Asst. Manager - Customer Support
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An articulate, focused and capable professional who is capable of developing procedures to maintain service standards for process excellence and exceeding organizational and client expectations.
Asst. Manager - Customer Support - PieFlowTech - Mumbai, Maharashtra
(2024-11)
Responsible for overseeing and managing customer support operations, ensuring prompt and effective resolution of client issues. Leads a team of support executives to deliver exceptional service, maintain customer satisfaction and meet performance targets. Collaborates with cross-functional teams to address technical concerns and improve service processes.
Analyzes support metrics, prepares reports and identifies areas for enhancement to optimize the customer experience. Provides training and mentorship to team members, ensuring adherence to company policies and best practices.
Support Executive - Vridhee Innovations Pvt. Ltd - Noida, U.P.
(2022-08 - 2024-11)
Managed a team of customer support representatives, ensuring a positive and efficient working environment to deliver high-quality service. Handled customer complaints escalated for resolution, while developing and implementing policies and procedures to streamline operations. Planned and conducted training programs to standardize service delivery and maintain excellence.
Oversaw recruitment and onboarding of new team members, while monitoring individual and team performance to drive continuous improvement.
Admin (COE Department) - Presidency University - Bengaluru, Karnataka
(2021-12 - 2022-05)
Managed data upload and verification for the National Academic Depository, including publishing academic certificates and record corrections. Coordinated with schools and administration for exams, maintaining confidentiality of academic records. Oversaw physical and digital records of results, transcripts and answer books while ensuring accuracy. Supported transcript issuance, result tabulation and preparation of examination materials, contributing to streamlined academic processes.
Admin - De Paul International Residential School - Mysore, Karnataka
(2019-04 - 2021-10)
Monitored and reported on IT support service requirements, ensuring efficient and effective operations. Managed staff activities, performance and development within the service. Verified and updated student admission data, staff records, holiday lists and other details in ERP systems.
Oversaw daily student attendance, examination processes and report generation for review. Addressed parent queries related to ERP access and ensured data accuracy through periodic checks. Designed flexible fee structures for various grades and payment plans.
Managed service requests, user accounts and groups in Microsoft Teams. Maintained website and social media updates to ensure timely communication.
Support Co-ordinator - Yes Creative - Bengaluru, Karnataka
(2017-07 - 2019-03)
Responsible for assigning cases to the appropriate teams within the organization, ensuring timely and effective resolution of customer issues. Worked closely with team managers to identify the best resources for handling escalated cases and providing accurate solutions. Maintained clear communication with clients, addressing their concerns and updating them on timelines for further developments.
Took an active role in identifying process improvements to enhance the quality of service provided to top-level clients, contributing to increased customer satisfaction and streamlined operations.
System Analyst - St. Francis Xavier Girls High School - Bengaluru, Karnataka
(2014-06 - 2017-06)
Assisted vendors in developing dashboards to provide a comprehensive status of online application forms and created dashboards for higher authorities to streamline online admission activities. Managed admission forms, generated merit lists based on management criteria and confirmed candidate admissions via email. Oversaw software installation, upgrades and requirement collection for fees management, report cards and inventory systems.
Interacted with internal clients and external vendors to monitor and fine-tune products. Handled quotations for hardware and software requirements, securing contracts with the lowest bids. Collaborated with the internal website team to perform routine maintenance and ensure website content remained current.
Service Co-ordinator - Pearson Education Services Pvt. Ltd - Bengaluru, Karnataka
(2011-06 - 2013-01)
Managed and maintained the digital classroom solutions, ensuring hardware and software functioned properly at all times. Reported and resolved issues promptly by coordinating with higher officials. Assisted clients in effectively utilizing the solutions in classrooms, addressing queries to enhance the teaching and learning process. Regularly updated antivirus software and monitored server usage reports to maintain accurate records and ensure system security.
M.B.A (H.R) - Human Resources - Indira Gandhi National Open University
Bachelor of Engineering - Engineering - K.N.S Institute of Technology
Pre-University - St Annes Pre-University College
SSLC - St. Charles High School
