SANGILIDURAI ANGAPPAN
Customer Service Manager
Palani
Summary
I am a Senior Customer Service Analyst in Customer user support and Managing the team hands on experience on application and customer support. Rich experience on management. Excellent command in handling banking queries with Escalations regarding deployed bank applications.
Overview
11
11
years of professional experience
7
7
Languages
Work History
Senior Customer Service Manager
RC Foods and AAA Frozen
Udumalpet
01.2020 - 12.2025
- Conducted regular performance reviews of team members, identifying opportunities for growth and development.
- Implemented successful retention strategies that led to increased customer loyalty and repeat business.
- Mentored junior staff members to develop their skills, leading to higher performance levels.
- Devised innovative problem-solving techniques to address unique client concerns swiftly.
Customer Service Manager
FIRSTSOURCE Solutions ltd
Bangalore
01.2017 - 11.2019
- Monitor calls to ensure positive customer experience and provide direct feedback on observed performance.
- Managing the team target as well as individual target of team members.
- Represent the team in meetings and conference calls with clusters.
- MIS reporting as well as optimum utilization of resources & system.
- Ensuring team bonding and team interaction as to avoid attrition happening on the grounds of dissatisfaction in the team.
- Co-coordinating between different departments for any issue amongst team members.
- Conveying the client requirements to the team about the process.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Software Engineer
UNISOFT SYSTEM SOLUTIONS
COIMBATORE
07.2014 - 12.2016
- Responsible for developing codes & functions along with database. Here I was also a part of testing team.
- Handling Customer and user queries regarding deployed ERP software solutions.
- Working on Escalation and satisfying the customer's on their technical support.
- Providing additional support by doing floor support that helps my team associate to resolve their clarifications and Process information’s.
- Analyzing Requirements and provide resolutions to the customers to resolve their issue.
- Integrated new technologies into existing systems, increasing capabilities and improving overall performance.
Education
Master of Science -
Sree Saraswathi Thyagaraja College
Pollachi, Coimbatore, India 04.2001 -
Bachelor of Computer Science - undefined
Sree Saraswathi Thyagaraja College
Pollachi, Coimbatore, India04.2012
Skills
Microsoft Office
Complaint handling
Service quality assurance
Time management
Operations management
COMMUNICATION AND INTERPERSONAL SKILLS
Team work Documenting any major problems customers are facing with the products in large numbers & reporting it to the concerned department. Focusing the main part of quality and without fail or fatal. Training the associates circuiting and provided them with behavioral training. Encouraging team unity to achieve targets. I hereby declare that the above-furnished details are true to the best of my knowledge. (SANGILI DURAI. A)
Timeline
Senior Customer Service Manager
RC Foods and AAA Frozen
01.2020 - 12.2025
Customer Service Manager
FIRSTSOURCE Solutions ltd
01.2017 - 11.2019
Software Engineer
UNISOFT SYSTEM SOLUTIONS
07.2014 - 12.2016
Master of Science -
Sree Saraswathi Thyagaraja College
04.2001 -
Bachelor of Computer Science - undefined
Sree Saraswathi Thyagaraja College