SANKAR S
Team Leader
Kochi
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction with sales strategies and driving positive outcomes. Resourceful Customer Support Team Lead known for high productivity and efficient task completion. Specialize in conflict resolution, process improvement, and team management. Excel in communication, leadership, and problem-solving to enhance team performance and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Support Manager (Toil Lion Software )
Zamorin Projects Pvt Ltd
Kochi
03.2024 - 03.2025
- Managed software inquiries and complaints in a professional manner.
- Tracked sales performance metrics to identify trends in market place.
- Research new technologies and initiatives to improve Toil Lion's customer experience.
- Coached team members on best practices for delivering exceptional customer experiences.
- Assisted sales team by providing technical expertise during the sales process.
- Coordinated with technical support teams to resolve customer issues in a timely manner.
- Coached new employees on best practices for closing deals quickly and efficiently.
- Developed strategic relationships with key decision makers at target companies.
- Maintained accurate records of all sales activities in the company's CRM system.
- Provided product demonstrations to potential buyers both in person or via video conferencing tools.
- Generated leads through cold calling, online searches, and referrals from existing clients.
- Reported directly to Managing Director regarding progress towards goals.
Process Executive
PRODAPT SOLUTION PVT LTD
10.2023 - 03.2024
- Troubleshooting the technical issue of Frontier customer in network issue
- Software Tools:- Hub, Frontier.com
- Developed and implemented process improvement initiatives to reduce production cost.
- Conducted training sessions for new team members on process procedures.
HR BACKEND ASSOCIATE
SUTHERLAND GLOBAL PVT LTD
07.2021 - 09.2023
- Created, organized and maintained Amazon NA & UK employee personnel files to keep sensitive data secure
- Software Tools :- My Time, Peoplesoft , Dali , Quip
- Conducted background checks and orientation, coordinating new employee onboarding process
- Software Tools :- Salesforce, AWS, Peoplesoft
- Leave management of the Amazon NA employee and coordinating the Job data of the employee
- Software Tools :- My Time, Peoplesoft , Dali
ASSOCIATE
SUTHERLAND GLOBAL PVT LTD
08.2017 - 01.2021
- Answered Amazon NA, CA & UK customer questions and provide the store information
- Software Tools :- Amazon customer center tool, Amazon website
- Troubleshooting the problems of Amazon customer of orders and the issues with the website
Front Desk Agent
Tech Mahindra Bpo
Chennai
03.2016 - 06.2017
- Provided detailed information about Vodafone customer service products and services.
- Managed customer accounts using CRM software tools.
- Resolved customer issues in a timely manner.
- Responded to customer inquiries via Avaya phone.
- Developed strategies to improve customer service experience.
- Provided Vodafone escalation voice support during peak periods of activity.
Telesales Executive
Star Health Issuance Pvt Ltd
Chennai
03.2015 - 03.2016
- Provided accurate information about Health Insurance products, prices and services.
- Handled the Newly Sales, Renewals sales, Accidental Policy, and refunds in accordance with company policies.
- Tracked sales performance metrics to identify trends in market place.
- Upsold additional Insurance products based on customer interests and needs.
- Attended weekly team meetings to review performance goals and objectives.
- Handled customer complaints in a professional manner.
Front Office Executive
Allsec Technology Pvt. Ltd
Chennai
11.2013 - 02.2015
- Developed and maintained relationships with Samsung customers to ensure their satisfaction.
- Investigated Samsung Technical customer complaints and provided solutions within acceptable time frames.
- Maintained accurate records of customer interactions and transactions in CRM system.
- Communicated Samsung new television products and services information to existing customers via Avaya calls.
- Analysed Avaya call data to determine areas of improvement in customer care process.
- Created detailed reports of customer interactions for internal records keeping purposes.
- Provided customer service by responding to calls inquiries in a timely manner.
Education
B.E. - Mechanical Engineering
CSI INSTITUTE OF TECHNOLOGY
NAGERCOIL01.2012
PLUS TWO - Computer Science
MANNAM MEMORIAL RESIDENCIAL HIGHER SECONDARY SCHOOL
Trivandrum04-2008
SSLC -
MANNAM MEMORIAL RESIDENCIAL HIGHER SECONDARY SCHOOL
Trivandrum01.2006
Skills
- MS Office
- New hire onboarding and orientation
- Email sourcing and administrative maintenance
- Recruitment Management
- Employee relations
- Customer complaint handling
- Sales management
- Staff mentoring & leadership
- Customer relations
- Training and mentoring
- Report analysis
- Chat platforms
- Customer service
- Customer needs assessment
PERSONAL DETAILS
- Date of Birth :- 26 Feb 1990
- Father's Name :- Sriram. S
- Blood Group :- A+
- Gender :- Male
- Permanent Address :- 13/ 87 Sowparnika, Eroor South, near to Pottayil Temple Tripunithura, Kochi- 682306.
- Marriage Status :- Married
- Wife's Name :- Padhmasri.S
- Current Location :- Sopanam, Kizhakkenagapadi Lane, Elamakkara, Kochi- 682026.
Timeline
Customer Support Manager (Toil Lion Software )
Zamorin Projects Pvt Ltd
03.2024 - 03.2025
Process Executive
PRODAPT SOLUTION PVT LTD
10.2023 - 03.2024
HR BACKEND ASSOCIATE
SUTHERLAND GLOBAL PVT LTD
07.2021 - 09.2023
ASSOCIATE
SUTHERLAND GLOBAL PVT LTD
08.2017 - 01.2021
Front Desk Agent
Tech Mahindra Bpo
03.2016 - 06.2017
Telesales Executive
Star Health Issuance Pvt Ltd
03.2015 - 03.2016
Front Office Executive
Allsec Technology Pvt. Ltd
11.2013 - 02.2015
B.E. - Mechanical Engineering
CSI INSTITUTE OF TECHNOLOGY
PLUS TWO - Computer Science
MANNAM MEMORIAL RESIDENCIAL HIGHER SECONDARY SCHOOL
SSLC -
MANNAM MEMORIAL RESIDENCIAL HIGHER SECONDARY SCHOOL
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