Summary
Overview
Work History
Education
Skills
Timeline
Generic
RAHUL C S

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, India

High School Diploma -

Sree Naryana HSS
Irinjalakuda, India

Skills

Teamwork and Collaboration

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

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RAHUL C STeam Lead - Customer Support Operations