Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Awards
References
Timeline
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Kiran DS

Kiran DS

Bangalore

Summary

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

6
6
years of professional experience

Work History

Customer Support Team Leader

Hello Mentor
07.2024 - 10.2024
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
  • Assessed reports, monitored calls and analyzed vendor relationships to identify process improvement opportunities.
  • Led and executed customer support team strategy to reach company support goals.
  • Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Collaborated with accounting department to review, update and improve financial processes to achieve revenue goals.

Team lead - CRM

Happilo
10.2022 - 04.2024
  • Worked different stations to provide optimal coverage and meet production goals
  • Trained new team members by relaying information on company procedures and safety requirements
  • Managed schedules, accepted time off requests and found coverage for short shifts
  • Coached team members in techniques necessary to complete job tasks
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills
  • Adjusted equipment to meet different productivity levels
  • Built strong relationships with customers through positive attitude and attentive response
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables
  • Implemented CRM tools like freshdesk for emails and Business on Bot for whatapp and campaigns
  • Got down the resolution TAT from 4-5 days to 24 hours
  • Lead the overall website contests at the time of IPL from Happilo
  • Handled ticketing for the entire organization
  • Currently handling stocks and creating manual orders for multiple Ecom platform.

Team lead collections

Velocity
04.2022 - 10.2022
  • Managed schedules, accepted time off requests and found coverage for short shifts
  • Worked different stations to provide optimal coverage and meet production goals
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills
  • Trained new team members by relaying information on company procedures and safety requirements
  • Contacted Ceo's of the company to collect outstanding payments via one-time or negotiated installment methods
  • Reconciled vendor statements and handled payment complaints or discrepancies
  • Established procedures for collection of past due amounts
  • Worked with legal resources and recovery teams to manage default issues.

Assistant Team lead

Getsimpl
03.2021 - 03.2022
  • Developed process improvements and offered actionable solutions to correct recurring issues
  • Coordinated weekly meetings for internal and external groups
  • Worked with customer service to handle escalated customer issues
  • Conducted new-hire training regularly throughout fiscal year
  • Supervised 30 co-workers
  • Managed team workload to reach production targets
  • Assisted manager with scheduling of employees for each shift.

customer support executive

Getsimpl
06.2019 - 03.2021
  • Listened to customers' questions and concerns to provide answers or responses
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries
  • Conducted surveys to determine customer opinion of products and services
  • Updated account information to maintain customer records
  • Tracked customer service cases and updated service software with customer information.

MARKETING EXECUTIVE

MAHANANDI GROUPS
01.2019 - 06.2019
  • Developed corporate communications strategies, programs and projects
  • Determined customers' needs and provided brand awareness and recommendations to fulfill requirements
  • Conducted market research and analysis to identify consumer trends and preferences
  • Distributed advertising and marketing collateral to store locations.

Education

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Skills

  • Positive communication skills
  • Decision making
  • Management
  • Event organizing
  • Basic computer knowledge (MS office)
  • Basic electrical and electronic engineering
  • Basic autoCAD
  • MS Excel
  • Campaign Planning
  • Media Relations
  • Social Media Engagement
  • E-Mail and Direct Mail Marketing Campaigns
  • Social Media
  • E-Commerce
  • Team Management
  • Training and coaching
  • Leadsquared CRM
  • Zoho CRM

Languages

English
Advanced (C1)
Hindi
Upper intermediate (B2)
Kannada
Advanced (C1)
Telugu
Intermediate (B1)

Personal Information

  • Date of Birth: 04/07/1998
  • Nationality: Indian

Awards

  • Organised and participated at various fests
  • Multiple best performer in the organisations

References

Will be provided if required.

Timeline

Customer Support Team Leader

Hello Mentor
07.2024 - 10.2024

Team lead - CRM

Happilo
10.2022 - 04.2024

Team lead collections

Velocity
04.2022 - 10.2022

Assistant Team lead

Getsimpl
03.2021 - 03.2022

customer support executive

Getsimpl
06.2019 - 03.2021

MARKETING EXECUTIVE

MAHANANDI GROUPS
01.2019 - 06.2019

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Kiran DS