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Kaleemulla R
Senior Manager, Schneider Electric
Bengaluru
Summary
Versatile Senior Manager specializing in driving customer satisfaction and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Senior Manager, Night Operations
Schneider Electric India Private Limited
Bengaluru
10.2021 - 01.2023
- Acted as a critical advocate for quality improvement and interact with stakeholders at multiple levels and dynamically lead business, product and operations teams to define and deliver solutions.
- Execute quality monitoring requirements that deliver intent and customer satisfaction goals.
- To manage daily activities to ensure smooth and good quality customer service delivery.
- Managing the overall performance of customer service representatives by coaching them on improving their performance
- Leading a team of customer service representatives and other staff members to ensure that all customers’ needs are met
- Training employees about new products or services, including how to properly use equipment or software
Manager, Sales and Customer Support
Schneider Electric India Private Limited
Bengaluru
04.2019 - 09.2021
- Engaged with customers to build rapport and loyalty.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Maximized performance by monitoring daily activities and mentoring team members.
- Recruited and hired top performers to add talent and value to department.
- Onboarded new employees with training and new hire documentation.
Deputy Manger, Customer Support
Schneider Electric India Private Limited
Bengaluru
05.2015 - 03.2019
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Senior Executive, Chat Support
Schneider Electric India Private Limited
Bengaluru
08.2012 - 03.2015
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided accurate and appropriate information in response to customer inquiries.
- Handled chats appropriately and quickly resolving in one call resolutions.
Technial Support Engineer
Schneider Electric India Private Limited
Bengaluru
01.2010 - 03.2012
- Coordinated with Level 2 technical support specialists to take over calls outside their level of support.
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
Customer Support Representative
Schneider Electric India Private Limited
Bengaluru
11.2008 - 02.2012
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
Education
Bachelor of Science - Electrical Engineering
St Meeras Primary English School
Bengaluru 06.2003 - 07.2008
Skills
Staff Management
Accomplishments
- Expanded the team of 6 to 18 people with developing new processes for the organization.
- Increased the QA percentage from 84% to 94%.
- Reduced TAT with the help of Fish Bone Analysis.
- 90% one voice survey
Certification
Green Belt Six Sigma
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Manager, Night Operations
Schneider Electric India Private Limited
10.2021 - 01.2023
Manager, Sales and Customer Support
Schneider Electric India Private Limited
04.2019 - 09.2021
Green Belt Six Sigma
04-2019
Deputy Manger, Customer Support
Schneider Electric India Private Limited
05.2015 - 03.2019
Senior Executive, Chat Support
Schneider Electric India Private Limited
08.2012 - 03.2015
Technial Support Engineer
Schneider Electric India Private Limited
01.2010 - 03.2012
Customer Support Representative
Schneider Electric India Private Limited
11.2008 - 02.2012
Bachelor of Science - Electrical Engineering
St Meeras Primary English School
06.2003 - 07.2008
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