Kiran Bedi
@kiranbedi
Experienced Head of Customer Care specializing in customer service management.
SpainWhat I'm looking for
As a Head of Customer Care with extensive experience in e-commerce, luxury, and gaming brands, I am passionate about developing teams and enhancing customer satisfaction. My journey has taken me from London to Spain, where I currently lead a remote team at Scalefast. I thrive in dynamic environments, designing processes that ensure efficiency and productivity while consistently exceeding customer satisfaction benchmarks.
Throughout my career, I have managed high-end client relationships globally, implemented innovative solutions like chatbots and AI projects, and fostered a culture of positivity and high performance within my teams. My analytical skills allow me to monitor team productivity and customer engagement effectively, ensuring that we meet and exceed our KPIs. I believe in the power of mentorship and coaching, and I am dedicated to continuously improving the overall customer experience.
Experience
Work history, roles, and key accomplishments
Head Of Customer Care
Scalefast
Sep 2021 - Nov 2024 (3 years 2 months)
Led a remote team of customer care agents and managers, designing processes for efficiency and productivity. Managed high-end global client relationships, consistently exceeding customer satisfaction benchmarks and providing KPI and SLA reporting.
Sales and Customer Service Specialist
BSkyB Ltd
Apr 2005 - Sep 2015 (10 years 5 months)
Supported existing customers by managing inbound calls and assisting with product inquiries, ensuring a seamless customer experience. Acted as a temporary manager, leading a team of 13, monitoring KPIs, and handling escalations and refunds.
Education
Degrees, certifications, and relevant coursework
The Heathland School
GCSE and A Level, Business Management
Achieved A levels, including a focus on Business Management. Developed foundational knowledge in business principles and management practices.
Tech stack
Software and tools used professionally
Availability
Location
SpainAuthorized to work in
Job categories
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