Intercom
Gerald Xavier
Business Operations Manager
Chennai
I’m no longer quite sure what the question is, but I do know that the answer is “Yes.”
Leonard Bernstein
Summary
Seasoned management professional successful at establishing excellent working relationships with customers, employees, vendors and contractors.
Overview
16
16
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Business Operations Manager
Full creative Pvt ltd
2020.06 - Current
- Devised strategies to boost customer sales and drive referrals due to excellent service resulting in new customer relationships.
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Implemented escalation procedures to effectively handle time-sensitive issues.
- Recruited, hired, mentored over 75 staff on business procedures, policies, duties and customer care methods.
- Worked in tandem with Director of Operations to better understand business process and initiate improvements, helping company achieve goals.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed, trained and motivated Team lead's and manager's to continuously improve knowledge and abilities in SaaS and customer communication field.
- Eased team transitions and new employee orientation through effective training and development.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Assistant Manager
full creative pvt ltd
2017.06 - 2020.05
- Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Developed productive, profitable and achievement-oriented working environments for employees.
- Evaluated current operational strategies and recommend improvements.
- Supervised operations team to support operational excellence and excellent customer service and reduce their email response time to 15 minuntes.
Team Leader
full creative pvt ltd
2012.02 - 2017.05
- Acted as key point of contact for all QA aspects of releases by providing QA services and coordinating QA resources internally and externally.
- Established metrics, applied industry best practices and developed new tools and processes.
- Created requirements for milestones and monitored completion of tasks for QA team.
- Updated training database to help resolve common issues.
-
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
Customer Service Associate
Tata consultancy services
2010.06 - 2012.02
- Resolved complaints to satisfy customers and encourage future transactions.
- Exhibited high energy and professionalism when dealing with clients.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Investigated and resolved customer inquiries and complaints quickly
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback
- Trained new associates in company policies and procedures, fostering supportive work environment
- Assisted in the development of new customer service protocols to improve overall performance metrics
- Offered advice and assistance to customers, paying attention to special needs or wants
Customer Service Executive
Sutherland Global services
2007.10 - 2009.07
- Provided primary customer support to internal and external customers.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues
Education
Bachelor of Science - Visual Communication
2010.06 - 2013.07
Skills
Customer Service Management
undefinedAccomplishments
- Achieved increased Customer adoption through effectively helping with customer onboarding team.
- Worked to create a KRA/KPI plan to achieve the companies startegic goal across teams that reported to me
- Achieved customer request documentation by introducing Feedbear software to collect and manage requests.
- Achieved more than >90% customer satisfaction through effectively reducing customer response times to < than 60 secs.
- Supervised team of 120 staff members.
- Resolved product issue through consumer testing.
- Achieved 6% total revenue contribution through helping the customer achieve product adoption.
- Achieved average 20% increase in integrations of payment gateways by completing demo's with customers.
- Implemented a Learning and development team in the Indian operations.
Certification
Professional Scrum Master™ I (PSM I)
Software
Google suite
Jira
Figma
Miro
Canva
Timeline
Professional Scrum Product Owner™ I (PSPO I)
2022-11
HUMAN-CENTERED SERVICE DESIGN
2022-11
Business Operations Manager - Full creative Pvt ltd
2020.06 - Current
Assistant Manager - full creative pvt ltd
2017.06 - 2020.05
Professional Scrum Master™ I (PSM I)
2016-10
Team Leader - full creative pvt ltd
2012.02 - 2017.05
Customer Service Associate - Tata consultancy services
2010.06 - 2012.02
Annamalai University - Bachelor of Science, Visual Communication
2010.06 - 2013.07
Customer Service Executive - Sutherland Global services
2007.10 - 2009.07
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