Pranav Nair
Ahmedabad
Summary
Dedicated and results-oriented Customer Service Leader with 10 years' experience of leading teams in fast-paced and dynamic environments. Proven track record of improving customer satisfaction, identify areas for improvement and operational efficiency. Skilled in training and mentoring teams, implementing strategies to improve processes and ensuring exceptional service delivery. Skilled at fostering positive relationships with customers and stakeholders to drive business growth and exceed organizational goals.
Overview
11
11
years of professional experience
Work History
Manager of Operations
TTEC INDIA
Ahmedabad, India
06.2023 - Current
- Implemented cost-saving initiatives, reducing overall operational expenses without compromising service quality.
- Enhanced team productivity by providing effective training programs and performance management systems.
- Ensured compliance with industry regulations, maintaining a safe working environment for staff members.
- Mentored junior team members in their career progression pathing endeavors towards managerial roles within the company structure framework.
- Managed cross-functional teams for successful initiatives and timely delivery.
- Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods.
Senior Team Lead (Supervisor)
TTEC INDIA
04.2021 - 05.2023
- Led a team of 5 operation team leader to report on department metrics to department managers and client POC and 2 quality assurance specialists in monitoring and maintaining quality standards
- Documented findings and recommended corrective actions to improve quality metrics.
- Also, develop strategies and methods to increase customer experience and performance
- Responsible for elevated customer support for customers who have requested to speak to Supervisor or someone with more authority
- Communicate with customers/employees to get feedback that can be used in improving processes and customer service; assist in solving problems and providing consulting assistance to create brand loyalty and lasting relationships by recommending proactive solutions backed by customer sentiments and data.
Team Lead
TTEC INDIA
04.2018 - 03.2021
- Helping senior managers solve challenges that might affect production or service delivery to customers
- To be a quick thinker with the ability to make good decisions on your feet
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality.
Subject Matter Expert
TTEC INDIA
04.2015 - 03.2018
- Giving feedback on performance
- Developed effective training materials for diverse audiences, resulting in improved skillsets and exceeding KPI.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
Customer Service Representative
TTEC INDIA
08.2013 - 03.2015
- Manage large amounts of inbound and outbound contacts in a timely manner
- Needs, clarify information, research every issue and provide solutions and/or alternatives
- Build sustainable relationships and engage customers by taking extra mile
- Meet personal/team qualitative and quantitative targets.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
M.Com - Marketing
Veer Narmad South Gujarat University (VNSGU)
Bharuch, India03.2013
Skills
- People Management
- Process improvement
- Strategic Thinking
- Analytical and problem-solving skills
- Time management abilities
- Relationship Building
- Problem-Solving
- Auditing and compliance
- Problem-solving aptitude
Languages
Malayalam
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Gujarati
Proficient (C2)
C2
References
References available upon request.
Timeline
Manager of Operations
TTEC INDIA
06.2023 - Current
Senior Team Lead (Supervisor)
TTEC INDIA
04.2021 - 05.2023
Team Lead
TTEC INDIA
04.2018 - 03.2021
Subject Matter Expert
TTEC INDIA
04.2015 - 03.2018
Customer Service Representative
TTEC INDIA
08.2013 - 03.2015
M.Com - Marketing
Veer Narmad South Gujarat University (VNSGU)
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