Muthukumar SP
Chennai
Summary
15+ Years of Experience in handling team of Client Service Operations & Escalation Management. Results-driven and organized professional with overall years of experience in handling contact center operations & Project operations development, escalation management and client services operations with leading cross-functional teams, and implementing innovative process improvements. Demonstrated ability to enhance operational performance while maintaining strong client relationships and ensuring customer satisfaction.
Overview
15
15
years of professional experience
Work History
Key Account Specialist
Phonon Communications Pvt Ltd
Chennai
06.2024 - Current
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction for CPAAS Solutions.
- Analyzed client performance data to identify areas for improvement and developed targeted action plans to increase profitability in key accounts.
- Increased revenue through strategic planning and new implementation of effective campaigns targeted towards key accounts.
- Conducted regular business reviews with key account stakeholders, presenting relevant data and insights to support decision-making processes.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Implemented a streamlined communication process for better coordination between internal teams, ensuring timely delivery of products and services for key accounts.
- Collaborated with cross-functional teams to develop tailored solutions that met the unique needs of each key account.
- Optimized product assortment for key accounts based on their specific requirements, driving higher levels of satisfaction among clients.
- Auto dailer, Robo Calls, SMS & Email communication platform to major clients HDFC, AIR INDIA & other BFSI Industries.
Escalation Lead
Vectone India Mobile Services Limited
02.2020 - 10.2023
- Perform as primary interface for Global Contact Center Management with regards to customer escalations in calls, mails & chat
- Oversaw customer service operations and acted as a Operations manager and directed end-to-end customer operations in Contact center, ensuring seamless processes and efficient service delivery
- Lead and supervised a team of 100+ service representatives and managed 10 Team Leaders, providing guidance and support to ensure a high standard of service delivery
- Responsible for maintaining communications with internal team support and organizations, assignment, prioritization, scheduling and tracking of issues
- Prioritize and stimulate escalations with Continuing Product Development to ensure visibility and ultimate closure
- Have experience in working with Five9 Contact center tool with all functionalities
- Implemented and managed Five9 Contact Center software to streamline customer service operations, resulting in a 20% increase in agent productivity
- Developed and maintained reports and dashboards within the Five9 platform to track key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction scores
- Acted as a liaison between the call center operations team and Five9 support, troubleshooting technical issues and implementing solutions to minimize downtime
- Led cross-functional teams in the development of a cloud-based Contact Center as a Service (CCaaS) application, overseeing the project from conception to delivery
- Escalation contact for Support Engineers, internal departments, and customers for technical issues
- Initiating hierarchical escalation process as per the incident management process, including senior authorities and securing their support
- Working knowledge of Human Resources and Payroll systems
- Planning of absence/missions/sick leaves/training of team members as well as roster management
- Collaborated with stakeholders to define requirements for the CCaaS app, ensuring alignment with user needs and market trends
Team Lead Operations
Lycatelecom Pvt LTD
07.2013 - 03.2019
- Handling Contact center operations (Lycamobile, Toggle mobile) and closing the complaints within SLA
- Handling Escalation calls and emails
- Handling Customer Billing issues, Top up & Activation (Lycamobile, Toggle Mobile & EA Toggle Products) for Postpaid & Prepaid
- Tracking the SR’s and close within SLA percentage of the states and reporting to PAN India level
- Prepared management reports for companies and team specific as per client specifics and requirements
- Assisting the clients on additional assignments and lead generation
- Preparing of monthly roster to the team members
- Implemented a new working process that delivered continued improvements and meeting with clients
- Resolved all customer complaints in a professional manner prioritizing customer satisfaction
- Successfully implemented new CRM software system and trained staff to maximize the benefits of technology to achieve excellent customer satisfaction levels
- Proven track record in resolving and reducing customer
- Support continual service improvement within the Global Escalation Management process, protocols, dashboards and run-books
- Responsible for successful strategic initiatives to complaints and meeting customer service level agreement
- Successfully introduced innovative strategies to improve quality of customer service, productivity and profitability
- Maintaining churn above 90% and taking preventing action to reduce complaints
Complaint Management Team
Tata Tele Services Ltd
11.2010 - 06.2013
- Company Overview: (Roles Of Kouchan)
- Handling customer queries (Tata Photon, Tata Docomo, PRI, MPLS & ILL) and closing the complaints within SLA
- Handling Tata Teleservices Products complaints & Installation of PRI & MPLS
- Giving End to End complaints resolution for corporate Escalations and act as Billing Complaints SPOC for TN Circle
- One Point of contact to Top Corporate Company like TCS, Wipro, Infosys, CTS, Ford etc for tracking issues
- Attending monthly review and meeting with corporate customers and reports for companies and team specific as per client specifics and requirements to clarify Billing Issues
- Assisting the clients on additional assignments as per their instructions
- Managed customer relations by developing an effective communication process
- Worked with managers to develop annual expense plan goal
- Determine customer service requirements through surveys, focus groups and benchmarking best practices
- Analyze data to identify strategies for improvement of service and productivity
- Implement improvements including new CRM system and applications
- Ensure the consistent achievement of customer service levels and standards
- Resolve escalated customer service issues
- (Roles Of Kouchan)
Backend Associate
Tech Mahindra
09.2009 - 11.2010
- Handling VAS related Service requests and complaints received via SR’s and mails
- Providing end-to-end resolution for the complaints received
- Billing Adjustments ticket handling with waiver process
- Handling Nodal Calls & Mails, working in CRM access tool and Kenan for waiver
- To coordinate with cross functional departments regarding customer complaints, resolutions and processes
Education
M.Sc - Software Engineering
Sethu Institute Of Technology
01.2009
Skills
- CSAT & NPS Management
- Escalation Management
- Client Operations
- Churn Management
- Customer Service Operations
- Complaint Management
- Retention Management
- SLA Management
- SaaS Applications
- Five9 & CRM
- Ticket Management
- Oracle CRM
- Project Management
- Conflict Resolution
- AI Automation
- Customer relationship development
Projects
ZPD Reduction, 120 Days, ZPD Reduction - Tata Tele Services Ltd Wireline Products Zero Pulse reductions and increasing the Pulse level and improve Revenue. Business Continuity Process, 425 Days, Complaints Reduction Process.
Languages
- Tamil
- English
Personal Information
- Date of Birth: 06/02/87
- Gender: Male
- Marital Status: Married
Timeline
Key Account Specialist
Phonon Communications Pvt Ltd
06.2024 - Current
Escalation Lead
Vectone India Mobile Services Limited
02.2020 - 10.2023
Team Lead Operations
Lycatelecom Pvt LTD
07.2013 - 03.2019
Complaint Management Team
Tata Tele Services Ltd
11.2010 - 06.2013
Backend Associate
Tech Mahindra
09.2009 - 11.2010
M.Sc - Software Engineering
Sethu Institute Of Technology
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