RAGURAMAN SHANMUGAM
Nagapattinam
Summary
Dedicated Service Center Manager with over 9 years of experience in customer service and CRM management, currently leading operations at Fangs Technology Pvt Ltd (vivo-TN). Skilled in team leadership, customer relationship management, and operational efficiency. Committed to enhancing customer satisfaction and aligning team efforts with organizational goals to deliver exceptional service.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Center Manager
Fangs Technology Pvt Ltd (vivo-TN)
01.2023 - Current
- Lead a team of customer service professionals to ensure exceptional service and operational excellence.
- Implement CRM strategies to streamline customer interactions, improve response times, and boost satisfaction.
- Analyze customer feedback to identify trends and develop action plans for continuous improvement.
- Monitor KPIs to optimize service center performance and drive customer loyalty.
- Collaborate with cross-functional teams to align customer support with company objectives.
- Optimized workplace organization through 6s standardization.
Customer Service Representative
Fangs Technology Pvt Ltd (vivo-TN)
09.2017 - 01.2023
- Provided frontline customer support, resolving inquiries efficiently and ensuring customer satisfaction.
- Assisted in the implementation of CRM systems to improve communication and service quality.
- Managed high-volume customer interactions, consistently achieving performance targets.
Customer Care Representative
Magus Customer Dialog Pvt Ltd
08.2016 - 08.2017
- Handled customer queries and provided exceptional support, enhancing customer experience.
- Developed strong communication skills and built positive customer relationships.
Assistant Trainee
Avalon Technologies Pvt Ltd
04.2015 - 04.2016
- Involved in testing, manufacturing process improvement, and assembly processes.
- Gained foundational experience in quality control and technical operations.
Education
Diploma - Electrical, Electronics, and Communications Engineering
Valivalam Desikar Polytechnic College
Tamil Nadu04.2015
Skills
- Team Leadership & Development
- Customer Relationship Management (CRM)
- Operational Efficiency & Process Improvement
- Performance Analysis & Reporting
- Conflict Resolution & Customer Retention
- Training & Staff Development
- Data-Driven Decision Making
- Customer Service Operations
- Problem Solving & Time Management
Certification
- Star Performer, vivo-TN | 2019-11
- CCNA (Cisco Certified Network Associate)
- Customer Service Operations Training
- Best service engineer from Vivo India national level technical competition 2022
Linkedin profile
https://www.linkedin.com/in/raguraman-shanmugam-a963b9ab?utm_source=share&utm_campaign=share_via&utm_content=profile&utm_medium=android_app
Timeline
Service Center Manager
Fangs Technology Pvt Ltd (vivo-TN)
01.2023 - Current
Customer Service Representative
Fangs Technology Pvt Ltd (vivo-TN)
09.2017 - 01.2023
Customer Care Representative
Magus Customer Dialog Pvt Ltd
08.2016 - 08.2017
Assistant Trainee
Avalon Technologies Pvt Ltd
04.2015 - 04.2016
Diploma - Electrical, Electronics, and Communications Engineering
Valivalam Desikar Polytechnic College
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