Uday Sankar C

• Managed a team of 30 employees
• Key responsibilities include Customer Satisfaction through FCR (Live calling) -
• Customer reachability was improved from 10% to 44% which helped us resolve the issues within 24 hours
• Liaise with the tech
• Teams for automation - Certain type of tickets were processed and closed without human intervention
• Based on the inputs received from the team, implemented proactive measures which helped to reduce customer complaints/ Negative Feedback by 15%
• Trained, oversaw, and mentored new team members to strengthen performance and job expertise.

• Mentored team members to enhance professional development and accountability in workplace.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
• Made hiring recommendations to increase company's productivity and profitability with quality workers.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.

• Managed a team of 20 plus people for a live project (24 hours TAT)

• Acted as a single point of contact with the client

• Was proactive in reaching out to the client when required

• Handled client queries and escalations

• During the interaction with the client, spotted the opportunities to perform ad hoc tasks

• Built strong relationships with customers through positive attitude and attentive response.

• Conducted weekly reviews with the team

• Mentored the team to develop their skills

• Worked closely with the tech. teams to implement automation. This led to an increase of the margins by 17%

• Oversaw managing production, quality, and workload allocation
• Conducted internal audits and shared feedback with the respective employees
• Managed a team which changed in size based on project requirement
• Worked on projects for European clientele

• Was tasked with maintaining and appending existing client data

• Had to make calls to publishers online and offline to confirm their advertisement pricing details

• Maintained an excellent rapport with the editors

• Handled queries of the web portal subscribers

• Managing the customer accounts and subscriptions

• Conducted Customer Experience Survey to improve the services

• Managed to upsell/ renew the existing package to the customers

• Handling mortgage claims up to £250,000 for applicants from the United Kingdom
• Was floor support for newcomers to the project
• Tasked with coordinating with the land surveyor and checking the applicant’s credit history

• CS - Technical Support, Tasked with handling dell laptop backend support
• Tasked with handling Symantec customer support
• Handled upselling of warranty plans and software addons