Shamili B
1/227I ,Abhinandhan Nagar,3rd Street,Nanmangalam,Chennai
Summary
Dynamic leader with a proven track record at Allsec Technologies, excelling in team collaboration and customer relationship management. Spearheaded initiatives that significantly enhanced productivity and client satisfaction. Skilled in staff supervision and multitasking, adept at driving results and fostering vendor relationships. Achieved notable improvements in key performance metrics, demonstrating a strong commitment to excellence.
Overview
10
10
years of professional experience
Work History
Assistant Manager
Credential Business Solutions
Chennai
10.2023 - Current
- Supervised daily operations of the team, ensuring smooth workflows and productivity.
- Led and mentored a team of 50+ employees, providing training, support, and performance feedback.
- Collaborated with senior management to develop and implement business strategies that aligned with the company's goals.
- Managed client relationships, focusing on building rapport, resolving issues, and ensuring satisfaction.
- Developed reports using MS Excel and Power BI to track key performance metrics, and presented findings to senior leadership.
Team Lead
Credential Business Solutions
Chennai
02.2020 - 09.2023
- Led a team of 15+ employees, coordinating daily tasks, and ensuring alignment with organizational goals.
- Provided mentorship and guidance to team members, fostering a collaborative and productive work environment.
- Analyzed team performance and key metrics using MS Excel and Power Point, identifying areas for improvement, and implementing solutions.
- Collaborated with cross-functional teams to meet client needs, ensuring effective communication, and timely issue resolution.
- Tracked and reported on team performance, presenting updates to senior management to inform strategic decisions.
Team Leader
Allsec Technologies
Chennai
03.2018 - 01.2020
- Managed a team of 10+ customer service representatives, ensuring consistent achievement of performance goals in areas such as quality, productivity, and client satisfaction.
- Coordinated daily operations, set clear performance targets, and monitored key performance indicators (KPIs) to ensure team alignment with client expectations.
- Provided ongoing coaching, mentoring, and performance feedback to team members, improving overall individual and team performance.
- Acted as a point of escalation for complex customer issues, ensuring timely and satisfactory resolution.
- Developed and maintained strong client relationships, ensuring that service-level agreements (SLAs) and contractual obligations were consistently met.
- Trained new hires, ensuring they were fully equipped to meet client standards and adhere to company policies.
Subject Matter Expert
Allsec Technologies
Chennai
11.2016 - 02.2018
- Provided in-depth training and ongoing support to new hires and team members, ensuring they understood complex processes, technical details, and client expectations.
- Acted as a point of escalation for complex customer issues and internal queries, offering solutions to difficult, high-priority cases.
- Conducted regular knowledge-sharing sessions and refresher training to keep the team updated on product updates, system changes, and process improvements.
- Collaborated with management to analyze and optimize operational processes, ensuring that key performance metrics (KPIs) were consistently met.
- Provided feedback and recommendations to improve customer service strategies, increasing client satisfaction, and overall service delivery.
- Worked closely with Quality Assurance teams to ensure consistency in service delivery, identifying areas for improvement and helping agents enhance performance.
Customer Support Associate
Allsec Technologies
Chennai
01.2015 - 10.2016
- Managed inbound calls from customers, addressing inquiries, complaints, and service requests in a professional and timely manner.
- Provided accurate information regarding products, services, and account details, ensuring that customers received clear and concise solutions.
- Effectively resolved customer issues and concerns, including troubleshooting, service activation, and billing inquiries, maintaining a high level of customer satisfaction.
- Processed orders, cancellations, and returns, ensuring that all transactions were completed according to company policies.
- Escalated complex or unresolved issues to appropriate departments or management for prompt resolution, following up with customers as needed.
Education
B.Tech(CSE)-76% -
Sri Venkateswara College of Engg And Technology
Chittoor01-2014
HSC-92% -
Sri Chaitanya Junior Kalasala
Chittoor01-2010
SSC-81% -
Sri Balaji Eng Medium High School
Chittoor 01-2008
Skills
- Team collaboration
- Multitasking
- Customer relationship management (CRM)
- Result Orientation
- Sales pitches
- Staff supervision
- Workload management
- Vendor relationship management
Technical Skills
MS Office
Power BI
Personal Details
Father Name : P Babu
DOB: 05-Feb-1993
Martial Status: Married
Language Known: Tamil Telugu & English
Timeline
Assistant Manager
Credential Business Solutions
10.2023 - Current
Team Lead
Credential Business Solutions
02.2020 - 09.2023
Team Leader
Allsec Technologies
03.2018 - 01.2020
Subject Matter Expert
Allsec Technologies
11.2016 - 02.2018
Customer Support Associate
Allsec Technologies
01.2015 - 10.2016
B.Tech(CSE)-76% -
Sri Venkateswara College of Engg And Technology
HSC-92% -
Sri Chaitanya Junior Kalasala
SSC-81% -
Sri Balaji Eng Medium High School
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