Summary

Overview

Work History

Education

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Skills

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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

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Skills

Customer service expert

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Quote

Every problem is a gift—without problems we would not grow.

Tony Robbins