SSSilu Samuel
@silusamuel
Experienced Team Manager with a strong background in customer service.
IndiaWhat I'm looking for
I am an experienced and self-motivated Team Manager with over 6 years of experience in the MNC industry. My journey began as a Customer Service Associate at Amazon Development Centre, where I honed my skills in managing client relationships and resolving issues effectively. My dedication to customer satisfaction earned me the Best SME Award and the Employee of the Year recognition, which propelled my career forward.
In my most recent role at Sutherland Global Services, I served as a Subject Matter Expert and Team Manager for SD Operations, where I successfully handled client escalations and managed a team of 25 members. I take pride in fostering positive relationships with both clients and team members, ensuring that all project goals are met within scope and expectations. My ability to develop strategies for customer retention has been a key factor in my success.
Experience
Work history, roles, and key accomplishments
SME & Team Manager, SD Operations
Sutherland Global Services
Jan 2020 - Jan 2025 (5 years)
Progressed from Representative to Subject Matter Expert and Acting Team Manager, overseeing SD Operations for UK and US clients. Managed a team of 25, handled client escalations, and conducted performance coaching, ensuring target achievement and project completion.
Customer Service Associate
Amazon Development Centre
Jan 2015 - Present (10 years 5 months)
Handled customer inquiries for the North America process, resolving issues related to accounts, delivery, and payments via calls and online chats. Assisted and trained new hire batches on process, contributing to team readiness.
Education
Degrees, certifications, and relevant coursework
Unknown
Bachelor of Commerce, Commerce
Currently pursuing a Bachelor of Commerce degree, gaining knowledge in business and financial principles.
Vig English School
High School Diploma, General Studies
Completed high school education, focusing on a broad curriculum as per the ICSE board standards.
Vig English School
Higher Secondary Diploma, General Studies
Completed higher secondary education under the ISC board, preparing for further academic pursuits.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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