional teams to achieve business objectives and meet SLAs
- Managed and Coordinated with OSP Partners: Oversaw the performance and operational efficiency of 7 OSP partners, ensuring alignment with company standards and objectives
- Performance Monitoring and Improvement: Regularly evaluated partner performance metrics, providing actionable insights and driving improvements that led to a 5% increase in overall service levels.
- Strategic Partnership Development: Collaborated with OSP partners to develop and implement strategies that enhanced their operational capabilities, resulting in a 10% reduction in response times across the board.
- Training and Support: Provided continuous training and support to OSP teams, fostering a culture of excellence and accountability, which improved customer satisfaction scores by 5-6%
- Conducted regular performance reviews to assess individual team member progress.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
Sr. Quality Analyst
SWIGGY India Pvt Ltd
Bangalore
05.2019 - 03.2020
- Performed quality audits on customer interactions to ensure compliance with service standards and operational policies.
- Delivered constructive feedback to agents, driving continuous improvement in customer support performance.
- Developed and implemented process improvement strategies to enhance service efficiency and accuracy.
- Conducted training and upskilling sessions focused on quality assurance, communication, and customer satisfaction best practices.
- Analyzed service data and performance metrics to identify trends, root causes, and opportunities for optimization.
- Collaborated with team leads and managers to align quality goals with organizational KPIs and improve CSAT scores.
- Performed root cause analysis of reported errors and developed corrective action plans accordingly.
Sr. Executive (Social Media Escalations)
SWIGGY India Pvt Ltd
Bangalore
10.2018 - 04.2019
- Managed customer inquiries and complaints escalated through social media, ensuring timely and satisfactory resolution
- Conducted thorough investigations and collaborated with internal teams to resolve issues effectively
Customer Service Banking - CRM Operations
Concentrix Daksh Services Pvt Ltd
Bangalore
08.2016 - 12.2017
- Handled banking customer inquiries and transactions, ensuring compliance with regulations and policies
- Resolved customer complaints, contributing to customer satisfaction and retention
Education
Bachelor's - Computer Application
IVUP
Bangalore05-2015
Pre University -
Alpha Jr. College of Science & Commerce
Mumbai04-2012
SSC -
St. Arnold's High School
Mumbai04-2010
Skills
- Customer Relation Management
- Microsoft Office
- Project Management
- Leadership and Team Management
- Communication Skills
- Process Improvement and Optimization
- Performance Monitoring and Analysis
- Analytical Skills
- Root Cause Analysis
- Training and Development
- Stakeholder Communication
- Strategy development
- Resource Allocation
- Problem Solving
Projects
Fraud Analyst Team Leadership & Process Optimization
- Led the development and implementation of streamlined workflows for proactive fraud detection, investigation, and mitigation within financial transactions.
- Introduced advanced analytical tools and techniques, significantly enhancing detection accuracy and reducing financial losses.
- Mentored team members and fostered a culture of continuous improvement, innovation, and accountability.
- Built strong partnerships with internal stakeholders and legal teams to ensure coordinated and efficient fraud prevention efforts.
- Designed and delivered training programs to upskill team members, reinforcing security protocols and fraud prevention strategies.
- Conducted end-to-end analysis of customer service operations to identify and resolve inefficiencies, improving satisfaction and responsiveness.
- Collaborated with the team to implement strategies that improved average response and resolution times, and boosted customer satisfaction scores.
- Rolled out targeted training programs focused on communication, empathy, and problem-solving.
- Established a performance tracking system to monitor key metrics such as first-call resolution and customer satisfaction.
- Standardized operating procedures and implemented regular coaching sessions, driving consistent service quality and team performance.
Accomplishments
- Increased customer satisfaction: Improved customer satisfaction scores by 3-6% through targeted training and process enhancements
- Reduced response time: decreased average response time by 11-13 seconds by optimizing workflows and implementing a real-time performance tracking system
- Enhanced resolution rates: Achieved a 20% increase in first-call resolution rates, leading to faster problem resolution and higher customer satisfaction
Certification
- CCNA
Custom
- English, Hindi, Tulu, Kannada, Marathi
Timeline
Sr. Associate
Total Environment Building System
09.2024 - Current
Team Leader
SWIGGY India Pvt Ltd
04.2020 - 01.2024
Sr. Quality Analyst
SWIGGY India Pvt Ltd
05.2019 - 03.2020
Sr. Executive (Social Media Escalations)
SWIGGY India Pvt Ltd
10.2018 - 04.2019
Customer Service Banking - CRM Operations
Concentrix Daksh Services Pvt Ltd
08.2016 - 12.2017
Bachelor's - Computer Application
IVUP
Pre University -
Alpha Jr. College of Science & Commerce
SSC -
St. Arnold's High School
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