Solomon Raj
Hyderabad
Summary
Dynamic leader with a proven track record at Tata consultancy services and Tech Mahindra, enhancing customer satisfaction and team performance through effective communication and problem-solving. Excelled in people management and data analysis, driving quality improvement and operational excellence. Achieved significant customer service success rates, demonstrating exceptional team leadership and collaboration skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Leader
Tata Consultancy Services
10.2022 - 06.2024
- Day-to-Day operations works(preparing reports, managing the queue, staffing issue and preparing team schedules.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Create and update weekly and monthly productivity reports displaying team performance and discuss in weekly and monthly review meetings.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Initiate and drive process improvements
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Provide individual coaching feedback sessions and conduct one on one sessions on performance.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
Team Leader
Tech Mahindra
03.2020 - 10.2022
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Generated reports detailing findings and recommendations.
- Maintained database systems to track and analyze operational data.
- Evaluated customer needs and feedback to drive product and service improvements.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Quality Analyst
Tech Mahindra
09.2019 - 03.2020
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
Senior Associate
Tech Mahindra
03.2017 - 09.2019
- Increased customer service success rates by quickly resolving issues.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Increased customer satisfaction with thorough product demonstrations and personalized advice.
Customer Service Representative
ICICI BANK LIMITED
07.2014 - 10.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor Of Commerce - Bcom Computers
Gauthami Degree College
Hyderabad04.2013
CEC -
MNR Junior College
Hyderabad04.2010
ARMH SCHOOL
Hyderabad2008
Skills
- Teamwork and collaboration
- Problem-solving
- Microsoft Excel
- Power point
- People management
- Work Planning and Prioritization
- Coaching and mentoring
- Documentation and reporting
- Performance improvement
- Quality improvement
- Leading team meetings
- Team building
- Client support
- Performance evaluations
- Key performance indicators
- Audit reporting
- Data analysis
- Effective communication
- Team leadership
Certification
Power BI, Microsoft excel certification
Timeline
Team Leader
Tata Consultancy Services
10.2022 - 06.2024
Team Leader
Tech Mahindra
03.2020 - 10.2022
Quality Analyst
Tech Mahindra
09.2019 - 03.2020
Senior Associate
Tech Mahindra
03.2017 - 09.2019
Customer Service Representative
ICICI BANK LIMITED
07.2014 - 10.2016
Bachelor Of Commerce - Bcom Computers
Gauthami Degree College
CEC -
MNR Junior College
ARMH SCHOOL
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