Murali Krishna B

EDP Software is a leading provider of workforce management software. SchedulePro is a sophisticated and easy to use system that helps organization manage and optimize the utilization of their most important asset, their employees.

EDP Software is an established pioneer in the software development and consulting industry and has been in operation since 1981. With a mission is to provide high quality, successful, cost effective solutions for information technology needs, EDP Software is engaged primarily in the consulting, research and development of computer based information systems and software.

• Assist as directed on mid to large implementations under supervision
• Document/update internal onboarding procedures
• Complete key CSA onboarding tasks consistently with quality progressing through each level
• Obtain knowledge of core product modules for successful setup with minimal assistance
• Develop core trouble-shooting competencies to refine configuration when needed
• Document new features (internally and customer facing)
• Participate in internal projects as a resource
• Support onboarding of new CSAs
• Assist Customer Support team on cases
• Develop consulting skills to work directly with sales, CS, and customers
• Communicate effectively with customers through verbal or written methods and focus on building presentation skills to assist in this activity Gain knowledge on questions to ask to properly frame customer requirements
• Learn to translate requirements into solutions specific to the customer setup
• Proactively update CSM on tasks and project status
• Deliver tasks on time or relays cause for delays
• Transparency of knowledge of SchedulePro and understanding of tasks - ask for help when needed
• Understand and work through change management process to properly set expectations with customer.

Tribe Management Inc is a Canadian Property Management leader dedicated to serving our Communities across Canada with an innovative people & tech forward approach.

Tribe strives to build long-term relationships with Council/Board Members and Owners, through strong communication and transparency in everything they do with the community. Tribe has seven offices across the country – downtown Vancouver, Delta, Victoria, Kelowna, Kamloops, Calgary, and Cambridge

• Built and maintained strong relationships with customers, understanding their needs and goals to provide effective solutions
• Demonstrated excellent communication skills, both verbal and written, in interactions with customers to ensure clear understanding and resolve any concerns
• Utilized strong problem-solving skills to analyze customer issues and provide timely and effective solutions
• Provided technical guidance and assistance to customers in utilizing software features and troubleshooting any technical issues
• Collaborated with cross-functional teams to ensure seamless customer experiences and drive customer success
• Created user guides and training materials to assist customers in maximizing the value of the software
• Monitored and tracked customer interactions and key metrics to identify trends, opportunities, and areas for improvement.

Was established in 1994 and is headquartered in Mississauga, Ontario. Walmart is honored to be one of Canada’s largest employers, operating Walmart super-centres, Walmart discount stores and distribution centers and Walmart Canada continues to grow services including contactless pay, online shopping, home delivery, and pickup at stores and other locations.

Walmart Canada helps move the economy forward by working with more than 2,200 Canadian suppliers. Through this, they are playing a role in creating jobs and opportunities for people of all backgrounds and suppliers of all sizes, helping strengthen communities across the country

• Demonstrated excellence in providing exceptional customer service, addressing inquiries, and resolving issues to ensure a positive shopping experience
• Communication: Strong verbal and written communication skills, effectively engaging with customers and colleagues to convey information clearly and concisely
• Sales and Upselling: Proven track record of meeting sales targets and employing effective upselling techniques to increase revenue
• Cash Handling: Proficient in accurately handling cash transactions, operating cash registers, and maintaining cash register balances
• Inventory Management: Skilled in managing inventory, monitoring stock levels, and ensuring proper product placement and organization
• Time Management: Exceptional ability to multitask, prioritize tasks, and meet deadlines in a fast-paced retail environment
• Teamwork: Collaborative team player, adept at working with colleagues to achieve common goals, provide support, and deliver outstanding customer service
• Problem-Solving: Strong problem-solving skills, effectively resolving customer issues, handling complaints, and finding innovative solutions to challenges
• Adaptability: Demonstrated ability to quickly adapt to changing circumstances, learn new processes, and thrive in dynamic work environments
• Attention to Detail: Meticulous attention to detail, ensuring accuracy in pricing, inventory management, and adherence to company policies., 11
• Pioneered the expansion of Blowhorn (Logistics start-up) in Hyd
• Scaled up Fleet Potential and logistics arm by on boarding 1000+ Trucks to serve 50+ clients
• Designed SOPs for handling Client management, MIS data maintenance &
• Vendor management
• Expanded to 50+ locations and served 85% of Pin codes, Generated Avg
• Monthly revenue of 20lacs
• Ensured On Time Vehicle Reporting (OTVR) and On Time Driver Payment (OTDP) which are the key parameters for Client and Driver satisfaction.

