Jerin Joseph Changankeril
Management
Changanacherry
Summary
Dynamic customer service management professional with extensive experience in inbound and outbound customer interactions, including collections. Recognized for exceptional listening and critical thinking abilities that effectively minimize call escalations while fostering a collaborative team environment. Adept at quickly adapting to new work settings and demonstrating strong communication and organizational skills with a proactive approach to challenges. Committed to driving performance improvement and achieving results, with a proven track record in conflict resolution and team collaboration.
Overview
19
19
years of professional experience
Work History
Team Manager
Malencia Prezevosk- Zagreb
01.2024 - 2026
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Increased client satisfaction with timely project delivery and consistent updates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Team leader
Elasticrun
10.2020 - 11.2023
- Responsible for ensuring smooth Kirana supplies at warehousing locations.
- 100% order fulfillment of the PO issued.
- Competitive cost of procurement at each location.
- Ensure payments are released according to the credit terms.
- Reporting daily metrics by the end of the business day.
- Tracked orders and notified customers of status or potential delays.
- Coordinated with suppliers to ensure timely delivery of goods, minimizing stockouts.
- Collaborated with sales and customer service teams to address client concerns and expedite orders when necessary.
Delivery Manager
Famalco Group, Malta
03.2019 - 08.2020
- Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
- Improved delivery efficiency by optimizing routes and scheduling for the team.
- Collaborated closely with customers to share information about available products and services, increasing utilization and delivery effectiveness.
- Fielded customer questions and complaints and rectified issues.
- Scheduled regular equipment and fleet maintenance.
- Trained drivers, helpers and support workers in techniques for maximizing efficiency.
Office manager
Starplanetary sp.oo.zo.
11.2016 - 01.2019
- Handled sensitive information, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
Business developer
Portrave Solutions Pvt Ltd
11.2014 - 07.2016
- Collaborated with cross-functional teams on product development projects, ensuring timely delivery of high-quality solutions that met client needs.
- Utilized CRM software effectively to manage leads, maintain accurate records of client interactions, and facilitate efficient communication across the organization.
- Increased client base by identifying new business opportunities and implementing strategic marketing initiatives.
- Maximize lead conversion.
Customer Relations Head (Sales and Service)
Volkswagon
03.2009 - 10.2014
- Managed customer relations on ongoing basis to maximize customer retention.
- Analyzed customer feedback data to identify trends and areas requiring improvement initiatives.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Optimized CRM software usage for better tracking of interactions between customers and company representatives.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Betting Manager
William Hills
06.2004 - 01.2009
- Improved employee morale through effective communication and timely resolution of workplace issues.
- Collaborated with security teams to maintain a safe and secure gaming environment, reducing incidents of theft or cheating.
- Assigned training courses and oversaw performance monitoring to guide employees through career development.
- Implemented robust cash handling procedures across the gaming floor, minimizing discrepancies while streamlining financial reporting processes.
- Managed budgets effectively, balancing expenses against revenues while identifying areas for cost reduction without compromising service quality or guest experience.
- Maintained detailed knowledge of all games offered at the establishment, serving as a subject matter expert when resolving customer disputes or clarifying game rules.
Education
MBA - General Studies
Wochester University
London 04.2001 -
Bachelor of Science - Information Technology
Sikkim Manipal University
Manipal, India 04.2001 -
Skills
Problem-solving
Training and mentoring
Time management
Staff management
Sales promotion
Handling escalations
Decision-making
Team building and leadership
Timeline
Team Manager
Malencia Prezevosk- Zagreb
01.2024 - 2026
Team leader
Elasticrun
10.2020 - 11.2023
Delivery Manager
Famalco Group, Malta
03.2019 - 08.2020
Office manager
Starplanetary sp.oo.zo.
11.2016 - 01.2019
Business developer
Portrave Solutions Pvt Ltd
11.2014 - 07.2016
Customer Relations Head (Sales and Service)
Volkswagon
03.2009 - 10.2014
Betting Manager
William Hills
06.2004 - 01.2009
MBA - General Studies
Wochester University
04.2001 -
Bachelor of Science - Information Technology
Sikkim Manipal University
04.2001 -