PAVAN KUMAR V
Team Lead
Bangalore
Summary
A self-motivated and adaptable professional committed to continuous learning and skill development. Eager to contribute as a proactive team player, leveraging my initiative to support organizational goals and drive career growth within a progressive environment.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
1
1
Certification
5
5
Languages
Work History
Team Leader
No Broker Technologies Pvt Ltd
01.2023 - Current
- Led and managed a team of 25+ members, overseeing daily operations and ensuring performance targets were met
- Coordinated the onboarding and training of new Legal Services Advocates, including Vendor Management
- Conducted detailed analysis of company costs and earnings to optimize financial performance
- Produced and presented monthly payout reports and daily operational updates to senior management
- Monitored team performance, providing support and guidance to ensure goal achievement
- Drove up selling initiatives to existing clients, contributing to revenue generation
- Delivered comprehensive new hire training on product knowledge and ensured successful completion of Knowledge Checks (KC)
- Managed escalations and addressed legal service inquiries to maintain smooth operations
- Ensured the accuracy of all analyses, facilitated required advancements, and streamlined team workflows for increased efficiency
- Audited calls regularly to assess quality, provided constructive feedback, and led weekly call calibration sessions to ensure consistent performance standards
Team Leader–Operations
Vedantu Innovation Pvt Ltd
01.2020 - 01.2022
- Responsible of overseeing the operations for a group of over 10+ team members
- Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
- Resolve customer complaints or answer customers' questions regarding policies and procedures
- Initiated the process of retaining the customers of refund request
- Establish team goals and explicit KPIs
- Review records or reports pertaining to activities such as production, monitor work activities, or evaluate performance
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems
- Examine data or reports relevant to tasks like production, keep track of employee progress, or assess performance
- Coordinate activities with other supervisory personnel or with other work units or departments
- Develop work schedules according to budgets and workloads
- Awarded as the best team leader during the 1st mid-year performance
Technical Support Lead
Abundance Manifestation Solutions Pvt Ltd.
01.2018 - 01.2020
- Have worked closely with the organization to support the IVR Experience for the customer
- As an Interactive Voice Response (IVR) lead will Plan, Design, Track, And Modify IVR- Enabled Telecommunications Systems to meet the needs of the Agency
- In Addition to Managing the IVR, I will Oversee the Call Centre Technical Functions and Report daily Duties / Responsibilities
- Assisting other management team members in identifying trends and establishing call center goals
- Helping to ensure that staff members are achieving desired service levels and recommending corrective action, as needed
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency
- Consulting with the agency to fully understand the progress of the IVR system
- Conducted internal system tests, measuring the system’s ability to quickly and accurately manage different scenarios of varying complexity
- Planned and prepared flowcharts and other visual aids to demonstrate call handling and organization, providing maximum information resources in the shortest possible call time
- Periodically reviewed the IVR system to determine whether user needs have changed and whether further enhancements or modifications are necessary
- Possess the current knowledge of technological developments in the IVR field
- Performed other related duties as assigned on the required skills (rank in order of importance)
Customer Support Associate
Elcamino Software Pvt Ltd
01.2017 - 01.2018
- Answer incoming calls and emails in an efficient manner
- Identify customer questions, concerns, and overall needs
- Provide accurate answers and solutions to customer queries
- Address customer complaints in a compassionate and patient manner
- Redirect customers to appropriate teams and/or departments as needed
- Help sales team generate leads, identify potential leads and forward to sales reps
- Check voicemail inboxes and return calls in a timely manner
- Develop professional relationships with ongoing customers through excellent customer service
- Follow-up with callers on the complaint and/or question resolution status
- Follow company communication procedures, policies, and guidelines always
- Perform each duty above with our customers’ satisfaction as the number one priority
Education
Bachelors - Computer Application
Bangalore University
01.2014 - 01.2017
Department Of Pre-University Education - Computer Science, Economics, Business Studies and Accounting
01.2012 - 01.2014
Skills
- Windows
- Microsoft Office Suite
- MS Access
- Google Sheets
- Data Mapping
- Communication Skills
- Organizational Skills
- Problem Solving
- Relationship Building
- Conflict Resolution
- Flexibility
- Transparency
- Salesforce Case Management
- Training
Certification
AWS (Amazon Web Service), BDreamz Global Solutions Private Limited, Bangalore
Rewards And Recognition
- Team Lead of the Quarter' Award
- Best Customer Experience
- Best Performer for the Month
Timeline
Team Leader
No Broker Technologies Pvt Ltd
01.2023 - Current
Team Leader–Operations
Vedantu Innovation Pvt Ltd
01.2020 - 01.2022
Technical Support Lead
Abundance Manifestation Solutions Pvt Ltd.
01.2018 - 01.2020
Customer Support Associate
Elcamino Software Pvt Ltd
01.2017 - 01.2018
Bachelors - Computer Application
Bangalore University
01.2014 - 01.2017
Department Of Pre-University Education - Computer Science, Economics, Business Studies and Accounting
01.2012 - 01.2014
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