Shri Hari Gurumurthy
Chennai
Summary
Experienced Customer Relationship Manager bringing 11 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
12
12
years of professional experience
2
2
Certification
Work History
Customer Relationship Manager
Wisemen IT Solutions Private Limited
08.2016 - Current
- Successfully led team of 8 to 18 professionals and coordinated with developers to consistently deliver solutions that exceeded customer expectations.
- Demonstrated proficiency in web development tools, SQL, and Firebird, effectively utilizing my technical expertise in project execution.
- Successfully maintained strong relationships with customers, providing them with periodic project updates and ensuring effective communication by conveying complex technical information clearly and concisely to both technical and non-technical customers.
- Utilized my business acumen to analyze market trends and industry competition, leveraging this knowledge to better serve customers and contribute to achieving project goals.
- Through my strong problem-solving skills, I successfully overcame challenges and obstacles, developed creative solutions, and consistently met customer requirements while exceeding their expectations.
Key Results:
- 85% increase in customer satisfaction ratings
- 75% increase in repeat business and referrals
- 65% decrease in customer complaints
- 40% decrease in project turnaround time
- 45% increase in revenue growth
Technical Support Officer
Wisemen IT Solutions Private Limited
09.2014 - 07.2016
- Increased customer satisfaction ratings to 85%.
- Developed and implemented training initiatives for new hires.
- Managed customer contact center with 8 support representatives.
- Analyzed and developed service goals for the inbound call center.
- Responded to customer inquiries and provided technical assistance over the phone and via email.
- Researched and identified solutions to technical problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Generated reports to track performance and analyze trends.
- Monitored system performance to identify potential issues.
Technical Support Executive
Sitel India Private Limited
12.2011 - 02.2014
- Provided exceptional customer service by addressing customer inquiries, concerns, and issues in timely and professional manner through various channels, including phone, email, and chat
- Troubleshoot technical issues related to various products and services, ensuring customers received accurate and efficient support
- Documented all customer interactions, including nature of their inquiries, concerns, and resolutions, to maintain accurate records and help improve company's products and services
- Interacted with clients and provided them with timely updates on project status and discussed business scenarios to ensure alignment with their needs
- Demonstrated strong problem-solving skills to develop creative solutions that met customer requirements and exceeded expectations
- Managed multiple campaigns at same time.
- Tracked KPIs and created continuous improvement plans
- Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure
Education
Bachelor of Technology - Computer Science And Engineering
Sri Manakula Vinayagar Engineering College
Puducherry07.2009
Skills
- Vendor Relationship Management
- Cultural Sensitivity
- Paperwork Processing
- Revenue Growth
- Project Management
- Staff Training
- B2B Product Management
- Team Goals
- Customer and Client Relations
- Customer Service and Assistance
Certification
- Web Development Bootcamp
- Social Media Marketing
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Telugu
Intermediate (B1)
Timeline
Customer Relationship Manager
Wisemen IT Solutions Private Limited
08.2016 - Current
Technical Support Officer
Wisemen IT Solutions Private Limited
09.2014 - 07.2016
Technical Support Executive
Sitel India Private Limited
12.2011 - 02.2014
Bachelor of Technology - Computer Science And Engineering
Sri Manakula Vinayagar Engineering College
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