VISHNU RAVEENDRAN PILLAI
Chennai
Summary
Dynamic Team Lead with extensive experience at Foundever CRM, excelling in CRM systems and project management. Proven track record in enhancing team performance through effective coaching and mentoring. Skilled in troubleshooting complex technical issues, fostering a collaborative environment, and ensuring high customer satisfaction while meeting SLAs.
Overview
9
9
years of professional experience
Work History
Team Lead - Technical Support
Foundever CRM (Sitel)
Chennai
05.2021 - Current
- Company Overview: A company providing customer relationship management services.
- Lead a team of 20+ customer support agents, overseeing day-to-day operations, and ensuring SLAs and KPIs are met.
- Mentoring the Technical Support Team, performing scheduled staff reviews, and communicating and adhering to new procedures, policies, and goals.
- Monitoring queues, assisting with daily goals, and conducting quality control to reduce errors, to improve procedures.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Tech Support
Foundever CRM India
Chennai
04.2018 - Current
- Company Overview: A global leader in customer service, technical support, and consulting.
- Serve as the first point of contact (via phone or chat) for customers experiencing technical issues.
- Provide basic troubleshooting for hardware, software, network, or application-related issues.
- Document and track all user interactions using a ticketing system.
- Ensure Service Level Agreement compliance, and maintain customer satisfaction.
Technical Support
Sutherland Global Service
Chennai
09.2016 - 12.2017
- Provided expert troubleshooting and resolution for hardware, software, and network issues.
- Served as a key resource in addressing critical technical challenges across global operations.
Education
B.Tech -
SHM College
Kollam, Kerala01.2015
H.S.C -
Nair Samajam H.S School
Mavelikara, Kerala01.2011
S.S.C -
Crossland Public School
Mavelikara, Kerala01.2009
Skills
- CRM and ticketing systems
- Networking protocols
- Database management
- SQL and DNS
- TCP and DHCP
- Project management
Languages
English - Proficient, Hindi - Advanced, Malayalam - Native, Tamil - Proficient
Accomplishments
Team Performance Enhancement - Successfully led a significant enhancement of overall team performance through coaching and skill development
STRENGTHS
Quality Control - Expertise in quality control and performance monitoring to improve support processes
Timeline
Team Lead - Technical Support
Foundever CRM (Sitel)
05.2021 - Current
Tech Support
Foundever CRM India
04.2018 - Current
Technical Support
Sutherland Global Service
09.2016 - 12.2017
B.Tech -
SHM College
H.S.C -
Nair Samajam H.S School
S.S.C -
Crossland Public School
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