Sharath Kumar Mylapalli
Team Leader - Contact Centre Operations
Bheemunipatnam,AP
Summary
Experienced customer service leader with a strong focus on enhancing client experience and managing key performance metrics across high-performing teams. Proven expertise in analyzing customer feedback, driving CSAT improvements, and aligning operations with client-centric goals. Skilled in Excel, dashboard creation, and data-driven decision-making for operational excellence. Adept at identifying training needs, coaching teams, and improving service quality. Recognized for resolving escalations effectively, maintaining high satisfaction scores, and ensuring compliance with internal and regulatory standards.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
4
4
Languages
Work History
Team Leader, Contact Centre Operations - UAE
Standard Chartered Global Business Services
2024.11 - Current
- Leading a team of 16 handling inbound voice and chat support, ensuring adherence to service and quality benchmarks.
- Monitor daily attendance, adherence, AHT, and Service Levels (SL) to meet operational targets.
- Oversee e-learning completion, call evaluations, calibrations, and service quality reviews.
- Handle escalated customer interactions, manager calls, and ensure timely callback resolution.
- Track and review abandoned calls, language-specific routing, and call disconnect issues.
- Process operational tasks including shift allowances, action toggling, and roster scheduling.
- Respond to action mail requests and manage extended support as per business needs.
- Conduct scorecard reviews, provide performance feedback, and deliver regular coaching sessions.
- Support sales tracking, ensure accurate documentation, and collaborate on continuous service improvement.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Deputy Manager
Axis Bank
2023.03 - 2024.10
- Leading and managing a team of 20 customer service representatives, ensuring high performance and professional development
- Conducting regular team meetings to align on goals, share updates, and address any issues
- Monitoring and evaluating individual and team performance metrics, providing feedback and implementing improvement plans
- Developing and implementing strategies to improve customer satisfaction and operational efficiency
- Designing and conducting training programs for new hires and ongoing development for existing team members
- Mentoring team members, fostering a collaborative and supportive work environment
- Handling escalated customer inquiries and complaints, ensuring prompt and effective resolution
- Maintaining a strong understanding of company products, services, and policies to assist customers accurately
- Preparing and presenting regular reports on team performance, customer feedback, and key metrics to senior management
- Coordinating with other departments (e.g., sales, marketing, product development) to ensure a cohesive approach to customer service
- Managing communication channels to ensure consistent and effective customer support across various platforms (phone, email, live chat, social media)
- Developing and implementing customer satisfaction surveys and feedback mechanisms
- Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
Service Lead
Citi Bank
2020.10 - 2023.02
- Team Leadership and Management:Leading and managing a team of client service representatives, offering coaching, guidance, and support to ensure high performance and adherence to quality standards.
Conducting regular team meetings, performance reviews, and goal-setting sessions to drive individual and team development.
- Client Relationship Management:Building and maintaining strong relationships with clients, understanding their needs to deliver customized solutions and exceed expectations.
Acting as the primary point of contact for key clients, ensuring timely and effective communication.
- Compliance and Risk Management:Ensuring compliance with applicable laws, rules, and regulations by adhering to policies, applying ethical judgment, and conducting regular audits and monitoring to assess service quality.
Assessing risk when making business decisions, considering the firm's reputation, clients, and assets.
- KPI Monitoring and Reporting:Overseeing and addressing control issues, ensuring transparency and adherence to standards while managing resource allocation based on daily or weekly needs.
Monitoring and analyzing key performance indicators (KPIs) to measure team performance and identify areas for improvement.
Preparing and presenting detailed reports on team performance, client satisfaction, and service quality to senior management.
- Project Management:Creating, managing, and maintaining project plans, acting as the project manager for follow-ups across various departments.
Coordinating with other departments to ensure seamless service delivery and client satisfaction.
Retention Lead
SBICARDS & Payment Services Pvt Ltd.
2016.02 - 2020.09
- Lead and manage a team of retention specialists, ensuring high performance by providing coaching and facilitating professional development opportunities for team members.
- Develop and implement effective retention strategies to minimize customer churn and enhance loyalty.
- Analyze customer feedback and data to identify trends and areas for improvement in retention efforts.
- Assess the quality of services, identifying areas that require enhancement to boost overall productivity.
- Oversee direct interactions with customers to resolve issues, answer questions, and provide tailored solutions to retain their business. Ensure the team maintains high standards of customer service and satisfaction.
- Monitor and analyze retention metrics and KPIs to assess the effectiveness of retention strategies. Prepare detailed reports for senior management, highlighting retention performance and making data-driven recommendations.
- Collaborate with marketing, sales, and product teams to align retention initiatives with broader company goals.
- Continuously evaluate and improve retention processes to increase efficiency and effectiveness. Implement new tools and technologies to support retention activities and improve customer experiences.
- Manage the retention team’s budget, ensuring cost-effective use of resources, while maintaining high retention rates.
- Ensure the team adheres to all regulatory requirements and company policies. Identify and mitigate risks related to customer retention activities.
- Handle complex and escalated customer retention cases, ensuring satisfactory resolutions. Provide support and guidance to team members dealing with challenging customer interactions.
- Adapt strategies and processes to meet changing customer needs and market conditions.
Education
B.Tech - Mechanical Engineering
Sri Chaitanya Engineering College
Visakhapatnam, India 2011.06 - 2015.05
Skills
Customer Experience Management
Team Leadership & People Development
KPI & SLA Monitoring (AHT, CSAT, FCR, Abandon Rate)
Escalation & Conflict Resolution
Workforce Management (Roster, Scheduling, Adherence)
Data Analysis & Dashboard Reporting (Excel, MIS)
Cross-Functional Collaboration (Sales, Product, Training)
Retention Strategy & Customer Loyalty
Compliance & Risk Governance
Sales Tracking & Performance Feedback
Performance Coaching & Skill Development
Conducting Calibrations & Training Sessions
Accomplishments
- Achieved a significant decrease in the repeat percentage of the contact center, reducing it from 19% to 10%.
- Received the Best Floor Marshal Award consistently for the past 6 months.
- Maintained a scorecard rating of 1 for over 10 months in the previous year, demonstrating consistent high performance.
- Recognized with the Best Supervisor and Best Team Awards for outstanding leadership and team performance.
- Implemented effective retention strategies resulting in reducing cluster attrition from 25% to 5%.
Timeline
Team Leader, Contact Centre Operations - UAE
Standard Chartered Global Business Services
2024.11 - Current
Deputy Manager
Axis Bank
2023.03 - 2024.10
Service Lead
Citi Bank
2020.10 - 2023.02
Retention Lead
SBICARDS & Payment Services Pvt Ltd.
2016.02 - 2020.09
B.Tech - Mechanical Engineering
Sri Chaitanya Engineering College
2011.06 - 2015.05