Zoho, salesforce, Freshdesk, Zendesk
Hi, I’m
SIMIYON V
Senior Manager - Global Customer Experience
Banglore
Summary
Results-driven Operations & Customer Experience Leader with 15+ years of expertise in international BPO/KPO operations , managing US, UK, Australia, and global customers . Proven track record in SLA management, quality assurance, CSAT, NPS, and customer retention , driving efficiency and cost reduction through data-driven decision-making. Skilled in team leadership, employee engagement, and performance optimization , with a strong focus on customer-centric strategies, omni-channel support, and compliance . Adept at leveraging automation, CRM systems, and workforce management to enhance operational excellence and exceed business goals.
Overview
15
years of professional experience
2
Languages
4
years of post-secondary education
Work History
Fev Tutor - Focus EdumaticsBanglore
Senior Manager - Global Customer Experience
09.2024 - 01.2025
Job overview
- Led and supervised a diverse team of 75+ FTEs in global customer support, ensuring operational excellence across international markets.
- Achieved a QA score of 96.7% (Dec 2024 – Jan 2025) by consolidating the Global Customer Support QA scorecard and implementing a mitigation plan to exceed the 90% benchmark.
- Designed and optimized feedback mechanisms and process mapping to eliminate unnecessary delays and reduce escalations.
- Implemented and developed operational standards, policies, and procedures to enhance efficiency and service quality.
- Defined roles and responsibilities across multiple levels, including Agents, Team Leads, Assistant Managers, and Managers, while creating success profiling and career pathways.
- Spearheaded process mapping and restructuring , optimizing workflows, developing playbooks, and improving organizational efficiency.
- Managed key customer metrics , revenue management, and performance tracking to drive customer success and business growth.
- Led cross-functional teams to achieve project milestones, enhance service delivery, and implement strategic initiatives.
- Spearheaded change management efforts to ensure smooth adoption of new systems and processes.
- Developed strategic plans based on business objectives, setting performance goals and providing ongoing feedback for continuous improvement.
Maersk Global Services India PVT LTDChennai
Team Manager - Service Delivery
04.2022 - 09.2024
Job overview
- Managed a team of 200+ FTEs , ensuring excellence in customer support, services, and customer experience across voice and non-voice processes.
- Integrated directly with clients to gather requirements, enhance service offerings, and drive customer-centric solutions.
- Monitored and optimized key metrics including CSAT, NPS, FCR, FRT, SLA adherence, quality, shrinkage, and KPIs to improve performance and retention.
- Implemented automation strategies , leveraging macros, process improvements, and workflow enhancements to increase efficiency and reduce AHT.
- Led SLA management by developing streamlined processes and ensuring adherence to operational standards.
- Developed and trained high-performing teams , recruiting top talent and fostering a culture of continuous learning and excellence.
- Consistently met and exceeded project deadlines , proactively identifying and addressing roadblocks.
- Established clear performance metrics , enabling transparent evaluation and continuous improvement.
- Managed budgets and resource allocation , ensuring cost optimization and productivity maximization.
- Provided ongoing coaching and feedback , improving employee performance, motivation, and overall work quality.
Veranda Learning Solutions Pvt LtdChennai
Manager - Customer Support (International)
01.2021 - 03.2022
Job overview
- Managed a team of 184 FTEs , with 8 Team Leads and 4 Assistant Managers (AMs) handling both Voice and Non-Voice processes.
- Led sales and support teams , overseeing forecasting for sales, SLA metrics, and first response time (FRT) to improve efficiency.
- Implemented and managed Zoho CRM & Ozontel Cloud Agent Support , including IVR configuration and automation strategies to streamline operations.
- Developed and enforced quality parameters for multiple processes, ensuring adherence to service excellence.
- Successfully launched three new verticals , expanding service capabilities and market reach.
- Spearheaded automation initiatives , leveraging AI-driven solutions such as chatbots and auto-responses to enhance customer experience.
- Resolved team conflicts , actively listening to concerns and implementing effective solutions to maintain a positive work environment.
- Cross-trained employees , increasing team flexibility and operational efficiency.
- Mentored junior team members , fostering career growth and building a pipeline of future leaders.
- Optimized workflows , identifying bottlenecks and implementing process improvements to enhance performance and reduce inefficiencies.
Big Tree Entertainment Pvt LtdChennai
Assistant Manager - Customer Experience
11.2016 - 01.2021
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)
- 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
- Handled Customer experience major metrics of FCR, FRT, SLA, AHT, shrinkage, Attrition, Capacity planing, Training, RNR, NPS, Retention, CSAT, TAT.
- Familiar with customer support process flow, international clients support, Client management, people managements.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Scheduled staff shifts to ensure proper coverage during peak hours without exceeding labor budgets.
- Implemented staff training programs to elevate service standards and knowledge.
- Conducted performance evaluations and provided constructive feedback to employees.
S- India Info Solutions Pvt LtdChennai
Assistant Manager - Customer Service
08.2009 - 08.2016
Job overview
- Customer Support Executive (Voice Support) (Appointment Fixing & Customer Grievances) (Claim Processing)
- 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)
- Supervised team of 75 employees and provided feedback on performance
- Achieved recognition from senior management for contribution to client 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
- 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 CollegeChennai
B.E.EEE from Electrical And Electronics Engineering
06.2008 - 04.2012
Skills
Operations & Process Management
Accomplishments
- Attended Leadership Workshop.
- Introduced Chat bot for reducing the customer traffic and self service portal for immediate action which reduced 38% of customer traffic.
- Implemented Power Automation tool for reducing handling time for manual tasks
- Conducted AHT analysis which made me achieve efficiency of 13 FTE H1 2024.
- Handled Automation project in which achieved efficiency of 10FTE in 2023.
- Created BCP across teams and Other locations which helped during work disruptions and volume spike
Software
Timeline
Senior Manager - Global Customer Experience
Fev Tutor - Focus Edumatics
09.2024 - 01.2025
Team Manager - Service Delivery
Maersk Global Services India PVT LTD
04.2022 - 09.2024
Manager - Customer Support (International)
Veranda Learning Solutions Pvt Ltd
01.2021 - 03.2022
Assistant Manager - Customer Experience
Big Tree Entertainment Pvt Ltd
11.2016 - 01.2021
Assistant Manager - Customer Service
S- India Info Solutions Pvt Ltd
08.2009 - 08.2016
Anna University, ACET College
B.E.EEE from Electrical And Electronics Engineering
06.2008 - 04.2012
Languages
English
Advanced (C1)
Tamil
Advanced (C1)
Computer skills
Outlook
MS office suite
C, C++
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