Gopalakrishnan J
Customer support executive
Bengaluru
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
4
4
Languages
Work History
Assistant Category Account Manager
Shopclues.com
New Delhi
06.2017 - 02.2018
- Managing Business development and sales operation for refurbished mobiles.
- Responsible for achieving assigned Quantity and Value targets.
- Analyzed market trends to anticipate customer needs, tailoring product offerings accordingly.
- Managed a portfolio of clients, ensuring timely communication and exceptional service levels.
- Resolved customer complaints promptly and professionally, ensuring high levels of satisfaction even during challenging situations.
- Onboarding organized and reliable vendors with better channel management.
Assistant Business Development Manager
Flipkart.com
Bengaluru
11.2014 - 06.2016
- Managed online customer returns sales & operations.
- Forecasting return by co-coordinating with the SNOP(planning) team and accordingly planning our vendor base and sales pipelines.
- Cross functional management with Planning Team/ Return centres/AR team for healthy operations.
- Making sure of dispatches within the targeted turnaround time by aligning vendors,return centres and AR team.
- Onboarding new vendors category wise to get better yields.
- Exploring alternate channels for return liquidation and product exchange mobile phones.
- Contributed to increased revenue growth by closing high-value deals with key accounts.
- Strengthened customer relationships with proactive communication and followups.
- Conducted thorough market research, staying informed on industry trends and competitor activities.
- Analyzed sales data to identify areas for improvement in sales funnel management and conversion rates.
- Negotiated favorable contract terms with suppliers, resulting in cost savings for the organization.
- Increased client base by identifying and targeting new business opportunities.
- Streamlined internal processes to improve efficiency within the business development department.
- Established strong rapport with clients, fostering long-lasting partnerships and repeat business.
Team Leader Customer Support
Flipkart.com
Bengaluru
01.2011 - 11.2014
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
- Oversaw quality control measures, maintaining high standards for all project outputs.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
- Conducted regular reviews of operations and identified areas for improvement.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Education
Bachelor of Science - Physics, Electronics & Maths
Bengaluru University
Bengaluru, India 04.2001 -
Skills
Problem-solving
Active listening
Product knowledge
Call management
Adaptability and flexibility
Complaint resolution
Time managemen
Customer relations
Follow-up skills
Problem resolution
Critical thinking
Decision-making
Team collaboration
Complaint handling
Task prioritization
Customer relationship management (CRM)
Customer satisfaction measurement
Timeline
Assistant Category Account Manager
Shopclues.com
06.2017 - 02.2018
Assistant Business Development Manager
Flipkart.com
11.2014 - 06.2016
Team Leader Customer Support
Flipkart.com
01.2011 - 11.2014
Bachelor of Science - Physics, Electronics & Maths
Bengaluru University
04.2001 -