Deepak T

Objectives

· Lead the Customer Service Team and set up Processes to improve overall KPIs related to customer service.

· Plan, strategize and execute the most efficient team structure required to meet KPIs.

· Project manage improvements on site to ensure enhanced consumer experience.

· Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below target.

· Enhance customer experience with technology automations around refunds, chatbots etc.

· Hands on experience in sales

·Worked on CRM tools such as Salesforce, Kapture,
Zoho, Zendesk, Vinculum, Unicommerce, and
Ozenetel

KPIs & Qualitative Measures

· % Queries over calls/tickets/chats, escalations

· Issue Resolution within TAT

· Service levels

· C-SAT score

· NPS Score

· Efficiency/Capacity Utilization of CS team Attain Quarterly sales target

· Attain Quarterly sales target

· Best % conversion from website Abandon cart

Organizational Relationships

Internal:

1. Finance

2. Operations

3. Supply Chain

4. Sales

5. Retail

External:

1. Customer experience & business solution provider

2. Customer service call & ticketing software providers

3. E-Com Technology Service Partner

4. Warehouse service partners

5. Courier Partners

• Resolving all the complaints within minimal amount
  of time with the help of internal team.
• Maintaining and achieving good level of CSAT
• Address customer inquiries in timely and accurate
  fashion
• Built Client trust by providing efficient support to the
  customers with remarkable CSAT score
• Memorize entire line of policies of client as well as
  companies and provide best support to the
  customers
• Mentoring the new joiners

• Handling all India escalations and queries from
  clients.
• Publishing hourly report to the stake holders

• Performing Radio Graphy Test on Pipe Lines of
  Bharath Petroleum Corporation of India Limited
• Performing Radio Graphy Test at Cochin Shipyard
  Limited in B95 Barge Vessels, Indian Navy Ship-Vikrant, INS Vikramaditiya & INS Kalvari.