Open to opportunities

Shinu Mathew

@shinumathew1

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Experienced team lead specializing in customer service and operations management.

India

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What I'm looking for

I seek a dynamic role in management where I can leverage my skills in customer service and operations to drive team success and enhance client satisfaction.

I am a dedicated professional with extensive experience in customer service management, operations, and team leadership. Over the years, I have successfully led teams in various organizations, including CIBT Visas and Majorel, where I focused on enhancing service delivery and improving customer satisfaction metrics. My role as a Team Lead has allowed me to mentor and develop talent while streamlining processes to achieve operational excellence.

Throughout my career, I have been instrumental in implementing key performance indicators and conducting data analysis to identify areas for improvement. My analytical skills, combined with a strong foundation in client servicing, have enabled me to manage large client portfolios effectively. I am passionate about creating a positive work environment and ensuring that both clients and team members are satisfied with the services provided.

Experience

Work history, roles, and key accomplishments

Team Lead - Service Enablement

CIBT Visas PVT LTD

Nov 2023 - Jan 2024 (2 months)

Led service enablement initiatives focusing on product creation, implementation, and process streamlining. Developed policies and KPIs to enhance operational efficiency.

Implementation Process Development KPIs Team Leadership

Team Lead - Customer Support

Majorel PVT LTD

Mar 2023 - Oct 2023 (7 months)

Managed a blended customer support team, focusing on mentoring, training, performance monitoring, and data analysis to improve customer satisfaction metrics.

Team Management Data Analysis Performance Monitoring Training Development Customer Support

Associate Engineer (VOICE)

Capgemini

Nov 2017 - Apr 2018 (5 months)

Worked in the TAC frontline team for Cisco, handling customer inquiries, issue isolation, and resolution suggestions while maintaining key performance indicators.

Customer Support Technical Support Communication Skills

Team Lead - Customer Experience

Zipgo Technologies

Dec 2014 - Apr 2018 (3 years 4 months)

Led customer experience initiatives, focusing on process inception, documentation, and training needs analysis to enhance operational efficiency.

Process Improvement Team Leadership Needs Analysis Documentation Customer Experience

Team Lead - Client Servicing

Delhivery Logistics Private Limited

Dec 2014 - Dec 2016 (1 year 11 months)

Managed client servicing for over 1800 clients, focusing on complaint resolution, performance analysis, and cross-departmental collaboration to enhance service delivery.

Client Management Performance Analysis Team Leadership

Education

Degrees, certifications, and relevant coursework

London School of Business and Finance

Diploma, Logistics and Supply Chain Management

Completed a Diploma in Logistics and Supply Chain Management, focusing on the principles and practices essential for effective supply chain operations.

Institute of Hotel Management

Bachelor of Science, Hotel and Hospitality Administration

Earned a Bachelor of Science in Hotel and Hospitality Administration, covering various aspects of hotel management, customer service, and hospitality operations.