Sports, Music, Movies, Travelling, Coaching & Learning
Hi, I’m
JAYAKUMAR SATHYANARAYAN
CUSTOMER SERVICE HEAD
MUMBAI,Maharashtra
Summary
Accomplished professional with over 26 years of experience, including 15 years in the customer service industry, with deep expertise in Telecom, e-commerce, BFSI, POS, and SaaS sectors. Demonstrated success in customer service, quality assurance, and team management, with a proven track record of leading cross-functional teams, managing stakeholder relationships, and driving continuous process improvements. Highly skilled in project management, problem-solving, and data analysis, with a strong emphasis on delivering exceptional customer experiences and driving sustainable business growth. Recognized for being organized, dependable, and proactive, with a positive attitude and a commitment to taking on additional responsibilities to achieve team goals. Currently seeking a Vice President or Director role in Customer Success to leverage my extensive experience and leadership capabilities.
Overview
27
years of professional experience
6
Languages
5
years of post-secondary education
Work History
Logo InfosoftMumbai, Maharashtra
Customer Success Head
10.2023 - Current
Job overview
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.• Skilled at working independently and collaboratively in a team environment. Organized and detail-oriented with a strong work ethic.
- Provided professional services and support in a dynamic work environment. Proved successful working within tight deadlines and a fast-paced environment.
- Exercised leadership capabilities by successfully motivating and inspiring others. Streamlined operational processes by identifying inefficiencies and implementing best practices.
- Directed launch of new product lines, coordinating cross-functional teams to achieve market penetration and sales targets.
- Fostered culture of continuous improvement, encouraging innovation and employee engagement through targeted training programs.
- Led cross-functional teams to achieve company goals, fostering collaboration and communication.
- Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
- Spearheaded operational improvements, leading to streamlined processes and enhanced efficiency across departments.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
HPIMumbai, Maharashtra
Customer Success Manager
09.2020 - 03.2023
Job overview
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Managed Service Delivery and Operations for Stakeholders.
- Conducted Client Visits and prepared training modules. Conducted Audits and provided feedback.
- Prepared Quality Dashboards and presented them during Monthly Business Review meetings.
Lavu POSHyderabad, Telegana
Assistant Manager Customer Care
01.2019 - 04.2020
Job overview
- Managed front-end customer service for calls, emails, and web chats, ensuring that all customer inquiries are handled promptly and effectively.
- Lead and manage team of customer service representatives, providing guidance, coaching, and training to ensure excellent customer service delivery.
- Provided leadership to customer service team by setting good example for other employees and promoting positive and collaborative work culture.
- Monitor customer satisfaction levels and identify trends or problems with customer service quality, and take appropriate action to improve customer satisfaction.
- Provide regular feedback to supervisors regarding employee performance, identifying areas of strength and areas that need improvement, and providing support and resources to help employees improve their work.
Aegis Customer Support Services Pvt LtdMumbai, Maharashtra
Quality Specialist
12.2017 - 01.2019
Job overview
- Supported operation of quality management systems for Emails, Calls, and Web chat.
- Provided support for design, execution, and maintenance of quality system processes in respective departments.
- Recommended and implemented modifications to operational methods and practices to enhance department effectiveness.
- Monitored customer satisfaction levels to identify trends or problems with customer service quality.
Amazon Development Centre Pvt LtdPune, Maharashtra
Team Manager
04.2014 - 05.2017
Job overview
- Managed team of 5 team leaders and overall team size of 120, actively participating in and driving continuous improvement culture through kaizen and lean projects.
- Assisted in developing and implementing training programs to improve quality and productivity of team for quality analysts.
- Managed team of Resolution Specialists in Pune and provided overall direction, performance management, and evaluation of team members.
- Actively participated in driving continuous improvement culture, focusing on management of SLA, quality, and customer experience.
- Led training and development initiatives for new joiners and conducted induction programs.
Firstsource Solutions LtdMumbai, Maharashtra
Quality Analyst
11.2008 - 02.2014
Job overview
- Initiated Customer Insight Analyst and First Customer Intelligent for new projects.
- Conducted data analysis to support client requirements for calls, web chat, and emails
- Worked closely with other Consumer Insights team members to develop internal qualitative and quantitative best practices.
- Ensured highest level of data quality and validation.
- Managed customer satisfaction program for all live services games.
- Led quality team to ensure high standards of work
Original Vel Printing Works Pvt LtdMumbai-Pune
Racing Correspondence Cum Reporter
06.1997 - 05.2007
Job overview
- Timekeeper
- Writing post and pre reviews of horse racing
- Self-motivated, with a strong sense of personal responsibility
- Excellent communication skills, both verbal and written
Education
Alagappa University, Mumbai
Bachelor of Commerce from Commerce
07.2005 - 05.2008
SIES College of Arts, Science And Commerce, Mumbai
HSC
06.2001 - 04.2002
SIES High School, Mumbai
SSC
06.1996 - 04.1997
Skills
Collaboration & Cross-functional Leadership
undefinedAccomplishments
- Presented with the Super Star Award for 3 consecutive quarters
- Received the people manager award
- Best Customer Service team across company site
- Multiple awards during the customer service
Timeline
Customer Success Head
Logo Infosoft
10.2023 - Current
Customer Success Manager
HPI
09.2020 - 03.2023
Assistant Manager Customer Care
Lavu POS
01.2019 - 04.2020
Quality Specialist
Aegis Customer Support Services Pvt Ltd
12.2017 - 01.2019
Team Manager
Amazon Development Centre Pvt Ltd
04.2014 - 05.2017
Quality Analyst
Firstsource Solutions Ltd
11.2008 - 02.2014
Alagappa University
Bachelor of Commerce from Commerce
07.2005 - 05.2008
SIES College of Arts, Science And Commerce
HSC
06.2001 - 04.2002
Racing Correspondence Cum Reporter
Original Vel Printing Works Pvt Ltd
06.1997 - 05.2007
SIES High School
SSC
06.1996 - 04.1997
Interests
Similar Profiles
Piyush RajPiyush Raj
Assistant Product Manager at Logo Infosoft Pvt LtdAssistant Product Manager at Logo Infosoft Pvt Ltd
Sahil ShahSahil Shah
QA Executive at Logo Infosoft Business Technology Private Limited.QA Executive at Logo Infosoft Business Technology Private Limited.
JANDHYALA NAGA DURGAJANDHYALA NAGA DURGA
Sr. Executive at Syena Infosoft Pvt LtdSr. Executive at Syena Infosoft Pvt Ltd