RAHUL C S
Team Lead - Customer Support Operations
Thrissur
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Skilled in coordinating documentation and handling payments.
Overview
11
11
years of professional experience
4
4
Languages
Work History
Team Leader
Tech Mahindra
09.2019 - Current
- Responsible for addressing and resolving customer inquiries and concerns, including escalated issues requiring specialized
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Supported varied projects as part of interdisciplinary teamwork with consultants and technical specialists
- Tracking of daily task and generating day end reports
- Weekly Analysis on Complaints and Common issues for permanent fix
- Collaborated with cross-functional teams to develop and deliver comprehensive training programs, ensuring consistent product knowledge across the support department
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Accomplished multiple tasks within established timeframes.
Backend Executive - Email & Chat Support
Teligent
05.2016 - 08.2019
- Strengthened relationships with long-term clients by resolving their concerns promptly and professionally.
- Provided empathetic support to customers, creating a positive brand experience during each interaction.
- Streamlined response times for customer inquiries through efficient multitasking and prioritizing tasks.
- Demonstrated adaptability in handling diverse customer inquiries across various channels such as email, phone calls, and social media platforms.
- Improved internal processes by providing feedback on common customer pain points for review and action by the management team.
- Maintained high-quality service standards by consistently meeting or exceeding performance metrics.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Senior Customer Executive, Voice Support
Concentrix
07.2015 - 03.2016
- Served as a mentor to junior staff members, sharing industry expertise and best practices for handling difficult situations effectively.
- Increased customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Implemented effective customer service strategies, resulting in improved customer retention rates.
- Initiated process improvements that led to increased productivity levels among the customer service team members.
- Managed a team of customer service representatives, ensuring high levels of performance and efficiency.
- Evaluated client feedback data, implementing targeted improvements based on gathered insights.
Customer Executive, Voice Support
Aditya Birla Minacs
02.2014 - 03.2015
- Effectively Managed a high volume inbound and outbound customer calls
- Enhanced brand loyalty by providing exceptional customer service through active listening and problemsolving.
- Developed and implemented customer service policies and procedures.
- Contributed to higher sales figures by upselling products or services when appropriate during customer interactions.
- Achieved high retention rates by proactively engaging with clients and anticipating their needs.
- Trained new team members on company policies, products, and services, ensuring consistent quality across the customer support department.
- Identified complications requiring further research and escalated to appropriate department or management.
Education
Bachelor's Degree - Information Technology
Mahendra Engineering College
Salem, IndiaHigh School Diploma -
Sree Naryana HSS
Irinjalakuda, IndiaSkills
Teamwork and Collaboration
Problem-Solving
Attention to Detail
Team motivation
People Management
Documentation And Reporting
Client Support
Team Management
Call center experience
Complaint resolution
Ticketing System Experience
Escalation Handling
Flexible Schedule
Analytical Thinking
Timeline
Team Leader
Tech Mahindra
09.2019 - Current
Backend Executive - Email & Chat Support
Teligent
05.2016 - 08.2019
Senior Customer Executive, Voice Support
Concentrix
07.2015 - 03.2016
Customer Executive, Voice Support
Aditya Birla Minacs
02.2014 - 03.2015
Bachelor's Degree - Information Technology
Mahendra Engineering College
High School Diploma -
Sree Naryana HSS