Customer Service team lead, Customer Service Manager
ASLooking for a job
Adithyaa Swaminathan
@adithyaaswaminathan
Experienced customer service professional with a focus on operational efficiency.
IndiaWhat I'm looking for
Experienced and results-driven customer service professional with an overall experience of 10 years, including 3 years as a Team lead. My strong analytical and problem-solving skills have enabled me to deliver exceptional service while continuously improving operational efficiency. I am currently enhancing my skill set by pursuing business analytics, focusing on tools such as Power BI, SQL, Tableau, and Python, to strengthen my data analysis and decision-making capabilities in customer service management.
Throughout my career, I have consistently delivered actionable insights through data auditing and compliance, optimizing customer experiences, and ensuring adherence to quality standards. My commitment to excellence and ability to leverage data for informed decision-making have been key to my success in enhancing operational efficiency and customer satisfaction.
Experience
Work history, roles, and key accomplishments
GS
Current
Team Lead (Customer Service)
Groupon Shared Services
Oct 2021 - Apr 2024 (2 years 6 months)
Led a team of customer service representatives, achieving a 20% improvement in customer satisfaction and a 15% boost in productivity. Managed escalated cases with a 95% resolution rate and conducted performance assessments to ensure accountability and progress.
GS
Quality Analyst
Groupon Shared Services
Mar 2016 - Oct 2021 (5 years 7 months)
Conducted data audits and ensured compliance with COPC standards, leading to a 15% improvement in customer experiences. Provided actionable insights that reduced repeat customer issues by 20% and improved first-call resolution rates by 10%.
AC
Process Associate
Amazon Development Centre
Nov 2010 - Apr 2014 (3 years 5 months)
Monitored competitors and led training sessions for new hires, reducing ramp-up time by 20%. Conducted operational audits that improved process accuracy by 12% and facilitated CAPA sessions to reduce recurring errors.
Education
Degrees, certifications, and relevant coursework
IMIndian Institute of Technology Madras
Master's in Business Analytics and Digital Marketing, Business Analytics
2024 - 2024
Pursuing a Master's in Business Analytics and Digital Marketing, focusing on data analysis and decision-making capabilities in business contexts.
BUBharathidasan University
Bachelor of Commerce, Commerce
2007 - 2010
Completed a Bachelor of Commerce, gaining foundational knowledge in commerce, finance, and business management.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
IndiaAuthorized to work in
Job categories
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