Vivek Pillai
Mumbai
Summary
Highly motivated and results-driven customer service professional with over 4 years of experience, including 1.7 years in a leadership role as a Team Leader.
Proven ability to manage and mentor customer service teams, develop effective service strategies, and resolve escalated issues, ensuring high levels of customer satisfaction.
Strong leadership, communication, and problem-solving skills, combined with a deep understanding of CRM systems and service workflows.
Adept at handling high-pressure situations, managing multiple tasks, and improving team performance to meet business goals.
Currently pursuing an MBA to further enhance leadership and business acumen.
Overview
7
7
years of professional experience
Work History
Customer Support Team Leader
LEADERSHIP BOULEVARD PRIVATE LIMITED
Mumbai
04.2023 - Current
- Managed, monitored and evaluated team members for meeting performance expectations.
- Resolved escalated customer inquiries in an efficient and timely manner.
- Assisted with the development of training materials for new customer service representatives.
- Organized and chaired weekly team gatherings to foster open communication about the department's achievements, obstacles, and upcoming prospects.
- Enhanced interdepartmental communication resulting in prompt resolution of customer issues.
- Identified areas of improvement for product quality and services provided through analysis of customer feedback data.
Customer Service Executive
LEADERSHIP BOULEVARD PRIVATE LIMITED
Mumbai
12.2021 - 03.2023
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Maintained accurate records of customer interactions, transactions and comments in the database system.
- Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.
- Collaborated with other departments to ensure customer satisfaction.
- Developed strong relationships with customers by providing knowledgeable advice on products and services.
Customer Support Representative
Tech Mahindra Business Services
Mumbai
05.2019 - 07.2021
- Closed sales by aligning products with customer needs and building trust, contributing to increased sales conversions and customer loyalty.
- Handled customer inquiries over calls and chats regarding network service provider plans, focusing on post-pay and contractual post-pay plans bundled with high-end smartphones.
- Assisted customers with various needs, including top-ups, purchasing new phones, selecting SIM options, upgrading from pre-pay to post-pay, and adding additional services to their plans.
- Conducted in-depth conversations to understand each customer's requirements, preferences, and budget, allowing me to offer tailored recommendations.
- Matched customers with the most suitable plans and devices, ensuring a personalized experience and maximizing customer satisfaction.
- Enhanced the customer experience by providing ongoing support and solutions that aligned with each customer's lifestyle and financial capabilities.
Customer Support Executive
Teleperformance
Mumbai
05.2017 - 05.2018
- Ensured compliance with company policies and procedures.
- Answered customer inquiries via email.
- Verified customer documents before updating them in the server.
Education
Certification - Certified Lean Six Sigma AI Yellow Belt
Sparen & Gewin Consulting
Mumbai06-2024
Bachelor of Management Studies (Marketing) -
Anandibhai Damodar Kale College
Kandivali11-2020
MBA - Productions And Operations
Amity University
Uttar PradeshSkills
Customer Service Management
Leadership & Team Development
Problem Solving & Conflict Resolution
Proficiency in CRM & MS Office
Time Management & Multitasking
Accomplishments
- Best Performer in Onboarding Activity
- Won Team of the Month award 3 times.
Timeline
Customer Support Team Leader
LEADERSHIP BOULEVARD PRIVATE LIMITED
04.2023 - Current
Customer Service Executive
LEADERSHIP BOULEVARD PRIVATE LIMITED
12.2021 - 03.2023
Customer Support Representative
Tech Mahindra Business Services
05.2019 - 07.2021
Customer Support Executive
Teleperformance
05.2017 - 05.2018
Certification - Certified Lean Six Sigma AI Yellow Belt
Sparen & Gewin Consulting
Bachelor of Management Studies (Marketing) -
Anandibhai Damodar Kale College
MBA - Productions And Operations
Amity University
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