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
Complaint resolution
Customer relationship management (CRM)
Team building
Customer relations
Performance evaluations
Product knowledge
Workforce management
Customer retention
Training programs
Team building and leadership
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