Calwin Thoguru
Team Lead (Customer Services)
Hyderabad,TS
Summary
Team Lead with over 8 years of successful experience in Managing a team and customer support. Recognized consistently for performance, excellence and contributions to success in customer support industry. Strengths in motivating agents and providing ways to achieve goals.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Customer Support Team Lead
[24]7 pvt. ltd.
Hyderabad, Telangana
10.2012 - Current
- Responsible for leading and managing a new process (Target Retail services - Order support) from pilot batch to its current position in Hyderabad.
- Created templates to maintain Quality of chats that were used by new employees who have never been in customer support.
- Actively participated in client calls and internal calibrations on how to improve and suggest ideas that could be implemented.
- Motivated team to always follow the right procedures and provide alternate solutions whenever they are unable to provide a resolution to customer.
- Cultivated a habit of thinking from all directions and using all the resources available to assist a customer.
- Organized one on one sessions, 2 weeks in a month to individually analyze agents performances, provide feedbacks and areas of improvement.
- Maintained a good rapport with the team and always tried to keep the morale high to perform and celebrate all success, minor and major.
- We were the # 1 team in achieving survey percentage during peak season. Performed 5% above the given goal.
Education
Bachelor of Science - Electrical, Electronics Engineering Technologies
Karunya Institute of Technology
Coimbatore, TN 05.2001 - 05.2005
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
Customer service expert
Verbal and written communication
Microsoft PowerPoint, Excel and Word
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins