Prasanth Thiagarajan

1. Take charge of a team of customer support representatives, offering guidance, coaching, and mentoring to ensure the delivery of top-notch service.

2. Establish targets for performance and regularly evaluate team members to gauge their progress, identify areas for training, and provide constructive input.

3. Create and execute strategies, processes, and best practices for customer support to optimize the efficiency and effectiveness of the support team.

4. Monitor and analyze vital performance indicators such as response time, resolution time, customer satisfaction, and team productivity to pinpoint areas that need improvement and implement necessary measures.

5. Act as a point of escalation for complex customer issues, guaranteeing timely and satisfactory resolution while upholding a positive customer experience.

6. Collaborate with diverse teams, including Sales, Product Development, and Quality Assurance, to address customer concerns, offer product feedback, and contribute to initiatives aimed at enhancing the product.

7. Stay abreast of industry trends, customer support technologies, and best practices to drive ongoing enhancements in the support team's operations and the overall customer experience.

8. Cultivate a positive and collaborative team culture that encourages knowledge sharing, teamwork, and a strong customer-focused mindset.

9. Provide regular reports and updates to senior management regarding team performance, customer feedback, and support trends.

• Owned Enterprise Customers such as MPL, CRED, Rapido, Pharmeasy, Coinworks, Jupiter Money, Oyo, Classplus, Vedantu, Superdaily, Upstox, Goniyo in accelerated implementation of Omnichannel environment
• Proven experience of the product and intricacies of our services to leverage as needed to meet our client’s expectations.
• Managed existing B2B client relationships throughout the customer lifecycle - acted as the key point of contact in all post-onboarding activities as Technical Account Manager
• Been a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features and help develop these features.
• Coordinated customer meetings, and maintain customer visitation schedules to ensure satisfaction.
• Obtained and filed feedback from customers to strive for continuous process and service improvement.
• Diagnosing and troubleshooting problems and identifying solutions to resolve customer issues within set SLAs.
• Following standard procedures for the proper escalation of unresolved issues to the appropriate internal teams.
• Documented knowledge in the form of FAQs and knowledge base articles.
• Identification and implementation of “Wow” services to our customers using innovative ideas.
• Identification of new use-cases and strategically supporting the customer in order to drive revenue, retention and growth.

• Handling Customer concerns/escalations received through e-mail channel and providing end to end resolution

• Conducted and documented journey walkthrough ensuring all scenarios, and customer interactions are captured

• Co-ordinating with internal teams for providing resolution to customer's request

• Mentoring juniors in the team and train them on tools/techniques required for day to day deliverables

• Maintaining detailed knowledge of product and service offerings to customers

• Balancing NPS and ensuring a positive customer experience while managing/minimizing operating losses

• Interacting with Merchants with their queries from various regions

• Worked closely with merchants to set up deals including campaign description, images, and pricing as per company standards.

• Queries include Accounting, Editorial, andImaging.

• Create and edit live deals from theGroupon website

• Review and approve proposals or requests, providing supporting material.

• Set up, process, retire, and archive client records, including orders and tracking of all contact.

• Interact directly with clients and build positive relationships.

• Route incoming emails and support requests to the appropriate personnel.

• Working majorly in Tools like Salesforce, Zendesk, Gazebo, andcyclops.