Zoho, salesforce, Freshdesk, Zendesk
Hi, I’m
SIMIYON V
Customer Experience Manager
Chennai
Summary
A competent professional with nearly 14+ years of experience in: Operations Management, Project Implementation, Team Management, Customer Relationship Management, Retention, Planning and forecasting, Promotional activities, Branding, & Traffic reduction. Resourceful in delivering high-quality customer experience & elevating customer satisfaction while adhering to standards and work processes. Extensive experience in providing guidance and leadership to staff in accordance with specified program objective. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Customer-focused professional with successful 14-year career in Customer Experience sector. Dynamic successful applying Omni channel support and customer centric in busy business environment. Experienced and reliable Team Manager with successful history leading and motivating staff members to exceed goals. Offers excellent communication and organizational skills. Adept at resolving conflicts and addressing emerging issues. Dedicated Customer experience professional with a history of meeting company goals utilising consistent and organised practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
years of professional experience
2
Languages
Work History
Maersk Global Services India PVT LTD, Chennai
Team Manager - Client Services & Operations
04.2022 - Current
Job overview
- Handling a team size of 100+ FTEs focusing on customer support, services and customer experience.
- Direct integration with clients for obtaining their requirements
- CSat, NPS, FCR, FRT, SLA, quality, shrinkage, operations, KPIs, process flow, automation.
- Voice and non voice process
- SLA, AHT, Macro, implementation of new process.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Demonstrated leadership skills in managing projects from concept to completion.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Veranda Learning Solutions Pvt Ltd, Chennai
Manager - Customer Support Internationl
01.2021 - 03.2022
Job overview
- Handled a Team size of 184 FTE with 8 Team leads direct reporting of 4 AMs for both Voice and Non Voice process.
- Handled different sales and support teams
- Forecast of sales, SLA, FRT,AHT SOPs, Process flow
- Handled Zoho CRM and ozonetel cloud agent support, IVR configuration, Automation implementation,
- Derived quality parameters for all the process
- Launched 3 new verticals.
- Automation and Data study for AI implementation like, chat bot, auto responses to customer queries,
Big Tree Entertainment Pvt Ltd, Chennai
Assistant Manager - Customer Experience
11.2016 - 06.2021
Job overview
- To ensure customers experience is on par. Introduced chat bot to reduce customer wait time, SLA improvement, quality etc
- Customer Experience Voice & Non-Voice Process & Branding and promotional Activities ( Chat, email, social, calls)
- Chat process - Handled in introducing FRT from 3 min to 30 sec
- Efficiently managing unit of 140 FTEs and looking after daily & monthly Reports, reconciliation and investigation on audit findings
- Managing 5 team leaders as dot line executives with ratio of 25:5:1 for leading in house brand named as BOOK MY SHOW
- Establishing & implementing departmental policies, goals, objectives & procedures
- Encouraging, identifying and developing best practice strategies,Introduction of categories and sub categories depending on customer issues
- Accountable for ensuring team's capacity and effectively coordinating, Facilities Manager, IT Manager and HR Department
- Conducting weekly review with leads on team performance, process improvements and quality control standards
- Had close discussion with Business development and operations team for branding and promotional
- Accountable for Resolution leading to Retention of customers and clients
- Analyzed and created specific TAT for all tickets raised by adviser to be resolved
- Targeting customer satisfaction >=99.50% Quality >=98% TAT per SLA 9% >= Retention and 89% >= FCR
- Meeting employee satisfaction by ensuring compliance & employee engagement activities
- Driving stakeholder's satisfaction through productivity and cost margin improvements
- Significant Accomplishments: Bagged, Best Team of year awards - 2017
- Error free Team for 2017
- Played major role in implementing chat bot
- Recognized for implementing employee magazine on quarterly basis from Customer experience department
- Implementations of cancellation module, Implemented in house unified window for Customer experience team
- Worked closely with technology team for creating specific region which bifurcation contact us in App and website
- Monitored and reported on trends in customer interaction to evaluate processes and capitalise on improvement opportunities
- Spearheaded training initiatives to keep all customer service team members operating consistently with strong call management abilities
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
S- India Info Solutions Pvt Ltd, Chennai
Team Lead - Customer Service
08.2009 - 09.2016
Job overview
- Customer Support Executive (Voice Support) (Appointment Fixing & Customer Grievances) (Claim Processing)
- Assigned daily employee tasks and monitored activity and completion
- Provided support to US customers over telephone for their orders, cancellation and refund, Returns and Replacement of damaged items
- Key Result Areas (SLA, FRT, Quality, FCR, AHT)
- Training agents and helping them in day to day process quires
- Reporting list of misrouted, missing boxes and delayed shipments to warehouse managers
- Significant Accomplishments: Recognized as Best Performer for month of Oct'09, Dec'09, Jan'10 and took over acting Quality Analyst role and handled escalations
- Best suggestion which improved TAT and performance of team
- Promoted as Team Lead for Voice Process
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies
- Monitored employee performance and developed improvement plans
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency
- Established and optimized schedules to keep coverage and service in line with forecasted demands
- Submitted reports to senior management to aid in business decision-making and planning
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Supervised team of 75 employees and provided feedback on performance
- Achieved recognition from senior management for contribution to store success, including managing sales, employees and operations to foster optimal performance
- Maintained positive customer relationships by responding quickly to customer service inquiries
- Advanced to key-holder and assistant manager-in-charge in manager's absence
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Applied customer feedback to develop process improvements and support long-term business needs
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly
- Increased customer retention and satisfaction by closely monitored team member performance and assessing problematic practices
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets
- Mentored junior team members on protocols and procedures of each station to maximize contributions
- Coached new team members on service techniques and provided scoring through quality assurance program
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
- Promoted to Team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
Anna University, ACET College , Chennai
B.E.EEE from Electrical And Electronics Engineering
Css Matric Hr Sec School , Chennai
12th STD
Seventh Day Matric Hr.sec. School , Chennai
10th STD
Skills
Empathy and Customer Advocacy
Accomplishments
- Attended Leadership Workshop.
- Presented in Global customer experience conferences
- Trained in Zoho one suite.
Software
Computer skills
Outlook
MS office suite
C, C++
Timeline
Team Manager - Client Services & Operations
Maersk Global Services India PVT LTD
04.2022 - Current
Manager - Customer Support Internationl
Veranda Learning Solutions Pvt Ltd
01.2021 - 03.2022
Assistant Manager - Customer Experience
Big Tree Entertainment Pvt Ltd
11.2016 - 06.2021
Team Lead - Customer Service
S- India Info Solutions Pvt Ltd
08.2009 - 09.2016
Anna University, ACET College
B.E.EEE from Electrical And Electronics Engineering
4 2012
Css Matric Hr Sec School
12th STD
4 2008
Seventh Day Matric Hr.sec. School
10th STD
4 2006
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