Lokesh Kumar Hariharan

As a Team Leader:

• Managing customer Service Chat support efficiently. This includes setting clear goals and objectives, providing direction, and creating a positive work environment that promotes team collaboration and engagement.

• Enauring the team meets or exceeds customer satisfaction goals, measures customer satisfaction levels regularly, and implements improvement measures to enhance customer experience.

• Setting clear performance expectations for each team member, track performance, provide feedback and coaching, and implement performance improvement plans when necessary.

• To optimize customer service delivery I was responsible to identify operational inefficiencies and implement process improvements. This includes streamlining processes, automating tasks, and developing training programs to improve employee productivity.

• I was responsible to develop and train team members also identifying skill gaps, provide relevant training opportunities.

• I am responsible for generating regular reports on customer satisfaction, team performance, and other key metrics and to analyse and improve customer service delivery.

• I have always created open and transparent communication channels between team members, departments, and management. Ensuring that all stakeholders are aware of customer needs, team goals, and operational requirements.

• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Developed and maintained quality assurance procedure documentation.
• Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
• Created and revised procedures, checklists and job aids to reduce errors.
• Developed training materials, SOPs and work instructions to supplement new team member onboarding.
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Monitored KPIs to proactively address bottlenecks and quality issues.

• Well versed with Retail Banking, Application Support, Credit Card Application, Complaints, Account Switching process.
• Assisting customers with their banking needs, such as opening accounts, managing transactions, and resolving issues related to their accounts
• Responding to customer inquiries via web chat and secure messaging
• Troubleshooting issues
• Identifying trends
• Maintaining customer records
• On the Job Training: Acted as a SME for the new joiners and trained almost 30+ agents.

• Provided sellers with accurate information concerning platform policies for sales, database issues and listing inaccuracies
• Worked extensively with other departments, utilizing resources to provide seller support.
• Answered questions regarding seller inventory, shipping, payments and buyer complaints.
• Provided seller support on refunds, posted feedback and policy changes.