Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Bharath Kumaar B G

Bharath Kumaar B G

Bengaluru

Summary

I am a dedicated and adaptable team member with a strong background in customer relationship management, strategic planning, and effective time management. Currently pursuing a leadership role within a dynamic company where I can tackle challenging opportunities. I aim to utilize my collaborative mindset and positive outlook to make meaningful contributions, driving both organizational growth and personal advancement. Additionally, I possess technical proficiency and a rapid learning ability, making me well-equipped to excel in any tech-oriented environment.

Overview

11
11
years of professional experience

Work History

Consultant

Wipro Technologies
01.2023 - Current
  • Oversee the execution of plans, monitor progress, and adjust strategies as needed to Analyze situations, gather data, and develop strategies to address issues and improve processes.
  • Ensure all the client requirements are addressed by the internal team.
  • Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Supported clients with business analysis, documentation, and data modeling.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Held weekly team meetings to inform team members on company news and updates.
  • Mentored associate consultants to encourage enthusiasm toward tasks and responsibilities.
  • Provide training to the internal teams and client teams to ensure the successful implementation of recommendations.
  • Transfer knowledge and skills to empower clients to manage similar challenges in the future.
  • Focus on continuous improvement, seeking ways to enhance efficiency, productivity, and overall performance for the Team.
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Conducted regular performance reviews to assess individual team member progress.
  • Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.

Specialist

24-7 In-Touch
10.2020 - 01.2023
  • Handled Team of 22.
  • Ensured team achieving target (CSAT and Quality).
  • Audited team members' emails and DSATs to develop plan and increase CSATs.
  • Shared feedback on emergent issues with clients.
  • Shared hourly reports with team and conducted daily huddles to share review on critical cases with Team.
  • Cross trained trainees and senior agents for new games.
  • Handled escalations from clients and assigned responsibility for social media escalations.
  • Prepared and shared team's weekly and monthly performance report.
  • Documented interaction and follow with Team members to keep track on resolution.
  • Assisted with staff training to enforce quality, safety and sanitation guidelines.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Monitored and reported on service levels, customer satisfaction and other KPIs to senior management.

Senior Relationship Manager

NoBroker Technologies
Bengaluru
11.2019 - 10.2020
  • Acted as point of contact for escalated issues, demonstrating strong problem-solving abilities.
  • Regularly evaluated team progress against targets and key performance indicators.
  • Effectively resolved conflicts within team, fostering positive and collaborative working environment.
  • Trained and mentored team members to enhance their skills and knowledge.
  • Set performance targets and provide ongoing support to team members of 11 to achieve and exceed goals.
  • Analyzed customer needs and preferences to develop tailored plans and services.
  • Proactively proposed solutions to address potential issues and enhance customer satisfaction.
  • Overseen management of owner properties, ensuring compliance with agreements and providing quality service.
  • Addressed any property-related issues and collaborate with team members to find solutions.

Subject Matter Expert (SME) - AT&T

[24]7 INC
01.2018 - 03.2019
  • Managed a team of 16.
  • Published hourly performance report to team.
  • Ensured team achieves targets on daily basis.
  • Conducted daily huddle and discuss on daily agenda and updates before shift starts.
  • Conducted product sessions / knowledge sessions to agents (trainees)
  • Monitored and reported trainee performance along with recommendations for process improvements and people development.
  • Handhold trainees and provided timely feedback help them to improvise on customer interaction.
  • Cross sell / up sell AT&T products to American customers.
  • Improved user productivity and efficiency through system training and support.
  • Enhanced equipment operation through monitoring, diagnostics and proper maintenance.

Senior Digital Advisor – AT&T

[24]7 INC
06.2017 - 12.2017
  • Provided support to AT&T mobility customers with billing, payment transaction and order related query.
  • Handled escalation chats and unresolved cases.
  • Managed over 50 chats per day.
  • Followed promise behavior to uncover customer needs to resolve customer issue.
  • Managed response time to keep customer engaged to provide better customer service.
  • Documented each and every interaction and follow up to keep track on resolution.
  • Produced detailed reports outlining key issues and proposed solutions.
  • Anticipated responses and prepared clear and articulate answers.

CSR Lead

Strobilanthes Technologies
Chennai
08.2013 - 04.2017
  • Managed Tech Support and Tele sales team of 18
  • Monitored team performance metrics to identify areas of improvement and devise corrective action plans accordingly.
  • Provided feedback on individual employee performance through one-on-one discussions or group coaching sessions.
  • Analyzed customer satisfaction survey results to assess gaps in services provided by the organization.
  • Troubleshooted complex technical issues escalated from lower-level employees when necessary.
  • Explained goals and expectations required of trainees.
  • Monitored call center metrics such as response times, hold times, abandonment rates to identify areas of improvement.
  • Analyzed customer feedback data to identify areas of improvement in terms of product quality or services provided.
  • Implemented changes that improved overall customer satisfaction levels by 15%.
  • Coordinated efforts between the Customer Support Team and other teams within the organization including Sales, Marketing, IT.
  • Coordinated with clients on daily basis to get feedback on product to give analytical report to management to improvise product
  • Coordinated with national marketing team and send potential clients follow up reports to management
  • Sell IoT products (Nutans R) to potential clients.

Education

Bachelor of Science - Computer Science

Annamalai University
Tamil Nadu

Skills

  • Best Practices Implementation
  • Hands-On Leadership
  • Customer Centricity
  • Leadership and Coaching
  • Team Performance and Management
  • Analytical Skill
  • Problem Solving Skill
  • Operational Oversight
  • Performance Tracking
  • Shift Management
  • Quality Assurance
  • Strategic Planning
  • Customer Relationship Management
  • MS Office
  • Subject Matter Expert
  • Process Improvement

Languages

Tamil
First Language
English
Proficient (C2)
C2
Kannada
Proficient (C2)
C2

Timeline

Consultant

Wipro Technologies
01.2023 - Current

Specialist

24-7 In-Touch
10.2020 - 01.2023

Senior Relationship Manager

NoBroker Technologies
11.2019 - 10.2020

Subject Matter Expert (SME) - AT&T

[24]7 INC
01.2018 - 03.2019

Senior Digital Advisor – AT&T

[24]7 INC
06.2017 - 12.2017

CSR Lead

Strobilanthes Technologies
08.2013 - 04.2017

Bachelor of Science - Computer Science

Annamalai University

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Bharath Kumaar B G