Satya Durga K
Bangalore
Summary
Dynamic and results-driven Team Leader with extensive experience in managing and guiding cross-functional teams to achieve organizational goals. Adept at fostering a collaborative and inclusive environment, ensuring high levels of team engagement and productivity. Proven track record of implementing strategic initiatives, optimizing workflows, and driving continuous improvement. Strong interpersonal and communication skills, with the ability to motivate and mentor team members to reach their full potential. Committed to delivering exceptional results and maintaining a culture of excellence and accountability.
Overview
7
7
years of professional experience
Work History
Team Leader - Customer Engagement
Shopmatic Solutions Pvt Ltd
Bangalore
10.2021 - 08.2024
- Led a team of 10 E-commerce consultants, ensuring high levels of customer satisfaction and efficient issue resolution
- Implemented training programs to enhance team performance and product knowledge
- Analyzed customer feedback to identify areas for improvement and developed strategies to address them
- Achieved 100% in customer satisfaction scores
- Provided exceptional support to customers, resolving complex issues promptly and effectively
- Assisted in the development and implementation of new customer support processes and procedures to achieve enterprise and partner sales
- Mentored junior support team members, contributing to their professional growth and development
- Consistently achieved or exceeded performance metrics, including 100% customer satisfaction, response time, and resolution rate within SLA
- Achieved 100% renewal and retention rate of the merchants
- Worked closely with the development and product team to get the issues resolved intime.
Senior Advisor
247.ai
Bangalore
04.2021 - 10.2021
- Handled customer inquiries and complaints through various channels, including phone, email, and live chat
- Maintained detailed and accurate records of customer interactions and transactions
- Collaborated with cross-functional teams to ensure seamless service delivery and issue resolution
- Received recognition for outstanding customer service and problem-solving abilities.
Senior Executive Customer Support
Genisys Group
Bangalore
10.2018 - 04.2021
- Responsible for rendering services to the clients of Shopmatic Software Development
- Respond to customer queries via chats, calls, and Emails
- Provide accurate, valid, and complete information by using the right methods/ tools
- Escalate to appropriate departments on time and follow up on the case until it is closed
- Maintain ongoing client relationships
- Works on assignments that are routine to moderately complex in nature and require basic problem resolution and independent judgment
- Provides details related to the growth and prospects of the organization to clients
- Interact with clients to understand their requirements and provide them with training to make them self-sufficient as we operate on a DIY Platform
- Managing SLA/KPIs allocated to the team.
AR Executive
Omega Healthcare
Bangalore
10.2017 - 10.2018
- Outcall the US Healthcare Insurance companies and collect the patient insurance details
- Managing SLA/KPIs allocated to the team
- Maintained detailed and accurate records of customer interactions and transactions
- Collaborated with cross-functional teams to ensure seamless service delivery and issue resolution
- Received recognition for outstanding customer service and problem-solving abilities.
Education
B.Com(Computers) -
Sathyabama University
Intermediate -
Sri Chaitanya Junior College, Kakinada
S.S.C -
Durga Prasad Public School
Skills
Team Management: Proven ability to lead and motivate teams, fostering a collaborative and high-performance work environment
Customer Service Excellence: Strong commitment to delivering exceptional customer experiences and resolving issues effectively within the SLA
Operational Efficiency: Skilled in optimizing processes and procedures to improve efficiency and productivity
Communication: Excellent verbal and written communication skills, with the ability to interact effectively with customers and team members
Problem-Solving: Adept at identifying issues, analyzing root causes, and implementing effective solutions
Technical Proficiency: Proficient in Zoho, Freshdesk, Zendesk, Jira, Google Analytics, SEO with a strong understanding
Timeline
Team Leader - Customer Engagement
Shopmatic Solutions Pvt Ltd
10.2021 - 08.2024
Senior Advisor
247.ai
04.2021 - 10.2021
Senior Executive Customer Support
Genisys Group
10.2018 - 04.2021
AR Executive
Omega Healthcare
10.2017 - 10.2018
B.Com(Computers) -
Sathyabama University
Intermediate -
Sri Chaitanya Junior College, Kakinada
S.S.C -
Durga Prasad Public School
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