Gerald Xavier

Summary

Seasoned management professional successful at establishing excellent working relationships with customers, employees, vendors and contractors.

Overview

16

years of professional experience

3

Certifications

3

Languages

Work History

Business Operations Manager

Full creative Pvt ltd

06.2020 - 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

06.2017 - 05.2020

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

02.2012 - 05.2017

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

06.2010 - 02.2012

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

10.2007 - 07.2009

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

Annamalai University, Chidambaram

06.2010 - 07.2013

Skills

Customer Service Management

Onboarding and training

Analytical Skills

Strategic Planning

Client Service

Project Management

Customer Service Management

Accomplishments

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

Intercom

Google suite

Jira

Figma

Miro

Canva

Timeline

Professional Scrum Product Owner™ I (PSPO I)

11-2022

HUMAN-CENTERED SERVICE DESIGN

11-2022

Business Operations Manager - Full creative Pvt ltd

06.2020 - Current

Assistant Manager - full creative pvt ltd

06.2017 - 05.2020

Professional Scrum Master™ I (PSM I)

10-2016

Team Leader - full creative pvt ltd