Blowhorn" is a technology-enabled marketplace for Truck owners and have been doing business for more than 4 years now operating in Bangalore, Hyderabad, Mumbai, Chennai and Delhi.

Ever since inception the team and vehicle network has grown in leaps and bounds. Started to work primarily with Mini trucks(such as the Tata Ace, Bolero,LPT407) and have added other vehicles ( 17ft, 19ft, 21ft ) as well catering to renowned e-Commerce companies, Groceries, Furniture Shops,Renowned city malls, FMCG Distributors, Plywood & Laminates Distributors with focus on intra-city last mile movements as well as other legs of the supply chain.

• CLIENT Google Play Store & Hardware.
• The Service Delivery Team Lead is responsible for overall delivery of operational services for our client and the management of teams to ensure they are trained, engaged and meeting the expectations of our client
• This role will be developing and maintaining product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training; as well as gaining a deep understanding of customer Service Level Agreements and project’s key performance requirements
• Responsibilities as a Team Lead Managed a pilot batch of 25 FTE towards resolving customer issues and meeting the SLAs and exceeding the Quality Targets
• Conducted monthly, quarterly, mid-year and annual appraisals for the CSAs and provided constructive feedback on performance metrics which can be improved
• Participated in the hiring process by conducting interviews after the regular work hours
• Organized process sync-ups with the client to understand the changes in the process better and to suggest alternative solutions to the existing issues for better customer experience.

• Mentored Team Leads and CSAs in their roles towards achieving the organization targets of Customer Satisfaction
• Analyzed the trends of the complaints being received and performed RCA (Root Cause Analysis) and suggested solutions to the issues
• Liaised with the different product teams within the organization to understand the upcoming offerings and strategize key launches
• Identified policy abuses and initiate appropriate actions by looping in the HR.

• Worked on behalf of our CEO, SVPs, Managing Director and other Amazon employees to provide customer support when individual customers reach out to them directly rather than engaging Customer Service through normal channels
• Served as a resource to senior CS leaders, the Better Business Bureau
• Consumer Affairs and State Attorney General Offices around the country
• Perform 5Why Analysis for each of the complaint CEO received and share the detailed case summary highlighting the process/agent misses to rectify and avoid re-occurrence of similar situation.
• Listened and responded to customer requests and forwarded necessary information to superiors
• Analyzed marketing data and trends to identify opportunities for improvement
• Evaluated customer needs and feedback to drive product and service improvements
• Evaluated staff performance and provided coaching to address inefficiencies

• Lead the pilot batch of CSAs supporting Indian customers in placing orders, answering queries and resolving issues over phone, chat and emails
• Executed multiple campaigns on the process floor to keep the employee engagement and motivation high
• Performed quality audits of random samples to ensure the process is adhered to while resolving queries
• Volunteered in the mass hiring events organized by the company to employee contract work force for the peak volumes between October to February.

• In line with the organizations mission of being the Earth’s Most Customer Centric company, was responsible for assisting the team of associated in providing best resolutions to the customers who have had concerns with the purchases made online on Amazon
• Further, being advocates for customer and pro-actively bringing to light the various hurdles faced by the customers while shopping online and working towards a resolution in reducing the customer’s efforts
• Responsibilities as a Team Lead Assisted the CSAs in responding to North America customers’ queries regarding the products on sale on Amazon website, placing orders, organizing returns and handling refunds
• Accomplished projects towards improving the efficiency of work and improving the quality output.

• Operations – Credit & Visa Debit Fraud Chargebacks,
• Managing team functions viz Manpower, planning, recruitment & selection, performance appraisal, training, etc
• Monitoring team and individual performance and provide constructive feedback for their betterment
• Creating and sustaining a dynamic work environment that fosters best practice sharing and personal development
• Motivating top performers and working with show stoppers to enhance their skills and abilities to meet performance standards

• Motivating, educating & managing a team size of 12 - 15 associates
• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
• Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity
• Liaising with the ‘Migration and Capacity Management’ team regarding the desking for the department
• Providing training to all the agents in the department on any new queries
• Facilitating continuous improvement through the identification, implementation and sharing of best practice in conjunction with peers and the line management
• Ensuring delivery of regular and effective coaching to enhance the performance of individuals thereby contributing towards the achievement of the Center’s plan
• Supporting the management team in ensuring a robust coaching culture is in place within the centre
• Establishing a culture through which constant team and self development is fostered, to ensure development and support in achieving the individual and group’s goals
• Identifying potential loss situations and escalating at an early stage
• Managing risk proactively in line with the Group’s Risk Management Policy
• Deputizing for the manager in his absence and managing the department of 40 associates
• Managing the daily, weekly and monthly targets and ensuring that high quality of service is provided at all times
• Identifying various shortcomings of the team in different fields (Systems
• Process or Language) and drafting training plans based on the same
• Developing the team and supporting colleagues in order to ensure accuracy, timeliness and professionalism of response at the telephone
• Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines.

