Summary
Work History
Education
Skills
Timeline
Generic

Tharun Symonds KR

Bangalore

Summary

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. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Work History

Assistant Manager CS

Lakshmi Engineering Industries
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Trained new personnel regarding company operations, policies and services.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
  • Reduced average handle time through effective communication training and improved knowledge of products/services offered.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Conducted regular staff meetings to discuss customer service issues and potential solutions.
  • Trained staff on operating procedures and company services.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.

Process Trainer

Shopee
  • Been a subject-matter expert in Shopee Features, SOPs, systems and tools and all changes related to customer service
  • Design and develop learning materials and determine appropriate and varied instructional methods to ensure understanding of materials by all types of adult learners
  • Train/educate and advise contact center agents, leads and QAs on Shopee
  • Features, SOPs, tools, and relevant service soft skills
  • Create safe and engaging training experiences that ensure agents receive practical and effective training
  • Recommend corrective actions for individual team members and procedural improvements for all customer service team
  • Coordinate and evaluate training conducted by support staff members to ensure consistency, accuracy and thoroughness
  • Keep track on training progress and provide reports for stakeholders
  • Assist in the development and application of performance tests to measure agent's progress and to evaluate training effectiveness
  • Provide excellent customer service and maintain high standards for all work performed, working on complex requests and high volumes under tight deadlines
  • Implemented new training courses after assessing corporate data and identifying employee weaknesses.
  • Tracked attendance and evaluated progress for assigned trainees.

Tier 1 Product Support Technician

PGi (PGS PREMIERE CONFERENCING PRIVATE LIMITED)
  • Team Management, Decision Making, Planning and Organizing
  • Organize team initiatives
  • Identify team goals and evaluate team progress
  • Develop team strengths and improve weaknesses
  • Quality Audits on Incident Tickets, Emails and Calls
  • Monitoring inbound and outbound calls of India clients and agent while troubleshooting the reported issues, and providing the feedback to the agents
  • Evaluating emails and chats of India agents assisting International global clients and providing the feedback to agents accordingly
  • Effective implementation of the process “Service Desk and Incident
  • Management” and carry out the respective reporting procedure
  • Creation of Incidents and Service Requests
  • Tracking of Incident from
  • Opening to Closure, with timely communication to business
  • Monitoring the queue to avoid SLA breach
  • Providing exceptional service to our global customers via Email, Chats
  • International calls and online troubleshooting
  • Managing huge global participant conference calls as Lead operator
  • Multitasking in a quality time to provide customers with the service agreed
  • Managing International clients and creating new accounts conference profile, troubleshooting over phone towards customer resolution and satisfaction
  • Proficient in using the Salesforce, Power BI, and Zen desk tools for all our daily interactions
  • Creating trouble tickets in the Salesforce Lightning portal and submitting them for the next level of investigation
  • Recording and editing the entire conference to provide the clients with audio files
  • Getting the recorded files transcribed and sending the transcribed format of the conferences to the client
  • Billing the clients for the necessary services
  • Tools used for Quality Check – Verint Software.

Senior Customer Service Client Specialist

ConferenceCall Service India Pvt LTD
  • Monitoring Domestic inbound and outbound calls of Indian clients
  • We basically deal with maintaining accounts i.e
  • Creating, editing and terminating profiles (profiles – owners, accounts, company database), in subdivisions we have divided the accounts in respect of their market and various other factors such as Retail, C3, CSP and Wholesale companies where we act as 3rd party and provide conferencing services
  • On daily basis we use various applications such as Salesforce, Metracare
  • Citrix ACE, OLR and ICRM and many others
  • All the communication/interaction with the customers or REP is through
  • SALESFORCE
  • We receive our work i.e
  • Request and queries from customers and sales REP through SALESFORCE, depending upon the customer, region, type of query and various other factors, the query/request comes into designated queue as a new case, there are various types of queue such as Retail, Wholesale, Billing
  • CSP, C3, QCD, terminations, New Company, Report Request and many other, the teams are designated with their own respected queues, I personally have worked on Retail, Billing and Wholesale queues
  • RETAIL/WHOLESALE/CSP - In detail Retail companies are large in number say 80% of the work we handle is on Retail queue most of the request involves in creating profiles also known as Sign Up’s where we create the profiles through Citrix ACE, the profile holds the Login Credentials of the owner products such as Res Plus
  • Operator Automated, Meeting Centre, Live meeting, Adobe and various other products
  • After completion of the necessary we reply to the customer/REP and close the case
  • Incase if the query comes into our queue but our team is not designated to work on the same we transfer the case to other queue, which in turn creates a new case in the right queue
  • In wholesale we deal with end to end i.e
  • Creating companies/accounts/owners under resellers, the basic deal with wholesale is we are providing the customer the service and products but under resellers name, the customer may contact us for various issues/requests but we perform the action under our resellers name, the billing also differs vastly when compared to retail/csp companies such as BW(Bill Wholesaler), RoBo – Rate on
  • Behalf of, BoBo – Bill on Behalf of, MA – Mater Agent, BaCoBo – Bill and Collect on
  • Behalf of
  • BILLING – Working in the billing queue has helped me gain vast amount of knowledge about InterCall products, services, rates, credits, overage fee, taxes, subscriptions and many others
  • There is a designated queue named InterCall
  • Customer Care Billing and Invoice failure, where the request form customer/REP comes in as a case in SALESFORCE, this queue particularly is handled by both
  • India and U.S team
  • METRACARE is a tool/application where we can check end to end regarding Invoices, rates etc

Voicemail Proofer

Focus India MT Pvt. Ltd
  • Responsibilities:
  • Converting voicemail to text message and/or email
  • 5-7x transcription ratio (transcription time/duration of message)
  • Message security and handling
  • Real-time transcription, SKILLS
  • Good working knowledge in word, excel, Power point, and advanced excel reports i.e., pivot table, goal seek, auto filters, V look up, splits & freeze panes which is used prepare to MIS reports.

Education

Bachelor of Computer Applications -

IME

P.U.C -

St. Joseph’s Pre-University College
Bangalore

S.S.L.C -

Gnana Bodhini High School

Skills

  • Course Planning
  • Computer Technology
  • Materials Organization
  • Remote Learning
  • Online-Based Education
  • Group and Individual Instruction
  • Managing Operations and Efficiency
  • Lead Generation
  • Team Leadership
  • Task Delegation
  • Project Planning
  • Staff Development

Timeline

Assistant Manager CS

Lakshmi Engineering Industries

Process Trainer

Shopee

Tier 1 Product Support Technician

PGi (PGS PREMIERE CONFERENCING PRIVATE LIMITED)

Senior Customer Service Client Specialist

ConferenceCall Service India Pvt LTD

Voicemail Proofer

Focus India MT Pvt. Ltd

Bachelor of Computer Applications -

IME

P.U.C -

St. Joseph’s Pre-University College

S.S.L.C -

Gnana Bodhini High School

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Tharun Symonds KR