Yonden Lama
Customer Success - Lead
Bengaluru,KA
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.Hardworking Team Leader with 6 years of experience in Customer Support/Success environments. Knowledgeable in KPI analysis, implementation and corrective planning. Engaging and motivational supervisor skilled at training, coaching and developing high-performing employees.
Overview
4
4
Languages
5
5
years of post-secondary education
6
6
years of professional experience
Work History
Team Leader
MoneyTap now Freo
Bangalore, Karnataka
08.2018 - Current
- I have been handling a team of 10 members from 2 years here at MoneyTap.
- Need to assign the daily task to the team to reduce the ticket open numbers.
- Tracking the ongoing flow of tickets and analyzing the recent trends in customer queries.
- Building process or setting up SOP for new onboarded banking partners.
- Highly involved in developing team performance and career goals
- Resolving irritated and escalated cases. The sensitive and urgent priorities were the are of expertise.
- Recognized for setting up and handling Consumer Finance CS process.
- Analyzing the teams performance and sharing regular update on their performance.
Customer Support Associate
ZenPower LLP
Bangalore, Karnataka
07.2017 - 08.2018
- Handling Customer tickets, it was related to gaming process and the purchases made by the customer.
- Addressing teams query to resolve their issues on process related doubts.
- Worked with more than 90% quality rate
Associate
FirstSource Pvt Ltd
Bangalore, Karnataka
03.2016 - 06.2017
- Handling telephone number porting queries from client over the Salesforce.
- Was a part of escalation team within 3 months of joining the organization.
- Was involved in sharing daily report to my reporting TL.
Associate
Indigo
Chennai, Tamil Nadu
03.2015 - 09.2015
- Was a part of inbound team and was responsible for handling customer queries or requests over the phone support.
Education
B.E. - Electrical And Electronics Engineering
Anna University
Chennai 05.2011 - 05.2015
High School Diploma -
Delhi Public School
Siliguri 04.2010 - 03.2011
Skills
Team Handling
Leadership
Quick Learner
Adaptable to Process change
Data Analysis
Ownership
Accountability
Team Work
Problem Identification and Solving
Performance improvement
Complaint resolution
Client Service
Key performance indicators
Account management
Staff education and training
Technical Support
Employee Evaluation
Daily workflow improvement
Knowledgeable in [System]
Safety processes and procedures
Self-motivated professional
MS Office
Good listening skills
Training & Development
Customer service
Flexible & Adaptable
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Team Leader
MoneyTap now Freo
08.2018 - Current
Customer Support Associate
ZenPower LLP
07.2017 - 08.2018
Associate
FirstSource Pvt Ltd
03.2016 - 06.2017
Associate
Indigo
03.2015 - 09.2015
B.E. - Electrical And Electronics Engineering
Anna University
05.2011 - 05.2015
High School Diploma -
Delhi Public School
04.2010 - 03.2011