Summary
Overview
Work History
Education
Skills
Websites
Languages
Accomplishments
Timeline
Generic
DINESH KUMAR

DINESH KUMAR

Chennai

Summary

  • Successful service delivery manager with 7.7years of experience in providing online retail business support, optimizing team's performance and establishing client communication.
  • Adopt at maximizing client satisfaction by strategically improving B2B support and implementing process quality enhancement strategies.
  • Successful track record in coordinating with Amazon clients to understand their requirements, raising GEMBA to clients to get clarifications or any error identified in the shared updates and making important decisions to maintain productivity.
  • Adroit in maintaining good relationship with teams and clients and providing suggestions for necessary improvements in the work environment applications.
  • Successful at training and mentoring to promote a culture of collaboration and continuous sales improvement.
  • Talented leader offering top Notch abilities in people management, interpersonal communication and administrative oversight.

Overview

8
8
years of professional experience

Work History

Team Leader

Sutherland Global Services
Chennai
09.2016 - 04.2024
  • Conducted training and mentored team members to promote productivity and commitment to friendly service
  • Established open and professional relationships with team members to achieve quick resolutions for various issues
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
  • Trained and supported new team members, maintaining culture of collaboration
  • Analyzed customer data to identify trends and anticipate customer needs
  • Developed and implemented strategies to increase customer satisfaction and engagement
  • Providing prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers' issues
  • Maintaining a positive and professional demeanor, always portraying the company in a positive light and effectively managing sensitive issues
  • Solved customer queries regarding detail page, payments, refund issues, quality and quantity issues etc
  • Acted as a Floor Support (SME) when required to assist the new agents solve queries
  • Provided training regarding the process for the new agents.

Education

BE - ECE -

LVEC (Anna University)
01.2015

Skills

  • Team Leadership
  • Interpersonal Communication
  • Problem Solving
  • Networking
  • Customer Service
  • Data Analysis
  • Customer Satisfaction
  • Conflict Resolution
  • Training and Mentoring
  • Process Improvement
  • Quality Assurance
  • SLA Management
  • Operation Management
  • Root Cause Analysis

Websites

Languages

Tamil
First Language
English
Upper Intermediate (B2)
B2
Hindi
Beginner
A1

Accomplishments

  • Leadership Training - TM Essentials.
  • Certified Mentor - Subject Matter Expert

Timeline

Team Leader

Sutherland Global Services
09.2016 - 04.2024

BE - ECE -

LVEC (Anna University)

Similar Profiles

CREATE PROFILE
DINESH KUMAR