SHRUTHI G
Summary
Strategic and quality-focused Team lead with over 7 years of experience. Handling team of 30 members, experience in providing support to customer support, Handling escalation and retention, and driving team on the same.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Team Leader
Mouser Electronics
Bangalore
03.2022 - Current
- Currently working as Service Support Team Lead
- Handling TTI electronics backend operations
- Responsible for handling team of 16 people with delivering the data within TAT
- Having regular connects with the stakeholder for review and generate revenue
Team Lead
Amica Finance Pvt LTD
Bangalore
12.2021 - 03.2022
- Customer Support (Email) |Amica Finance technologies, Handling a team of 30 agents and responsible for driving customer experience Creating a Daily productivity report, rostering, weekly reports, monthly reports Meeting targets daily Handling escalation Responsible for meeting CSAT, FRT, Resolution.
Team Lead for Student Account Manager
Vedantu Innovation Pvt Ltd
Bangalore
07.2020 - 12.2021
- Handling a team of 30 SAM and responsible for their performance Creating a Daily productivity report Meeting targets daily Closely working with the collections team for generating revenues Meeting the NPS rating Responsible for meeting Retention and engagement target Have worked for small projects from initiation to entire development of project and making it successful Creating Reports and timely sharing data Real-time Basis Coaching and training SAM Creating call script
Senior Escalation Manager
Minacs /Concentrix Service India Pvt Ltd
Bangalore
06.2015 - 12.2018
- Handling escalation calls of Apple Customers addressed to Tim Cook
- Providing Technical and Replacement service
- Providing timely resolution to the client after escalating issue to Concern
- TeamResponsible for individual and Team performance and incentives.
Customer relationship supervisor
Minacs - Intel
Bangalore
01.2015 - 06.2015
- Receiving Escalation calls from 1st level as Providing technical and warranty support for Indian customers for
- Intel Desktop motherboard and processor
- Handling the legal cases and Interacting with Channel Area
- Managers of Intel
- Providing Email support for Sri Lanka, Bangladesh, and HCL Customers.
Energy Adviser
Energy Helpline
Bangalore
12.2013 - 01.2015
- Making cold calls to UK Customers
- Converting calls to sales
- Calling the existing Customer and Switching them to different Supplier and convert as sale
Education
10th -
KV ASC
03.2006 - 03.2007
12th - undefined
KV MEG
03.2008 - 11.2009
BE - undefined
VTU
06.2009 - 06.2013
Timeline
Team Leader
Mouser Electronics
03.2022 - Current
Team Lead
Amica Finance Pvt LTD
12.2021 - 03.2022
Team Lead for Student Account Manager
Vedantu Innovation Pvt Ltd
07.2020 - 12.2021
Senior Escalation Manager
Minacs /Concentrix Service India Pvt Ltd
06.2015 - 12.2018
Customer relationship supervisor
Minacs - Intel
01.2015 - 06.2015
Energy Adviser
Energy Helpline
12.2013 - 01.2015
BE - undefined
VTU
06.2009 - 06.2013
12th - undefined
KV MEG
03.2008 - 11.2009
10th -
KV ASC
03.2006 - 03.2007