Viji Rajan

To succeed in an environment of growth and excellence. Earn a job which provides job satisfaction for me and improvise on my skillset to help me achieve both organizational goal and personal goals. The strength lies in the execution of task with accuracy, patience, punctuality, sincerity and determination.

Senior Associate - MSI Services Private Limited - Bangalore, Karnataka, India

(2016-08 - 2024-12)

Maintaining and managing a team of 15 agents for inbound calls and emails for Home Depot, Menards, Lowe's, and Costco customer service centers involve a variety of leadership, organizational, and coaching responsibilities to ensure that the team is productive, efficient, and provides excellent service to customers.

• Provide Clear Direction: Set expectations for the team regarding performance, customer service standards, and company policies.
• Lead by Example: Demonstrate excellent customer service, professionalism, and communication skills in every interaction.
• Motivate the Team: Foster a positive, collaborative environment that keeps morale high, especially during peak call times.
• Offer Support: Be available to assist agents with challenging calls, escalate issues when necessary, and provide guidance for complex problems.
• Overview of Zendesk: Explain what Zendesk is and its role in MSI's customer support operations.
• Purpose for MSI: Discuss how Zendesk helps MSI support customers such as Home Depot, Menards, Lowe's, and Costco.
• Main features: Zendesk Interface Walkthrough, Email ticketing system, Customer Segmentation, Reporting & analytics
• Track KPIs: Monitor Key Performance Indicators (KPIs) such as call volume, average handle time (AHT), first-call resolution (FCR), and customer satisfaction ratings.
• Call & Email Audits: Regularly listen to recorded calls to assess the quality of customer interactions and ensure agents are adhering to the company's guidelines and providing high-quality service.
• Provide Feedback: Offer constructive feedback based on performance metrics and audit results. Recognize outstanding agents and address areas that need improvement.
• Resolve Internal Conflicts: Address any interpersonal issues or disagreements between agents to maintain a harmonious team environment.
• Assist with Escalations: Help agents navigate difficult customer situations by offering advice, suggesting solutions, or directly handling escalated calls.
• Ensure Compliance: Ensure that all agents adhere to company policies, customer service standards, and legal/regulatory guidelines.
• Monitor Call Quality: Use quality assurance tools to track and evaluate call performance, ensuring that agents provide consistent, high-quality service to customers.
• Ensure Customer Satisfaction: Ensure that customer issues are resolved effectively and efficiently, and ensure that agents handle customers with empathy, patience, and professionalism.
• Identify Trends: Track customer service trends or recurring issues that agents encounter across Home Depot, Menards, Lowe's, and Costco. Address common problems and inform the team accordingly.
• Team Meetings: Hold regular team meetings to discuss performance, share best practices, and provide updates on company or product changes.
• Recognition Spot Awards: Create spot programs to reward top performers and celebrate team achievements, fostering a competitive and supportive environment.
• Encourage Collaboration: Promote teamwork and knowledge-sharing among agents, which can help in solving complex customer inquiries and building a stronger team dynamic.
• Distribute Work Equally: Ensure that no agent is overwhelmed by an unmanageable call volume, while keeping track of overall call demand.
• Monitor Stress Levels: Recognize signs of burnout or fatigue in agents and address them by offering breaks, reassigning tasks, or adjusting shifts.
• Improve Processes: Identify inefficiencies within team operations or communication and implement strategies for streamlining processes, improving workflows, and increasing productivity.
• Utilize Technology: Ensure agents are using ZENDESK technology and ERP Software MAS 500. Offer guidance on how to use tools to improve their workflow and performance.
• Ensure Accurate Documentation: Encourage agents to document customer interactions thoroughly, ensuring that information is clear, accurate, and actionable.
• Planning, managing and supervising merchandise in Home Depot Timely shipment of Display boards and Display fixture prior to execution of projects.
• Timely resolving the merchandise issue requests from home depot merchandise supervisors
• Providing daily report on improvement of ongoing issues.
• Timely issuance of SO's received from customer Home Depot & coordination for shipments.
• Processing the SO's and follows up on the same with warehouse.
• On time completion of Open SO report and back-order report.
• To efficiently and accurately execute core procurement processes for team.
• To identify, recommend and implement operational efficiencies to drive continuous improvement in the execution of procurement processes.
• Perform root cause analysis to expedite the resolution of service issues.
• Streamlining master data, automating and standardizing processes, and reducing rework.
• Smoother workflow and better management reporting
• Enable management teams to make effective decisions and implement timely corrective actions.
• Enhance the effectiveness of end-to-end processes.
• Accruals management.
• Co-ordinate with the Logistics team and follow up.

BDE - II Global Business Information Pvt ltd - Bangalore, Karnataka, India

(2015-03 - 2016-08)

• Inviting International Clients to attend the shows which II global Organizes. Eg: Saudi Arabian Jewelry Show, Women Leaders in India & Saudi
• Tracking Payment receivable
• Coordinated in staffing requirements
• Closing Deals with Clients
• Sharing knowledge and expertise in a highly professional manner.
• Defined and documented specification requirements, established timeframes for completion of projects, and determined resources needed.
• Conducts sustained research and gathering of data and relevant information as needed to develop successful business.

Sr.CSR /Operational - Voxtide Solutions India Pvt Ltd - Bangalore, Karnataka, India

(2012-04 - 2014-06)

• Appointment Fixing for Heaters For all over CANADA worked Pro Ace Heating & Plumbing www.acecare.ca
• Effectively manage large amounts of Outgoing calls
• Generate sales leads
• Got an opportunity to travel to the US Head Quarters for training and exposure to the business cycle and replacement to a Business Unit Colleague for 4 months. Unfortunately, VISA got Rejected (2023).
• Transitioned the process from the US sales Team.
• Worked on process controls along with the Business units.

Sales Representative - Star Touch India Pvt Ltd - Bangalore, Karnataka, India

(2009-07 - 2011-04)

Worked For Global Tele links

• International Prepaid Calling Cards to USA & Canada Clients (sales)
• Convincing Power
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/team sales targets and call handling
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts.

2nd PUC