Ginto Mandumpal Shelly
Customer Care Manager
Thrissur
Summary
Customer Relations Manager with over 6 years of experience in enhancing customer loyalty and retention. Proven ability to thrive in fast-paced environments, utilizing strong problem-solving skills to address challenges effectively. Analytical expertise applied to optimize customer service processes, resulting in exceptional customer feedback.
Customer Manager offering Number-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
1
1
Language
1
1
Certification
14
14
years of professional experience
Work History
Customer Care Manager (Service)
Incheon KIA
11.2019 - Current
- Managing all customer service operations and ensuring high satisfaction levels.
- Preparing and presenting Customer Experience Reports (CXR) to management.
- Monitoring and achieving key performance indicators (KPIs) to maintain top rankings.
- Formulating award-winning KPI improvement strategies.
- Handling customer complaints, conducting root cause analysis, and implementing corrective actions.
- Leading and mentoring the front office and CRM teams.
- Organizing customer engagement and kids’ activities.
- Presenting quarterly reviews to management on KPIs, DCSI, and NPS scores.
- Tracking and analyzing monthly NPS, DCSI, and CC/1000 reports.
- Maintaining complaint ART logs and CC/1000 metrics.
- Collecting customer testimonials and Google reviews.
Business Development Executive (Consumer & Business)
Credit Link Marketing and Management
01.2016 - 10.2019
- Facilitated outbound sales of du’s consumer and business postpaid offerings.
- Promoted VIP numbers alongside upgraded plans to maximize sales opportunities.
- Supported customers with billing and payment concerns, emphasizing FBD follow-ups.
- Managed accounts for business customers, guaranteeing optimal satisfaction levels.
Customer Support Agent (Sales & Technical)
Etisalat – Serco
02.2014 - 01.2016
- Resolved customer inquiries while providing technical support for Etisalat products.
- Promoted and sold Etisalat telecom solutions to fulfill customer requirements.
Telesales Executive
MK Infosolution
08.2013 - 01.2014
outbound sales of drug products to clients in USA and Canada.
Site Engineer
With Mr. P. C. Devassy (A-Class Contractor) & Mr. Rajeev C. S (Asst. Executive Engineer, PWD)
07.2012 - 07.2013
- Led supervision of roads and bridges for public works.
- Administered oversight of local self-government road and culvert construction.
Education
B.Tech - Civil Engineering
Calicut University
Thrissur01-2012
Higher Secondary Examination - undefined
Bethany St. John’s HSS
Kunnamkulam01-2008
SSLC - undefined
M.V.M HSS
Valayankulam01-2006
Skills
Office software expertise
Salesforce proficiency
Customer relationship management
Mentoring and training initiatives
Team leadership and delegation
Scheduling efficiency
CRM systems knowledge
Collaborative teamwork skills
Report generation and issue resolution
Service development solutions
Analytical problem-solving
Effective time management
Certification
Quantity Surveying – Vibgyor Educational Trust, Thrissur (Grade A, 2013)
Interests
Driving, Listening to music
Declaration
I hereby declare that all the information provided above is true to the best of my knowledge and belief.
Personal Details
- Father’s Name: Shelly M G
- Date of Birth: November 13th, 1990
- Gender: Male
- Marital Status: Married
- Kids: 2
Accomplishments
Customer Relation Top performer award
2021
Timeline
Customer Care Manager (Service)
Incheon KIA
11.2019 - Current
Business Development Executive (Consumer & Business)
Credit Link Marketing and Management
01.2016 - 10.2019
Customer Support Agent (Sales & Technical)
Etisalat – Serco
02.2014 - 01.2016
Telesales Executive
MK Infosolution
08.2013 - 01.2014
Site Engineer
With Mr. P. C. Devassy (A-Class Contractor) & Mr. Rajeev C. S (Asst. Executive Engineer, PWD)
07.2012 - 07.2013
SSLC - undefined
M.V.M HSS
Higher Secondary Examination - undefined
Bethany St. John’s HSS
B.Tech - Civil Engineering
Calicut University