Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Accomplishments
Certification
Languages
Objectives
Timeline
Generic
B. Srikanth

B. Srikanth

Hyderabad

Summary

Dynamic Senior Team Lead with a proven track record at IntouchCX, excelling in team management and customer support. Expert in workflow optimization and performance evaluation, I drive continuous improvement and foster collaboration. Committed to developing training programs that enhance team skills and elevate service standards, ensuring exceptional client experiences.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Sr. Team Lead

IntouchCX PVT limited
Hyderabad
01.2019 - Current
  • I was promoted to Team Lead, managing a team while providing technical chat and email support to the U.S. Customers at IntouchCX Pvt. Limited, and later advanced to Senior Team Lead.
  • Led diverse teams to enhance customer service quality and efficiency.
  • Developed training materials for onboarding new team members effectively.
  • Managed daily operations to ensure adherence to company policies.
  • Conducted regular performance evaluations for team members' development.
  • Facilitated team meetings to discuss goals, challenges, and solutions collaboratively.
  • Implemented feedback mechanisms for continuous improvement in service standards.
  • Collaborated with management to optimize workflow processes and strategies.
  • Mentored staff to improve skills and performance in service delivery.
  • Researched best practices in related industries to stay abreast of current trends in technology and processes.
  • Developed and implemented procedures to ensure consistency in workflow across the team.

Subject Matter Expert (SME)

Knoah solutions
Hyderabad
01.2015 - 01.2019
  • Managing a team and providing technical chat support for U.S. customers at Knoah Solutions as a Subject Matter Expert (SME).
  • Led training sessions to enhance team knowledge on industry standards.
  • Analyzed client requirements to develop tailored solutions and recommendations.
  • Provided expert guidance on compliance and regulatory matters in operations.
  • Offered one-on-one support for team members and managers to drive continuous improvement.
  • Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.

Esupport officer

Best Buy
Hyderabad
01.2014 - 01.2015
  • Provided technical chat support for U.S. customers and Best Buy kiosk representatives.
  • Assisted in resolving customer inquiries and providing necessary information.
  • Collaborated with team members to streamline workflow procedures.
  • Facilitated meetings to discuss project updates and team objectives.

Education

Bachelor of Science - Hotel management

I. I. H. M Vizag
Vizag

Certified - Hardware & Networking

STAR computers Vizag
Vizag

Skills

  • Commitment to work
  • Team management
  • Customer support
  • Workflow optimization
  • Performance evaluation
  • Compliance guidance
  • Problem solving
  • Technical training
  • Goal-oriented
  • Team Player
  • Coaching and mentoring
  • Customer service management
  • Team Check-ins
  • Complaint resolution
  • Team motivation
  • Program development
  • SMART goals
  • Client communication
  • Feedback delivery
  • Teamwork and collaboration
  • Staff education and training
  • Client support
  • Client service
  • Work planning
  • Technical support
  • Leading team meetings
  • Performance evaluations

Hobbies and Interests

Cooking, communicating

Accomplishments

  • Being a degree holder in hotel management, I was awarded BRAVO (R&R for associates) three times for maintaining good customer satisfaction throughout the month
  • I got promoted to subject matter expert in a year due to my consistent performance and contribution to the team

Certification

  • Hardware & Networking

Languages

Telugu
First Language
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2

Objectives

  • Supporting the team to achieve high standards of customer satisfaction
  • Provide complete services within the scope of support for the customers who contact chat/email support
  • To coach and train the associates and new hires, and provide optimal support

Timeline

Sr. Team Lead

IntouchCX PVT limited
01.2019 - Current

Subject Matter Expert (SME)

Knoah solutions
01.2015 - 01.2019

Esupport officer

Best Buy
01.2014 - 01.2015

Bachelor of Science - Hotel management

I. I. H. M Vizag

Certified - Hardware & Networking

STAR computers Vizag

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B. Srikanth