Lancy Sunil A
Customer Service Operations
Bangalore,Karnataka
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 5 years of extensive leadership experience in [Customer Service]. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Team Manager
JMR Solutions Pvt Ltd
Bangalore
05.2021 - Current
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Evaluated employee performance basis and coached and trained 75 team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Facilitated meetings to communicate team performance goals and results.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Team Leader
JMR Solutions Pvt Ltd
Bangalore
10.2019 - Current
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Mentored and guided employees to foster proper completion of assigned duties.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated customer needs and feedback to drive product and service improvements.
Customer Service Representative
JMR Solutions Pvt Ltd
Bangalore
03.2017 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided backup support for organizational leadership.
- Created and maintained detailed database to develop promotional sales.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
Sr Associate
WNS Global Services Pvt Ltd
Bangalore
10.2008 - 07.2014
- Worked in Chennai WNS for IYP (Cash Control) process: Used Main Frame Application (Session A, B, C & LGW) to update Direct Debit Mandate, Sending Arrears Letter, and Cash Transfer from one policy to another policy, Debiting & Crediting amount from customer's A/C.
- Worked for WNS Aviva Ireland (Life Premium Collections) process in Bangalore: Used Main Frame Application(PAXSUS, SOLOS & LGW) for updating clients Bank Details, Customer Alterations and Amendments.
- Working in WNS SunCorp (AAMI) process Bangalore: Using Main Frame Application (AAMI Protect) for updating Customers A/C Details, Refunds, Alterations, and Cash Journal.
Education
High School Diploma -
National Institute of Open University
Bangalore 06.2019 - 06.2021
Bachelor of Arts - Tourism And Event Management
Indira Gandhi Open University
Bangalore 07.2021 - Current
Skills
Recruitment
Relationship building
Product development
Employee reviews
Business Development
Decision-Making
Report preparation
Shipping procedures understanding
Stock management
Money handling abilities
Receiving support
CRM
LiveChat
Written and oral communication
Customer support
Sales expertise
Client communication
Quality assurance
Brand representation
Inbound phone calls
Customer service optimization
Complaint resolution
Customer Relationship Management
Photography, Travelling and Cooking
Photography is an opportunity to document every part of your journey, no matter how small it may be. Painting, drawing, or sculpting are also great ways to express yourself, but photography is one of the quickest ways to document something important.
My favourite hobby is travelling because I love discovering new cities and places around the world. I often save up for months to plan a trip every year. I love friends' trips and family outings but solo travelling brings me the real adventure and thrill to venture into new places all by myself.
Cooking is a highly creative hobby to take up. I create my own dishes, tweak well known recipes, blend my favourite cuisines, my creative juices will be in full flow. I can pick my own ingredients and do as I can, mash, blend, boil, roast, dice, slice them, it's will makes me more confidence even in my life
Timeline
Bachelor of Arts - Tourism And Event Management
Indira Gandhi Open University
07.2021 - Current
Team Manager
JMR Solutions Pvt Ltd
05.2021 - Current
Team Leader
JMR Solutions Pvt Ltd
10.2019 - Current
High School Diploma -
National Institute of Open University
06.2019 - 06.2021
Customer Service Representative
JMR Solutions Pvt Ltd
03.2017 - Current
Sr Associate
WNS Global Services Pvt Ltd
10.2008 - 07.2014