Shibu CS
Manager
Coimbatore
Summary
Results-oriented leader with over 7 years of experience in directing operations and enhancing team performance in tech and support sectors. Expertise in building relationships with diverse stakeholders and streamlining processes to achieve organizational goals. Improved service metrics through data-driven decision-making and collaboration with cross-functional teams to enhance product security and implement scalable workflows.
Overview
4
4
Languages
3
3
Certifications
10
10
years of professional experience
Work History
Manager
Rently Software Development
11.2025 - Current
- Lead and oversee four cross-functional teams: Renter Support (inbound call center), Technical Support (locks, hubs, IoT devices), Renter Security (fraud and scam prevention), and Client Success Management (CSM).
- Manage end-to-end operations, including staffing, forecasting, performance management, reporting, and operational strategy.
- Implement scalable processes to enhance efficiency, improve First Call Resolution (FCR), and reduce operational escalations across verticals.
- Drive coordination between Product, Engineering, Support, and CSM teams to ensure unified execution and service consistency.
- Lead escalation management and high-impact incident resolution across all departments.
- Enhance fraud prevention workflows in Renter Security, reducing scam-related incidents through targeted monitoring and process automation.
- Oversee CSM activities by ensuring client issues, onboarding, renewals, and product adoption are effectively managed.
- Provide operational coaching and leadership to team leads and managers across all four departments.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved customer disputes promptly, maintaining open lines of communication and ensuring consistent high-quality service delivery, leading to enhanced customer satisfaction.
- Maintained budget compliance while controlling costs, contributing to overall profitability.
- Improved marketing to attract new customers and promote business.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Developed and executed strategic plans and performance metrics, achieving departmental goals and aligning team objectives with organizational priorities.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed and motivated employees to be productive and engaged in work.
Associate Manager – Renter Experience
Rently Software Development
04.2023 - 10.2025
- Elevated renter satisfaction scores by 25% through targeted initiatives.
- Boosted retention rates by 15% through personalized renter engagement.
- Implemented feedback loops, enhancing service quality, and responsiveness.
- Led cross-functional teams to enhance the overall renter experience.
- Achieved a 42% increase in positive online reviews and ratings.
- Streamlined onboarding process, reducing time to lease by 30%.
- Developed training programs, increasing team efficiency by 23%.
- Managed cross-functional projects, ensuring timely completion and alignment with company objectives.
- Analyzed market trends, driving strategic pricing adjustments.
- Set performance goals for employees and offered actionable feedback to achieve milestones.
- Developed detailed plans based on project requirements.
- Managed location operations, overseeing shift changes to ensure effective implementation of operational strategies.
- Developed detailed plans based on broad guidance and direction.
- Initiated process improvements based on thorough analysis of internal operations data resulting in enhanced productivity levels.
Team Lead – IOT & Product Experience
Rently Software Development
01.2021 - 04.2023
- Led cross-functional teams to innovate and grow IoT products.
- Implemented data-driven strategies, resulting in 40% revenue growth.
- Streamlined user experience, enhancing customer satisfaction by 25%.
- Streamlined user experience, boosting customer satisfaction by 25%.
- Cultivated partnerships with key stakeholders to broaden market reach.
- Cultivated partnerships with key stakeholders to expand market reach.
- Mentored team members, fostering a culture of collaboration and success.
Associate Team Lead
Rently Software Development
04.2019 - 01.2021
- Led a high-performing team to exceed CSAT targets by 20% annually.
- Implemented training programs, increasing team productivity by 30%.
- Cultivated strong client relationships, increasing customer retention by 25%.
- Streamlined processes, reducing operational costs by 15% within six months.
- Drove innovative strategies, contributing to a 10% increase in market share.
- Mentored team members, facilitating three promotions within a year.
Specialist – Technical Support (Tier 2)
Rently Software Development
04.2019 - 12.2020
- Delivered exceptional Tier 2 support, boosting customer satisfaction rates.
- Resolved complex technical issues, reducing average resolution time by 30%.
- Collaborated with cross-functional teams to identify and implement product enhancements.
- Trained junior members, fostering knowledge sharing and enhancing team capabilities.
- Collaborated with cross-functional teams to enhance product performance.
- Analyzed support trends to develop proactive solutions that improved service delivery.
- Trained junior members, improving team efficiency and knowledge sharing.
- Utilized CRM tools to track and optimize support workflows.
Senior Process Executive / Executive Analyst
Hexaware Technologies – Vodafone India
03.2016 - 03.2019
- Streamlined processes, enhancing efficiency across departments.
- Implemented data-driven strategies, contributing to revenue growth.
- Analyzed market trends, informing strategic decision-making initiatives.
- Streamlined processes, boosting efficiency by 30% across departments.
Education
Bachelor of Science - Computer Science
Sri Krishna College of Arts and Science
Coimbatore, India01.2015
Skills
Operations management
Project management
Strategic planning
Business administration
Business development
Performance management
Key performance indicators
Workforce management
Staff development
Team leadership
Team supervision
Task delegation
Decision-making
Customer relationship management (CRM)
Customer service
Cross-functional teamwork
Relationship building
Negotiation
Documentation and reporting
Time management
Policy implementation
Accomplishments
- Exceeded SLA, TAT, and CSAT targets for multiple consecutive quarters.
- Developed and implemented the 'SAFE MODE' workflow for public-facing issues.
- Played a key role in achieving organizational OKRs and operational efficiency improvements.
- Consistently recognized as Best Performer (2017, 2018).
- Improved quality and productivity through structured audits and coaching programs.
Certification
Professional Scrum Master Certification -2025
Timeline
Manager
Rently Software Development
11.2025 - Current
Associate Manager – Renter Experience
Rently Software Development
04.2023 - 10.2025
Team Lead – IOT & Product Experience
Rently Software Development
01.2021 - 04.2023
Associate Team Lead
Rently Software Development
04.2019 - 01.2021
Specialist – Technical Support (Tier 2)
Rently Software Development
04.2019 - 12.2020
Senior Process Executive / Executive Analyst
Hexaware Technologies – Vodafone India
03.2016 - 03.2019
Bachelor of Science - Computer Science
Sri Krishna College of Arts and Science
Websites and Social Links
LinkedIn: www.linkedin.com/in/shibu-andrews