• Credit & Visa Debit Fraud Chargebacks
• As per the organizations requirement joined as a Process Trainer and Quality Analyst for the Visa Debit Fraud Chargebacks team, have handled referrals & escalations from the team, quality checking the items processed, providing necessary feedback to reduce complaints from customer’s and business area, preparing necessary MIs aiming at understanding the training needs and bringing to light the gaps in understanding within the team, focus areas were a few tasks undertaken
• Was also selected to be part of the process migration to the contingency site Manila for a period of three months, instrumental in delivering training, floor support, quality checking and also sending the weekly and monthly training reports, Quality Reports and performance trend analysis to Business Area and base
• Also, trained the Assistant Managers with the supervisory actions required on accounts and managed the floor in the absence of the AMOs., 1
• Training new hires on Visa Debit Chargebacks and Reconciliation procedures
• Acquiring and updating knowledge on new procedures and products constantly
• Conducting training and refresher sessions on process updates and cascades
• Identifying the developmental needs of tenured team members – coaching, guiding and mentoring them towards improving their knowledge and skills
• Supported operations & deputized Assistant Manager Operations when required
• Managed absenteeism and attrition by motivating delegates and always led by example as an inspiration supporting Best place to work
• Conducted periodic performance reviews for trainees, identifying areas of development and creating action plan for under performers
• Resolving complex customer queries, processing referral queues, floor walking and handling customer complaints and escalations
• Creating and sending weekly & monthly reports detailing progress of the training and the trend of trainees performance to the management
• Liaising with Assistant Manager Operations to obtain feedback about the teams and thus create a training need analysis for their improvement
• Ensuring all audit and compliance requirements are adhered by the trainees and regular staff
• Providing individual development plans and maintaining records in line with the set objectives
• Being aware of the BCP arrangements of the process
• Analyzing the delegates performance using the standard quality checking guidelines, operating procedures, process and company performance standards
• Ensuring clear communication of the evaluation through reports and regular feedback huddles
• Creating accurate reports and delivering them on time to the management
• Liaising with the Assistant Manager Operations in ensuring that quality action plans for their respective teams are compiled and adhered at all times
• Attending and facilitating Business monitoring and calibrating sessions
• Gaining insight of all the new process related updates and helping team members to comprehend as well
• Providing process improvement recommendations through analysis of generated data/reports
• Maintaining a delegate and team level areas of strengths and opportunities and determining recommendations and action plans to improve process
• Delivering feedback to delegates through effective and prescribed coaching methodology
• Always ensuring quality of new hires in process is evaluated in a timely manner to enhance their skills at par with Business As Usual (BAU) delegates
• Exhibiting responsibility and pro activeness in recommending training/coursework for self-development and the team
• Identifying and escalating potential showstoppers and providing timely resolution to colleagues and management
• Creating a supportive work environment driven by people centric values Developing & encouraging team members to deliver excellent customer service to both internal and external customers
• Exhibiting ownership of the business, assessing financial impacts of the process and identifying ways to reduce financial losses
• Coaching peer team members in preparing necessary Quality MIs for individuals in the team.

• Fraud Investigation (Maestro Cards), 45 Hrs/Week
• Worked with HDPI as a Customer Service Executive providing support and service for
• UK customers’ issues with Maestro Debit cards
• As a customer Service Executive, started working with the Debit Card Fraud Investigation Team exclusively specializing in Fraud
• Was then trained into dispute resolution, chargebacks and reconciliations of internal suspense accounts
• Responsibilities as a CSE Providing high quality service to achieve maximum customer satisfaction by processing instructions and seeking guidance from the procedures
• Meeting centre targets in productivity and accuracy
• Ensuring work is completed in accordance with procedures and that customers’ instructions are correctly interpreted and fully undertaken
• Identify uncommon fraud, errors or irregular transactions and escalate the same to the management for further course of action
• Making sure that every issue/problem is effectively investigated and resolved or is appropriately referred with recommendations
• Acquiring and updating knowledge on procedures related to the relevant process
• Maintaining systems equipment and general work environment in good condition and adhering to all appropriate procedures
• Making quick decisions in identifying and resolving complex queries in the process
• Interacting with Business area via conference calls on procedure updates
• Creating a section environment where skills and knowledge are openly shared to achieve section and business goals.