Yashaswi Ramesh
Mangalore,India
Summary
Talented Sr Customer support manager with expert team leadership, planning and organizational skills. Equips employees to independently handle issues and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
13
13
years of professional experience
1
1
Certification
Work history
SR CUSTOMER SUPPORT MANAGER
INVENGER TECHNOLOGIES PVT LTD
Mangalore, Karnataka
2022.08 - Current
- Developed strong teams by skilfully recruiting, orienting and training loyal, hard-working employees.
- Planned and managed resources and budget to support and deliver objectives.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
- Upskilled staff through targeted training opportunities, enhancing team capabilities.
- Resolved conflicts by acting as mediator and rule enforcer as appropriate.
- Supported team's transition to more flexible working environment for better employee satisfaction.
- Introduced new opportunities for team building and communication, resulting in better team performance.
CUSTOMER SUPPORT MANAGER
INVENGER TECHNOLOGIES PVT LTD
Mangalore, India
2020.08 - 2022.08
- Identified skills gaps and arranged relevant training to upskill clerical team.
SENIOR CUSTOMER SERVICE EXECUTIVE
INVENGER TECHNOLOGIES PVT LTD
Mangalore, India
2018.06 - 2020.08
- Fielded diverse questions and queries using exceptional product knowledge, achieving positive customer outcomes.
- Managed quality of calls, using call monitoring software to determine areas of improvement.
PROCESS ASSOSIATE, SKYWAY TRAVEL SERVICES
2013.01 - 2018.05
CSR/ TRAINER
ITRONICS BPO PVT LTD
2012.01 - 2013.01
PROCESS ASSOCIATE
SYS TECHNOLOGIES PVT LTD
2011.01 - 2012.01
- Answered Telephone calls and Drafted Mail and maintained Interview schedule
- Provided front desk support and other assistance if required
- Responsible for preparing reports and entering data into Excel
- Monitor Incoming emails, and answer or forward as required
- Update and maintain databases such as mailing list, contact list and client information
- Arranged candidates for the interview and trained them as per clients need
- Handled calls and emails ( US shift ) - Resolving Digital payments related to the customers Insurance claims
- Segregating the task among the team for the smooth functioning of the process
Education
BCA - Computer science
Srinivas College of Management studies
Mangalore,India Skills
- Superior Administration
- Strong office management skills
- Excellent interpersonal, communicational and organizational skills
- Able to achieve targets in any hard situations
- Quick learner of updating systems and techniques
- Complaint Resolution
- Teambuilding & Training
- Patience & Empathy
- Ability to Keep Calm in Stressful Situations
- Training and development
- Customer service understanding
- Employee management
- Performance reporting
- JIRA
- Microsoft Office 365
- Microsoft Outlook
- Team management
Languages
English
Fluent
Certification
- Certified Project Management Professional
Timeline
SR CUSTOMER SUPPORT MANAGER
INVENGER TECHNOLOGIES PVT LTD
2022.08 - Current
CUSTOMER SUPPORT MANAGER
INVENGER TECHNOLOGIES PVT LTD
2020.08 - 2022.08
SENIOR CUSTOMER SERVICE EXECUTIVE
INVENGER TECHNOLOGIES PVT LTD
2018.06 - 2020.08
PROCESS ASSOSIATE, SKYWAY TRAVEL SERVICES
2013.01 - 2018.05
CSR/ TRAINER
ITRONICS BPO PVT LTD
2012.01 - 2013.01
PROCESS ASSOCIATE
SYS TECHNOLOGIES PVT LTD
2011.01 - 2012.01
BCA - Computer science
Srinivas College of Management studies