Ramesh Babu

I am adept at handling multiple tasks on a daily basis competently and at working under pressure.

Uncle Delivery Express Pvt Ltd, Lalamove

Customer Support Escalation Specialist, Social Media complaints.

 Working as Escalation Specialist & Process Trainer

 Auditing customer executive calls, chats & emails

 Preparing score card for the agents based on Quality scores

 Sharing real time feedbacks to the agents via emails

 Handled customer interactions, L1 and L2, Emails and social media process

 Ensured all new admission call activities are in accordance to set guidelines

 Identified and evaluated opportunities improving the process and customer experience

 Assisted the sales team for incoming requests for new services

 Analyzed customer needs and made arrangements adhering to company policies

 Handled escalated and upset calls, maintained and updated the outbound call reports

 Answered calls professionally providing complete information about logistics, and other transportation services cancels or obtain details about complaints

 Managed the driver onboarding process from start to finish, including initial screenings, training, and documentation

Lalamove

Senior Customer Support Executive, Key accounts order management assistant

 Answering customer quires and complaints via Calls, Chat & Emails

 Provided customer service and account management support services for Transportations

 Handled incoming questionsfrom the customers

 Managed to solve their complaints regarding overbooking and Transportation services

 Ensured timely follow up and optimized Transportation systems

 Provided feedback of the customers to the management for improving the services

 Resolved issues from guests reviews and took appropriate actions accordingly

 Supported the team with sufficient number of available vehicles during Peak season

 Answered calls professionally providing complete information about logistics, and other transportation services cancels or obtain details about complaints

 Managed the driver onboarding process from start to finish, including initial screenings, training, and documentation

My qualification B com