Khalid
Customer Service Manager
Chennai,TN
Summary
Motivated professional with 10 years experience in customer service. Currently handling a profile of Customer Service Manager for US and Canada market, for all product categories at Sulekha.com.
Some key points that you may find relevant in my carrier:
Proven ability to efficiently develop business and manage a large customer base and a high volume of new implementations every month. Experienced in designing the overall customer service strategy to integrate effectively with organizational objectives. Proven track record in engaging and motivating a high-performance service team of 60 associates. Strong customer development and operational skills that drive organizational efficiencies and result in improved customer retention and renewal rates.
Recognized ability to monitor, control, develop and drive a culture of innovation, change and growth to optimize customer experience.
Demonstrated excellence in analytical thinking and problem-solving to improve processes and provide a durable competitive advantage.
Outstanding communication skills, the capacity to negotiate and influence positive outcomes and the sensitivity to work cross-functionally with individuals at all levels.
I am still eager to explore new functions and responsibilities.
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Overview
17
17
years of professional experience
Work History
Customer Service Manager
Sulekha.com
Chennai, India
07.2015 - 01.2021
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Worked with marketing department to launch and manage promotional activities and campaigns.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Coordinated resolutions for more than 100+ daily customer inquiries while consistently achieving performance targets.
Customer Support Team Manager
Tata Business Support Services Limited
Chennai, Tamilnadu
04.2012 - 06.2015
- People Management, 200+ collaborators, 10 Team leaders. Replacement of the previous CC Manager who left several months ago. Day-to-day management of the Front Office, the main purpose of the assignment was to re-create a Team spirit and people's involvement in line with service level objectives.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Devised recommendations to streamline and simplify customer support system, improving response time by 90% and reducing operating costs by 40% .
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
Customer Support Team Lead
Tata Business Support Services Limited
Hyderabad, Andhra Pradesh
10.2009 - 03.2012
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Senior Customer Care Executive
Tata Business Support Services Limited
Hyderabad, Andhra Pradesh
05.2008 - 09.2009
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
- Achieved 90% satisfaction rating through consistent, proactive resolutions of customer issues on first call.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Drove sales by educating customers about products and services.
- Kept accurate records of all customer interactions and transactions.
Senior Sales Executive
Citi
Coimbatore, Tamilnadu
01.2004 - 04.2008
- Utilized multiple marketing strategies to improve profitability.
- Analyzed market trends in consumer industries to implement appropriate marketing and sales methods.
- Protected top-priority accounts by employing effective sales and marketing techniques.
- Acquired more than 60 Lakhs in new customer business in 2006-2007.
- Prospected leads, scheduled meetings and converted targets into customers at 60% rate.
Education
BBA - Business Administration And Management
Madras University
SalemSkills
Budgeting and reporting
Timeline
Customer Service Manager
Sulekha.com
07.2015 - 01.2021
Customer Support Team Manager
Tata Business Support Services Limited
04.2012 - 06.2015
Customer Support Team Lead
Tata Business Support Services Limited
10.2009 - 03.2012
Senior Customer Care Executive
Tata Business Support Services Limited
05.2008 - 09.2009
Senior Sales Executive
Citi
01.2004 - 04.2008
BBA - Business Administration And Management
Madras University
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