Customer Support Team Leader at Blitzscale
6 Years of Experience
Bengaluru, Karnataka, India
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Not Available
Experienced professional with 6+ years of experience in customer support, B2B and B2C sales included 3+ years as a team leader having complete knowledge of multiple KPI metrices. Experienced and flexible to work on any relevant designation in a 24/7 shift environment. Provided direct supervision of a team of 20+ representatives and ability to enhance team performance to maximize customer satisfaction by strategically managing calls, chats and emails and implementing process improvements. Successful at training and mentoring a team of representatives to promote culture of collaboration and continuous improvement. Professionally experienced in working on different tools like Zendesk, Freshdesk, Knowlarity, Exotel to manage the inflow of emails, chats tickets and calls.
24-7 Intouch, SaaS/Cloud Product, Mobile Games
WMall (BlitzScale Tech)
Secondpay Fintech Pvt. Ltd.
24-7 Intouch, WMall (BlitzScale Tech), Secondpay Fintech Pvt. Ltd., Shadowfax
Job Title : Senior Consultant Customer Support
Company name : 24-7 Intouch
Period : March 2022 - Present
Location : India
Job Title : Customer Support Team Lead
Company name : WMall (BlitzScale Tech)
Period : January 2020 - February 2022
Location : Bengaluru, Karnataka, India
Job Title : Team Leader Loan Collection
Company name : Secondpay Fintech Pvt. Ltd.
Period : February 2018 - December 2019
Summary : Monitored and evaluated multiple KPI metrices such as First Contact Resolution(FCR), Customer
Satisfaction(C-SAT), Average Handing Time(AHT), Turn Around Time(TAT), Average Speed Of Answer(ASA),
Hold Time and After Call Work(ACW) to prepare the Quality Score of the representatives.
Hiring and training new representatives based on the Attrition and Shrinkage.
Provided coaching on recent updates related to product and services as per requirement, and two-way
feedback to motivate a high performance and productivity.
Analyzed all areas of opportunity to develop, document, and implement employee action plans for
performance.
Prepared and provided the Quality Report to project manager.
Received and resolved escalation level calls from representatives and clients.
Experienced in working on Freshdesk and Exotel for handling and managing calls.
Location : Bengaluru, Karnataka, India
Job Title : Technical Support Specialist
Company name : Shadowfax
Period : July 2016 - November 2017
Summary : Answering inbound and outbound calls.
Take ownership of customer issues.
Troubleshoot problems and see them through to resolution.
Escalate unresolved issues to the appropriate internal teams.
Collect prompt and accurate feedback from customers.
Experienced in working on Knowlarity
Location : Bengaluru, Karnataka, India
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