Bharath Kumaar B G
Bengaluru
Summary
Seeking a team leader position within a dynamic organization that offers challenging opportunities. Aim to leverage team-oriented mindset and optimistic approach to contribute as a valuable asset, fostering both organizational success and professional development. Highly possess the capability to deliver prompt and effective support, ensuring end users' productivity and the seamless operation of business process.
Overview
10
10
years of professional experience
Work History
Consultant
Wipro Technologies
Bengaluru
01.2023 - Current
- Oversee the execution of plans, monitor progress, and adjust strategies as needed
- 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
- 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
Specialist
24-7 In-Touch
Bengaluru
10.2020 - 01.2023
- Handled Team of 22
- Ensure team achieving target (CSAT and Quality)
- Audit team members' emails on weekly basis
- Audit DSATs and develop plan to increase CSATs
- Share feedback on emergent issues with clients
- Share hourly reports with team
- Conduct daily huddles and share review critical cases with Team
- Cross train agents for new games
- Handle escalations from clients
- Assign responsibility for social media escalations
- Prepare and share team's weekly and monthly performance report
- Documenting interaction and follow up to keep track on resolution
- Ensure team follows promise behaviors to uncover customer needs to resolve issue.
- Followed all company policies and procedures to deliver quality work
- Assisted with staff training to enforce quality, safety and sanitation guidelines
- Conducted regular reviews of operations and identified areas for improvement
Senior Relationship Manager
NoBroker Technologies
Bengaluru
11.2019 - 10.2020
- Act as point of contact for escalated issues, demonstrating strong problem-solving abilities
- Regularly evaluate team progress against targets and key performance indicators
- Effectively resolve conflicts within team, fostering positive and collaborative working environment
- Train and mentor 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
- Analyze customer needs and preferences to develop tailored plans and services
- Proactively propose solutions to address potential issues and enhance customer satisfaction
- Oversee management of owner properties, ensuring compliance with agreements and providing quality service
- Address any property-related issues and collaborate with team members to find solutions.
- Researched current trends to identify prospective customers and determine specific needs
Subject Matter Expert (SME) - AT&T
[24]7 INC
Bengaluru
01.2018 - 03.2019
- Managed team of 16 in absence of Team leader
- Publish hourly performance report to team
- Ensure team achieves targets on daily basis
- Conduct daily huddle and discuss on daily agenda and updates before shift starts
- Conducting product sessions / knowledge sessions to agents (trainees)
- Monitor and report trainee performance along with recommendations for process improvements and people development
- Handhold trainees and provide 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
Bengaluru
06.2017 - 12.2017
- Providing support to AT&T mobility customers with billing, payment transaction and order related query
- Handling escalation chats and unresolved cases
- Managed over 50 chats per day
- Following promise behavior to uncover customer needs to resolve customer issue
- Managing response time to keep customer engaged to provide better customer service
- Documenting 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 Tele sales team of 18
- Barge Tele caller calls and share feedback live feedback
- Send team performance reports to management
- Share product feedback with the R&D team to address the default issues
- Co-ordinate with clients on daily basis to get feedback on product to give analytical report to management to improvise product
- Co-ordinate with national marketing team and send potential clients follow up reports to management
- Send telemarketing team client follow up reports to management
- Sell IoT products (Nutans R) to potential clients.
Education
Skills
Best Practices Implementation
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