Open to opportunities

kathiravan kathir

@kathiravankathir

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Customer service leader driving FCR, team performance, and exceptional customer experiences.

India

Message

What I'm looking for

I seek a customer-focused role where I can lead teams, optimize FCR and processes, use CRM/data to improve service, and drive measurable customer satisfaction gains.

I am a customer service professional with 10 years of experience leading teams and delivering high-quality support across chat, phone, email, and social channels. I progressed from frontline chat advocate to operations support supervisor, consistently improving first-contact resolution and customer satisfaction.

My accomplishments include achieving a 95% FCR as a frontline advocate, managing complex escalations with a 98% SLA closure rate, reducing repeat inquiries by 20%, and driving a 15% increase in customer satisfaction through process improvements and training.

I build high-performing teams through coaching, clear processes, and cross-functional collaboration, and I am passionate about using data and CRM tools to optimize service delivery and elevate customer loyalty.

Experience

Work history, roles, and key accomplishments

Operations Support Supervisor

Citi Corp Services India Private Ltd

Mar 2018 - Mar 2024 (6 years)

Led frontline and escalation teams for banking chat support, achieving 95% first-contact resolution and driving a 15% increase in customer satisfaction while reducing repeat inquiries by 20%. Supervised and coached staff to improve team efficiency by 10% and ensure SLA compliance.

Customer Service Escalation Management Chat Support Root Cause Analysis SLA Management Team Leadership CRM Performance Coaching

Customer Service Executive

Tata Business Support Services

Jun 2015 - Mar 2018 (2 years 9 months)

Delivered multichannel customer service maintaining a 95% satisfaction rate and resolved 98% of ~150 daily inquiries within 24 hours, contributing to a 15% increase in repeat business and a 20% reduction in order errors.

Multichannel Support Customer Satisfaction CRM Communication Time Management

Customer Service Advocate

CMC Ltd

Aug 2012 - Jun 2015 (2 years 10 months)

Served as front-line representative handling 100+ daily inquiries with 95% satisfaction and resolving 90% of issues on first contact while documenting 300+ interactions weekly to improve service processes.

Documentation CRM Problem Solving Process Improvement