Dance
Arul Robin
Client Support Manager
Mumbai,Maharashtra
Summary
Experienced Client Support Manager with over 10+ years of experience in customer service & e-commerce. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
3
3
Certificates
4
4
Languages
Work History
Client Support Manager
Instashop
Dubai
01.2022 - Current
- Effectively supervised 80+ employee’s day-to-day front-end operations of busy customer service department.
- Hired, trained, and mentored top customer service agents and front-end staff.
- Introduced higher standards for customer satisfaction goals and enabled customer service staff members to effectively meet them.
- Monitoring team and provide timely feedback.
- Have provided impact full idea to top management which has improved customer service process and support structure of company.
Quality Assurance Supervisor
Instashop
Dubai
11.2019 - 12.2021
- Evaluated interactions between associates and customers to assess personnel performance for team of 50 QAs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Monitored testing processes, test development and user acceptance testing.
Quality Assurance Co-ordinator
Instashop
Dubai
09.2017 - 10.2019
- Used critical thinking to break down problems, evaluate solutions and make decisions by monitoring more than 1K orders.
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor.
- Regular follow up with stores and drivers on orders.
- Proved successful working within tight deadlines and fast-paced environment.
Customer Finance Advisor
Tech Mahindra
Mumbai, Maharashtra
02.2016 - 09.2017
- Proven ability to learn quickly and adapt to new situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted customers with overdue bills payment and various payment plans of Vodafone - AUS.
- Collection of payments and maintaining the assigned KPI's.
Team Coach
Serco Global Services
Mumbai, Maharashtra
06.2014 - 07.2015
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Monitored 250 calls per agent on a monthly basis of a team of 25.
- Maintained the quality team score target of more than 85% regularly.
- Handled the team of collection department and monitoring the KPI's.
Customer Service Advisor
Serco Global Services
Mumbai, Maharashtra
06.2012 - 05.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Described product highlights and benefits to help guide payment decisions.
- Managed department call volume of 80 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Assisted customers to clear the overdue payments. Guiding them with payment plans and hardships plans for Lumo Energy - AUS Electricity.
Education
MBA - Finance
Welingkar Institute of Management Development
Mumbai 07.2013 - 12.2016
Skills
Complaint resolution
Staff Management
Leadership
Documentation and reporting
Call center operations
Honor Awards
- Serco: Star Award (03/2013 - 04/2014)
- Tech Mahindra: Best Collector of the month (Aug 2016)
- InstaShop: Star performer of the quarter (07/2018 - 10/2018)
Interests
Music
Movies
Certification
Six Sigma Foundations
Timeline
Six Sigma Yellow Belt
08-2023
Six Sigma Foundations
03-2022
Operational Excellence Foundations
03-2022
Client Support Manager
Instashop
01.2022 - Current
Quality Assurance Supervisor
Instashop
11.2019 - 12.2021
Quality Assurance Co-ordinator
Instashop
09.2017 - 10.2019
Customer Finance Advisor
Tech Mahindra
02.2016 - 09.2017
Team Coach
Serco Global Services
06.2014 - 07.2015
MBA - Finance
Welingkar Institute of Management Development
07.2013 - 12.2016
Customer Service Advisor
Serco Global Services
06.2012 - 05.2014