Rahul Branta
Customer Service Manager
Shimla
Summary
Customer Service Manager with over 7 years of experience in delivering exceptional customer support, managing global remote teams, and driving service excellence across voice, chat, and email channels. Proven track record in training and developing high-performing teams, optimizing KPIs, and enhancing customer satisfaction through strategic communication and process improvements. Skilled in CRM systems, ticketing tools, team coaching, and cross-functional collaboration with departments like marketing, product, and operations. Strong foundation in frontline support, combined with leadership experience in agent training, performance monitoring, and customer experience strategy.
Overview
6
6
years of post-secondary education
10
10
years of professional experience
Skills
Customer service
Timeline
Customer Service Manager
Multiverse NV
06.2022 - 06.2025
English-Hindi Translator
Freelancer
11.2018 - 12.2021
Transcriber
Google
11.2018 - 08.2021
Customer Support Executive
TATA Tele Business Services Limited
10.2017 - 12.2021
Supervisor
Unique Identification Authority Of India
08.2015 - 08.2016
Computer Teacher
Divya Institutes
02.2015 - 07.2015
Bachelor of Computer Applications - Computer Science
Karnataka State Open University
04.2012 - 01.2015
Master of Business Administration - MBA - Business Administration and Management, General
Himachal Pradesh University
01.2012 - 01.2015
Education
Master of Business Administration - MBA - Business Administration and Management, General
Himachal Pradesh University
Shimla 01.2012 - 01.2015
Bachelor of Computer Applications - Computer Science
Karnataka State Open University
Karanataka 04.2012 - 01.2015
Languages
English
Hindi
Work History
Customer Service Manager
Multiverse NV
06.2022 - 06.2025
- Led a fully remote, international team of customer support agents handling email, chat, and ticketing systems across multiple time zones.
- Built a high-performing team culture focused on exceeding KPIs such as CSAT, resolution time, and response rate.
- Created training materials, conducted regular coaching sessions, and designed structured onboarding programs to improve agent performance and product knowledge.
- Handled escalated customer concerns with professionalism and urgency, ensuring prompt resolution and customer satisfaction.
- Collaborated cross-functionally with marketing, product, and finance departments to streamline communication and improve service delivery.
- Utilized tools like Jira, Slack, Zendesk, Salesforce, and Google Workspace for performance tracking, workflow management, and internal collaboration.
- Conducted monthly reporting and data analysis to assess support trends and identify areas for continuous improvement.
- Fostered a supportive and accountable remote work environment that promoted growth, efficiency, and team engagement.
Customer Support Executive
TATA Tele Business Services Limited
10.2017 - 12.2021
- Delivered high-quality support via phone, chat, and email, resolving customer inquiries related to billing, technical issues, account management, and service upgrades.
- Maintained consistently high First Call Resolution (FCR) and Customer Satisfaction (CSAT) scores by providing fast, accurate, and empathetic assistance.
- Promoted to Trainer after two years based on performance, product knowledge, and communication excellence.
- Conducted onboarding and training for new support agents, including live coaching, mock call sessions, and product walkthroughs.
- Designed training materials, support documentation, and performance evaluation systems to ensure continuous team growth.
- Supported agents during nesting periods, provided real-time feedback, and helped them meet productivity and quality targets.
- Acted as liaison between frontline staff and operations to improve workflows, reduce escalations, and align processes with customer expectations.
- Used CRM tools, ticketing systems, and SOPs to ensure consistency and quality in customer service delivery.
English-Hindi Translator
Freelancer
11.2018 - 12.2021
- Experienced English-Hindi translator with over 10 million words translated across diverse content types for clients worldwide.
- I specialize in high-quality, contextually accurate translations tailored to the tone and intent of the original content.
- My work spans educational courses, websites, financial and technical documents, films, documentaries, YouTube videos, and web series.
- Translated a wide range of content including e-learning modules, subtitles, corporate materials, and marketing content, maintaining linguistic accuracy and cultural relevance.
- Applied deep knowledge of grammar, syntax, semantics, and style in both English and Hindi to produce clear, polished, and meaningful translations.
- Worked with international clients as a trusted language partner, delivering consistent quality and building long-term professional relationships.
- Maintained strict confidentiality of sensitive documents and materials.
- Managed projects independently, meeting tight deadlines, specific formatting guidelines, and client-specific requirements.
- Delivered translation projects for study materials, training guides, and technical manuals with precision and clarity.
Transcriber
Google
11.2018 - 08.2021
- Experienced in delivering accurate and high-quality Hindi transcription, data annotation, and linguistic tasks for clients in the AI, research, and media industries.
- Transcribed audio and video content in Hindi with high accuracy and clarity, maintaining consistency in format, tone, and context.
- Worked on projects involving timestamped transcription, speaker identification, and context tagging for voice recognition and NLP training.
- Provided data labeling and annotation for text, audio, and image datasets, contributing to large-scale AI and machine learning models.
- Followed strict style guidelines, accuracy targets, and quality control standards across all projects.
- Collaborated with project managers and QA teams to ensure compliance with linguistic and formatting guidelines.
- Delivered work within deadlines while maintaining confidentiality and a high level of detail orientation.
- Participated in quality assurance reviews, improving transcription accuracy and refining annotation workflows.
Supervisor
Unique Identification Authority Of India
08.2015 - 08.2016
- Worked as a Field Supervisor under the Unique Identification Authority of India (UIDAI), managing Aadhaar card registration operations in rural and underserved regions.
- Planned and managed field operations across rural areas, ensuring maximum coverage and outreach in assigned regions.
- Formed and led on-ground teams responsible for enrolling individuals for Aadhaar cards through biometric and demographic data capture.
- Conducted field research and area assessments to identify remote locations, accessibility challenges, and logistical needs.
- Coordinated with local authorities and community leaders to gain support and build awareness of the Aadhaar program.
- Ensured proper use of UIDAI-certified equipment and compliance with official enrollment procedures.
- Supervised data collection accuracy, system uploads, and documentation to meet UIDAI's quality and security standards.
- Maintained detailed records, generated progress reports, and resolved technical or operational issues in real time.
Computer Teacher
Divya Institutes
02.2015 - 07.2015
- Worked as a Computer Teacher for a period of 6 months, delivering foundational and intermediate computer education to students of various age groups.
- Taught core computer concepts including MS Office (Word, Excel, PowerPoint), internet usage, email communication, file management, and basic troubleshooting.
- Designed and delivered engaging lesson plans tailored to different learning levels.
- Assisted students with hands-on practice, ensuring they gained confidence through real-time exercises.
- Maintained class discipline, tracked progress, and provided regular feedback to help students improve.
- Conducted doubt-clearing sessions and one-on-one guidance when required.
- Created a supportive and interactive classroom environment that encouraged learning and curiosity.
Software
Jira
Trello
Slack
Discord
Google Workspace
Google Sheets
Zendesk
Salesforce
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