Brindha Sampath

Experienced Manager bringing 12 years of quality performance in customer support supervisory roles and client management. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Well versed in applying conflict resolution strategies to escalated customer complaints. Helpful team leader passionate about training others in customer satisfaction. Noted for creativity in customer support strategies.

• Designed the workflow and developed the process documentation from scratch.
• Developed the logs of implemented solutions, generated, and submitted reports.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer success team.
• Created customer support strategy to increase customer retention.
• Facilitated penetration of key accounts via strategic planning initiatives.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Played an instrumental role in client satisfaction by working with operational teams to resolve service/placed candidate issues properly.
• Managed successful negotiation of long-term contract renewals with business owners and sales affiliates.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Identified the cross-sell and up-sell sales opportunities by assessing the environment and devising and implementing winning strategy.
• Gained customer acceptance by demonstrating cost reductions and operations improvements.
• Contributes to sales engineering effectiveness by identifying short-term and long-range issues and recommending courses of action.
• Recommended changes, improvements, or product enhancements to the product development team based on customer feedback.
• Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
• Developed, implemented, and enhanced employee targets and operational policies to promote productivity and strengthen team performance.
• Liaised with sales, marketing, learning & development, recruitment, lead generation, and management teams to develop solutions and accomplish shared objectives.
• Promoted business' development by building and maintaining relationships with new clients.
• Established and administered annual budget with controls to prevent overages, minimize burn rate, and support sustainability objectives.
• Worked in a matrix management environment with oversight of division-level managers, operations, sales, finance, human resources, safety, and compliance.
• Established positive and effective communication among staff and organization leadership, reducing miscommunications and missed deadline.
• Spearheaded department training for appraisals of new components.
• Implemented a ticket tracking system using ZENDESK and worked with the team to create a customized system for improved tracking and logging of work issues.
• Advanced productivity KPIs by leading pieces of training on procedures and safety practices.
• Formulated processes to improve assistance to support groups, resulting in the reduction of downtime and financial loss.
• Helped build and review master service agreements for work eligibility.
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Developed and rolled out new policies designed to bolster productivity and reduce overall costs.
• Assisted management with first-level support inquiries and Submitted reports to senior management to aid in business decision-making and planning.