Iswariya Murali
@iswariyamurali
I lead customer care teams, improve client satisfaction, and build training programs that strengthen service performance.
IndiaWhat I'm looking for
At Excella Business, supporting The Law Offices of SRIS, P.C., I progressed from Customer Care Executive to Team Manager, leading high-volume U.S. legal intake operations. I introduced a feedback system that reduced client follow-ups by 20% and improved CSAT scores while coaching teams through weekly one-to-ones and daily huddles.
Previously at KG Information Systems, I advanced through four promotions to Process Trainer, trained more than 100 associates, and designed onboarding that reduced training time by 30%. I bring hands-on experience in customer retention, escalation management, KPI reporting, CRM tools, and people development.
Experience
Work history, roles, and key accomplishments
Customer Care Executive
Excella Business Pvt Ltd
May 2023 - Present (3 years 4 months)
Managed high-volume client service team handling U.S. legal intakes, ensuring empathy-driven communication and compliance. Designed and implemented a feedback system that reduced client follow-ups by 20% and improved CSAT scores.
Education
Degrees, certifications, and relevant coursework
Bharathiar University
Bachelor of Arts, English Literature
2019 - 2021
Pursued a Bachelor of Arts in English Literature, developing strong analytical and communication skills.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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