S B Aravinda Kumar
Bangalore
Summary
Results-driven and customer-focused Team Leader with a proven track record of success in leading high-performing customer service teams. Offering 3 years of experience in overseeing both inbound and outbound processes within the domestic sector. Known for exceptional leadership skills, I excel in motivating teams to achieve and exceed performance targets while ensuring an unparalleled customer experience. Adept at strategic decision-making, problem-solving, and fostering a positive team culture. Seeking a challenging opportunity to leverage my skills in driving operational efficiency, enhancing customer satisfaction, and contributing to the success of a dynamic organization.
Overview
7
7
years of professional experience
Work History
Team Leader, Customer Service
Boom Games Private Limited
Bangalore
07.2021 - Current
- Team Leadership:Led a team of 20 customer support representatives, fostering a collaborative and high-performance work environment. Conducted regular team meetings to discuss goals, address concerns, and communicate important updates.
- Process Management:Managed both inbound and outbound customer support processes, ensuring seamless operations and adherence to service level agreements (SLAs). Developed and implemented efficient workflows, resulting in a 18% increase in overall team efficiency.
- Performance Evaluation:Monitored and evaluated individual and team performance using key performance indicators (KPIs). Implemented performance improvement plans as needed and recognized top performers through a structured rewards system.
- Training and Development:Conducted regular training sessions to enhance team members' product knowledge, communication skills, and problem-solving abilities. Introduced new training materials to keep the team updated on product changes and service enhancements.
- Customer Issue Resolution:Collaborated with cross-functional teams to address escalated customer issues, ensuring prompt and effective resolutions. Implemented strategies to reduce customer complaints by [percentage]% through proactive problem-solving and improved communication.
- Process Improvement:Spearheaded process improvement initiatives, resulting in a streamlined workflow. Gathered and analyzed customer feedback to identify areas for improvement and implemented changes to enhance the overall customer experience.
- Communication:Facilitated communication between team members and management, ensuring transparency and alignment with organizational goals. Acted as a liaison between customer support and other departments to address interdepartmental challenges and enhance overall collaboration.
- Data Analysis and Reporting:Generated and analyzed reports to assess team performance, identify trends, and make data-driven decisions. Provided regular updates to upper management on team achievements, challenges, and opportunities for improvement.
- Customer Satisfaction Enhancement:Implemented initiatives to boost customer satisfaction, resulting in a 80% increase in positive customer feedback. Established and maintained strong customer relationships through personalized interactions and feedback collection processes.
Email and Chat Support Specialist
Boom Games Private Limited
Mumbai
09.2016 - 07.2021
- Customer Communication:Responded promptly and professionally to customer inquiries through email and chat channels. Provided accurate information, resolved issues, and ensured customer satisfaction in every interaction.
- Multitasking:Simultaneously managed multiple customer conversations through email and chat, maintaining a high level of responsiveness. Demonstrated effective multitasking skills to handle diverse customer queries efficiently.
- Problem Resolution:Diagnosed and resolved customer issues through effective problem-solving and troubleshooting techniques. Collaborated with cross-functional teams to address complex problems and provide comprehensive solutions.
- Product Knowledge:Maintained up-to-date knowledge of the company's products and services to offer accurate information to customers. Acted as a subject matter expert, assisting both customers and team members with product-related queries.
- Customer Relationship Management:Built and maintained positive customer relationships through personalized and empathetic communication. Implemented strategies to enhance customer loyalty and repeat business.
- Documentation:Maintained detailed and accurate records of customer interactions, ensuring a comprehensive understanding of customer history and preferences. Contributed to the development and updating of internal knowledge base resources.
- Time Management:Prioritized and organized workload effectively to meet service level agreements (SLAs) for response times. Managed time efficiently to handle a high volume of emails and chat requests without compromising quality.
- Quality Assurance:Adhered to established quality standards in all customer communications, ensuring consistency and professionalism. Participated in quality assurance programs to continuously improve service delivery.
- Continuous Improvement:Provided feedback to management on recurring customer issues and suggested process improvements. Actively participated in training sessions and workshops to enhance skills and stay updated on industry best practices.
- Collaboration:Collaborated with other customer support team members to share knowledge, address challenges, and ensure a unified approach to customer service. Liaised with other departments to resolve issues that required cross-functional collaboration.
Education
Bachelor of Accountancy - Accounting
NES Ratnam College
Mumbai05-2013
Skills
- Mentoring
- Coaching
- Shift Scheduling
- Quality Improvement
- Documentation and Reporting
- Team Supervision
- Work Planning
- Communication Skills
- Empathy
- Performance Improvement
- Key Performance Indicators
- Complex Problem-Solving
- Flexible Schedule
- Performance Evaluations
- Goal Setting
- SOP Adherence
- Call Center Operations
- Safety Processes and Procedures
- Staff Training
- Teamwork and Collaboration
- Leadership
Affiliations
- I have been very helpful for my team for resolving complex issues in my team as well as other team.
Languages
English
First Language
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Accomplishments
- I have been awarded For Long Service Award in the year 2022.
Timeline
Team Leader, Customer Service
Boom Games Private Limited
07.2021 - Current
Email and Chat Support Specialist
Boom Games Private Limited
09.2016 - 07.2021
Bachelor of Accountancy - Accounting
NES Ratnam College
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