SURENDER KUMAR
Mansarovar
Summary
Results-driven Support Team Leader with expertise in team leadership, performance monitoring, and escalation management. Proven success in process improvement and customer support, enhancing service delivery and team efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Support Team Leader
SARVAGA TECHNOLOGIES LLP
GURUGRAM
09.2021 - Current
- Led support team to address customer inquiries and provide solutions.
- Coordinated training sessions for new team members to enhance skills.
- Monitored team performance and provided feedback for improvement.
- Implemented best practices to streamline support workflows efficiently.
- Assisted in resolving escalated customer issues promptly and effectively.
- Collaborated with other departments to enhance service delivery quality.
- Facilitated regular team meetings to discuss challenges and share updates.
- Create reports on team performance metrics, such as response times and the number of resolved cases per day, week, and month.
- Analyze customer data to identify trends in support requests and develop strategies for addressing them proactively.
- Maintained up-to-date knowledge of products, services, policies, procedures, and regulations.
- Identify opportunities for process improvements within the team's operations and recommend solutions accordingly.
- Assign tasks to staff according to workloads, monitor progress, provide feedback, and recognize achievements.
- Act as a point of contact between the support team and senior management regarding any operational issues or concerns.
- Handle escalated complaints from customers in a professional manner, working towards satisfactory resolutions.
- Maintained positive working relationships with fellow staff and management.
Assistant Customer Care Manager
Teleperformance India
JAIPUR
03.2021 - 08.2021
- To ensure operations are run effectively and efficiently to meet the Service Level Agreement, and targets.
- Responsible for staff development, staff planning to meet service requirements, and involvement in the recruitment process as necessary.
- Responsible for maintaining discipline and managing absenteeism of the assigned team on the floor.
- To manage the attrition and shrinkage at the process level.
- Accountability for Performance, Client Management, and People Management.
- Taking initiatives to streamline processes and focus areas.
- To provide feedback updates to management regarding the performance of the process and improvement areas.
- To provide regular performance feedback, and give frequent formal and informal coaching sessions for better productivity.
- To prepare analytical insights based on the monitoring data, and make decisions.
- To prepare for and attend all business, client reviews, and work on the action plans to improve business performance.
- To coordinate with all stakeholders and higher management to ensure the process runs effectively and efficiently.
- To ensure that Quality CSAT Resolution scores meet the defined norms.
- To resolve issues about process knowledge with clients.
- To maintain regular correspondence with the clients, to clarify process updates, and to disseminate them to Operations.
- To understand the root cause and prepare an analysis to enhance performance.
Assistant Manager Customer Care
Teleperformance India
05.2021 - 02.2021
- To maintain Strong managerial, organizational prioritization and leadership skills.
- To display positive energy service oriented attitude towards all teammates.
- To keep strong eye for detail and a thorough understanding of client expectations.
- To guide individuals towards goal achievement using negotiation.
- Teamwork collaboration, motivation and staff development skills.
- Planning, assigning and directing work performance for appraisal & grievance handling.
- To motivate and inspire new and existing Teammates for achieving their goals.
Customer Relationship Manager
Destingo Travels
06.2015 - 03.2018
- Design, arrange and sell tours and group packages both Inbound and Outbound.
- Confer with clients to determine destination, mode of transportation, appropriate travel dates, financial considerations, and accommodations required for international travel.
- Provide client with area-specific travel information such as geographic features, local customs, special events, and points of interest.
- Impart international travel information to client, such as passport, visa, customs regulations and currency exchange rates.
- Prepare tentative plans and suitable alternatives, answer client objections, and close sale by obtaining client approval.
- Meeting Walk-In clients.
- Providing Ticketing Services.
- Working on Online Portals and booking hotels, Transfers, Sightseeing, etc.
Business Development Officer
My Incredible India Tours (A Unit SEVA CSPL)
08.2014 - 03.2015
- Design, arrange and sell tours packages both Inbound and Outbound.
- Group Handling.
- Designing itineraries and booking arrangement as per client requirement.
- Working on Online Portals and booking hotels, Transfers, Sightseeing, etc.
- Face to face customer handling.
- Client visits on demand.
- Negotiation with the vendors.
- Visiting promotional events for query generation.
- Successfully handled 3 Student Groups form Edttera Tours for Jaipur, Ajmer and Kota as Tour Escort.
Education
Major Destinations of the World, Major Destinations of India, Airlines ticketing, Hotel Management, Computer applications in tourism Industry
Kurukshetra University
Kurukshetra, Haryana01.2014
BACHELOR DEGREE - BBA
Stani Memorial College
Jaipur01.2012
Senior Secondary Class XII -
Kendriya vidyalaya No. 1
Jaipur01.2008
Higher Secondary Class X -
Kendriya vidyalaya No 5
Jaipur01.2006
Skills
- Managing client accounts
- Customer service
- Debugging
- Mobile device support
- Ticket management
- Customer support
- Team leadership
- Performance monitoring
- Escalation management
- Data analysis
- Process improvement
- Time management
- Remote support
- Technical solution analysis
Accomplishments
- Represented K.V. No. 1 Jaipur in the regional meet in basketball
- Represented K.V. No. 1 in Shri Ranvir Singh Memorial Basketball Tournament
- I have been awarded the Best Employee of the Month at Sarvaga Technologies LLP
References
Available on request.
Languages
- Hindi
- English
Personal Information
- Father's Name: Mr. Ram Narayan Kumhar
- Date of Birth: 03/12/90
- Nationality: Indian
- Marital Status: Married
Languages
Hindi
First Language
English
Proficient (C2)
C2
Certification
- White belt Lean-Six Sigma certified
References
References available upon request.
Timeline
Support Team Leader
SARVAGA TECHNOLOGIES LLP
09.2021 - Current
Assistant Manager Customer Care
Teleperformance India
05.2021 - 02.2021
Assistant Customer Care Manager
Teleperformance India
03.2021 - 08.2021
Customer Relationship Manager
Destingo Travels
06.2015 - 03.2018
Business Development Officer
My Incredible India Tours (A Unit SEVA CSPL)
08.2014 - 03.2015
Major Destinations of the World, Major Destinations of India, Airlines ticketing, Hotel Management, Computer applications in tourism Industry
Kurukshetra University
BACHELOR DEGREE - BBA
Stani Memorial College
Senior Secondary Class XII -
Kendriya vidyalaya No. 1
Higher Secondary Class X -
Kendriya vidyalaya No 5
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