Chandra Shaker
Bangalore
Summary
To join an organization that offers opportunities for both personal and professional growth, where I can tackle creative and challenging projects. I am committed to leveraging my potential and contributing effectively in a role focused on development, training, and team building. As a motivational team leader with a track record of optimizing team productivity and meeting targets, I am dedicated to ensuring employee safety and efficient management of assignments, schedules, and personnel.
Overview
11
11
years of professional experience
Work History
Team Lead – Customer Success
Unacademy
09.2021 - Current
- Manage escalations, legal notices, social media, and consumer grievances, addressing complex queries effectively.
- Handle high email volumes and support learners via email and phone as needed.
- Assign daily tasks to the team, ensuring timely completion.
- Achieved a 100% CSAT score, improving team rankings and quality scores.
- Oversee implementation of the new employee training program.
- Collaborate with the team to share feature requests and workarounds, and inform customers about new features.
- Follow up with customers to resolve technical issues and grievances positively.
- Gather and relay customer feedback to Product, Sales, and Marketing for improvement.
- Address sales team support queries and interact with internal stakeholders for grievance updates.
- Provide feedback for managing learner feedback and enhancing satisfaction.
- Proactively address escalations and recommend corrective actions to improve efficiency.
- Collaborate on SOP reviews and suggest changes based on daily operations.
- Manage business reports, ensuring accurate communication of performance metrics and root cause analysis.
- Demonstrate problem-solving, interpersonal skills, and foster a collaborative environment.
- Offer training and support to keep the team motivated and goal-focused.
- Interview and select new team members from recruitment recommendations.
- Conduct quality assurance and provide feedback for improvements.
- Resolve data issues through analysis and appropriate solutions.
- Promoted to leadership for strong work ethic and exceptional service.
- Assign projects and tasks based on team members’ expertise.
- Review work for consistency, quality, and conformance.
- Motivate and empower the team to enhance customer satisfaction and retention.
- Collaborate with management to implement new procedures or policies.
- Monitor team progress, enforce deadlines, and create performance reports.
- Conduct quality checks and optimize workflows to manage dynamic demands.
Academic Advisor
Mastree
11.2020 - 09.2021
- Was responsible for customer service and maintaining the SOP's with good results
- Providing on-point solutions to customer problems, resolving their queries, checking and following up on escalations and customer requests checking deeply to understand the reason and to work on customer experience for better services
- Checking out tech issues from parents end and from teacher end
- Working on different projects on a real-time basis with existing leads Ex
- Renewals for parents Continuation and for company business point, generating referrals
- Have worked on customer requests within TAT using Fresh desk
- Working as a single point of contact for parents to help our customers understand and use our full suite of services
- Observing customer satisfaction, escalations of issues to make the system fundamentally better
- Handling all customer requests on call solutions to their doubts being as a single point of contact for more than 200 parents.
Account Manager
Bundl Technologies Pvt Ltd (Swiggy)
11.2019 - 07.2020
- Sustaining and Growing the relationships with Restaurants which translate to growth in revenue
- Managed 100+ accounts, Follow a Consultative guided approach with these merchants which ensures a strong relationship is built and maintained
- Have handled partner’s across Bangalore and remotely from Pune
- Handling Escalations like Finance & serviceability Issues
- Generating revenue through Ads, CPC, Carousels, and through other advertising strategies
- Manage Initiation of Partnerships with new accounts & actively managing existing relationships, Being their POC from Swiggy
- Manage the sales administration function, Operational performance Reporting
- Working on all applications for reports.
On-Boarding Team - VM
Bundl Technologies Pvt Ltd (Swiggy)
01.2019 - 10.2019
- Handling Escalations
- Supporting the sales team for making the restaurants onboard
- Sharing reports to Manager
- Contacting the internal team for Updations (like catalog, Hygiene Audit & Gst Team)
- Working on onboarding Applications
- Making restaurants Onboard
- Responsible for On-boarding the restaurants & promoting the Brand across Pan India.
MIS Executive
Beyondlimits (Airtel Enterprises Partner)
04.2013 - 12.2018
- Provisioning Support for sales
- Post Sales service management
- Documentation & Verification process
- Provisioning support for new activations
- Technical support in primary level troubleshooting
- Replying Customers as per the process for their queries
- Resolved an average of enquiries in any given week
- Exclusive support for corporate customers on time.
Education
BCOM -
C.V Raman University
06-2017
PUC -
LVS Secondary & Senior School
04-2012
SSLC -
M S Ramahaia High School
03-2009
Skills
- MS Office, Windows XP, Excel, Oracle, Internet
- Lead sales team, set targets, and conduct training and performance assessments
- Manage corporate sales, acquire customers, and drive sales via phone and email
- Oversee stock maintenance, sales reports, and financial documentation
- Facilitate backend operations and ensure seamless integration
- Achieve personal and team targets, ensuring timely completion of tasks
- Address grievances, escalate issues, and ensure customer satisfaction
- Develop and maintain customer relationships
Technical Skills:
Leadership & Management:
Sales & Customer Management:
- Handle customer documentation and verification
- Promote business through marketing and advertising
- Assist with process updates and coordinate cross-functional activities
- Utilize Oracle and other applications effectively
- Hands-on problem solver with adaptability and flexibility
- Implement process improvements, manage data analysis, and report findings
- Solve problems and manage stakeholder relationships effectively
- Eagerness to learn, multitasking, excellent time management
- Quality improvement, overtime management, strong work ethic, and go-getter attitude
Problem-Solving & Initiative:
Additional Skills:
Languages
- English
- Kannada
- Telugu
- Hindi
- Tamil
Extracurricular Activities
Interested in Outdoor games like Cricket, Badminton, Cycling.
Achievements & awards
- Received multiple accolades from Airtel, Swiggy, Mastree, and Unacademy leadership
- Awarded Best Team Lead for All-Round Performance
- Recognized for achieving the highest sales in the Provisioning Team
- Honored for Best Work Station Decoration
- Awarded for outstanding Consumer First, Customer Success, and Customer Experience
- Recognized for effectively addressing and resolving critical escalations
Timeline
Team Lead – Customer Success
Unacademy
09.2021 - Current
Academic Advisor
Mastree
11.2020 - 09.2021
Account Manager
Bundl Technologies Pvt Ltd (Swiggy)
11.2019 - 07.2020
On-Boarding Team - VM
Bundl Technologies Pvt Ltd (Swiggy)
01.2019 - 10.2019
MIS Executive
Beyondlimits (Airtel Enterprises Partner)
04.2013 - 12.2018
BCOM -
C.V Raman University
PUC -
LVS Secondary & Senior School
SSLC -
M S Ramahaia High School
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