Job Search Status
Open to workDesired Job Title
Customer Service RepresentativeTeam ManagerWork Type
Full TimeLocation Preference
HybridRemoteLocation: Bengaluru, KA
Open to relocation: Yes
Open To Work
Milan KB
Sr DBOR And Team Manager
Bengaluru
Work Preference
Summary
Dynamic Team Manager with proven success at Alorica, enhancing employee satisfaction through effective coaching and recognition programs. Skilled in customer relationship development and problem resolution, I foster high-performing teams and streamline operations. Adept at using CRM systems and Microsoft Excel to analyze performance trends and drive productivity improvements.
Also as customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Team Manager
Alorica
07.2025 - 09.2026
- Led team performance reviews, reinforcing coaching plans aligned with quality and service targets.
- Monitored daily operations, adjusting staffing priorities to maintain service levels and queue coverage.
- Trained supervisors and agents on call handling standards, escalation paths, and customer care practices.
- Analyzed performance reports to identify trends, improve productivity, and support corrective action.
- Managed attendance, schedules, and adherence tracking to support operational continuity.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
Customer Service Representative
Alorica
07.2021 - 06.2025
- Resolved inbound customer inquiries with accurate policy guidance and calm, professional communication.
- Documented call details, service requests, and case notes in CRM systems for continuity.
- Assisted customers with billing, account, and order issues while maintaining service quality standards.
- Escalated complex cases to appropriate teams and tracked follow-up until resolution.
- Trained new representatives on call flow, documentation procedures, and customer interaction best practices.
- Streamlined issue-handling workflows by identifying recurring concerns and recommending process improvements.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Associate of Science - PCMC
Reshmi International School & College
Bengaluru, India 04.2001 -
High School Diploma -
SLN Public School
Bengaluru, India 04.2001 -
Skills
Customer relationship development
Employee scheduling
Influencing skills
Customer service
Active listening
Critical thinking
Microsoft Excel
Problem resolution
Microsoft outlook
Team development
Customer relationship management (CRM)
Timeline
Team Manager
Alorica
07.2025 - 09.2026
Customer Service Representative
Alorica
07.2021 - 06.2025
Associate of Science - PCMC
Reshmi International School & College
04.2001 -
High School Diploma -
SLN Public School
04.2001 -