Goutham GJ

• Built strong client relationships through proactive communication and tailored solutions.

• Managed multiple client accounts efficiently, ensuring seamless operations and satisfaction.

• Conducted thorough assessments, providing strategic HR solutions to drive success.

• Led HR projects, delivering on time and exceeding expectations.

• Offered informed guidance on best practices and compliance issues.

• Maintained high satisfaction rates through personalized service and quick issue resolution.

• Provided actionable insights from HR data to optimize strategies.

• Delivered comprehensive training, empowering clients to maximize HR investments.

• Worked closely with internal teams to ensure seamless delivery of HR solutions.

• Committed to staying updated on industry trends and enhancing processes for efficiency.

• Monitored and improved team metrics and performance.

• Provided training, feedback, and skill development.

• Led and inspired team towards achieving common goals.

• Managed recruitment, training, evaluations, and mentorship.

• Optimized team operations and streamlined processes.

• Built and maintained strong client relationships.

• Developed and implemented strategic plans.

• Drove performance improvement initiatives, exceeding KPIs.

• Ensured clear communication within team and with stakeholders.

• Adapted to changing circumstances and maintained team morale.

• The First face of contact with the Merchants and handling tickets through multiple platforms

• Helping Merchants with setting up the account and Integrations

• New Client/Merchant Onboard supporting

• Coordinating with the Sales, Marketing, Tech & product teams to resolve Merchants issue, Feature requests

• Analyzed operational improvements against KPIs to measure progress.

• Conducted root cause analysis to formulate countermeasures to business mistakes and improve operations.

• Educated users on automation systems and features to reduce work time and achieve quality results.

• Responsible for Merchant satisfaction and SLAs

• Updating Knowledge Base help articles regarding the new features

• Review support cases for technical and troubleshooting accuracy

• Define and describe technical best practices.

• Monitored status and prepared agent performance reports.

• Monitored status and prepared agent performance reports.

• Trained, coached, and mentored consultants for increased productivity.

• Handled complex issues by identifying root causes and solutions.

• Supported projects with consultants and technical specialists.

• Advised senior management on operational needs and support.

• Implemented a modern employee recognition program, boosting productivity.

• Identified areas for improvement and provided feedback to agents.

• Maintained customer satisfaction with proactive strategies.

• Coordinated with internal departments like Payments, Order Management, and Logistics.

• Managed team performance metrics and developed action plans for continuous improvement.

• Maintained detailed records of customer interactions and transactions.

• Owned customer issues and followed through to resolution.

• Ensured regular follow-ups with customers per SLA and TAT.

• Efficiently handled complaints, achieving high CSAT.

• Adhered to guidelines and procedures for customer solutions.

• Experienced in social media, emails, L2 back-end, and escalations.

• Awarded “Certificate of Excellence” for consistent top performance.

• Resolved issues and answered questions in multiple languages.

• Demonstrated excellent product knowledge for high customer satisfaction. • Collaborated with internal stakeholders to meet targets.