Tejas Vadam
@tejasvadam
Experienced Customer Service Manager with a focus on team leadership.
ZimbabweWhat I'm looking for
I am a Customer Service Manager with over 15 years of experience in customer service operations and people management. My career has been marked by a proven track record of successfully leading teams and driving customer satisfaction. I thrive in stimulating and dynamic work environments, where I can apply my knowledge and competitive ideas to generate higher returns for the organization.
In my current role as Senior Manager at Red Falcon Limited, I have successfully orchestrated a transition to a cloud-based CRM platform, enhancing data accessibility and improving team productivity by 15% within the first quarter. I have also streamlined customer service operations by introducing a ticketing system, which improved issue tracking and resolution time by 18%. My commitment to customer feedback initiatives has led to actionable improvements and a 12% increase in customer loyalty.
Throughout my career, I have been dedicated to performing in-depth analyses to improve systems and processes. I have managed escalated complaints and ensured timely resolutions, while also delivering comprehensive reporting and data analysis for multiple projects. My academic background includes an MBA in Finance and a strong foundation in business management, which complements my extensive experience in the field.
Experience
Work history, roles, and key accomplishments
Sr Manager Client Servicing
Red Falcon Limited
Apr 2022 - Present (3 years 2 months)
Led the client servicing and operations team, implementing onboarding processes and transitioning to a cloud-based CRM. Improved team productivity by 15% and customer experience through a new ticketing system, enhancing issue resolution time by 18%. Conducted root cause analysis and managed escalated complaints effectively.
Assistant Manager
TATA AIA Life Insurance
Oct 2018 - Jan 2022 (3 years 3 months)
Managed digital support and contact center operations, focusing on customer query resolution and vendor management. Evaluated call quality and vendor performance while maintaining the call center database.
Assistant Manager Operations
Vitalveins Healthcare
Oct 2017 - Oct 2018 (11 months)
Managed the customer service and complaints team, ensuring SLA and TAT compliance. Conducted root cause analysis and monitored performance of customer support specialists.
Team Leader
NDS Infoserve
Oct 2015 - Oct 2017 (2 years)
Planned resources and workflows to meet service level agreements. Monitored team performance and ensured adherence to quality norms while preparing MIS reports for management.
Process Leader
Capita Offshore Services
Apr 2008 - Feb 2015 (6 years 10 months)
Managed claims and complaints processes, ensuring quality and compliance with UK regulations. Prepared periodic MI reports and handled escalated customer complaints.
Education
Degrees, certifications, and relevant coursework
ITM Business School
Master of Business Administration, Finance
2006 - 2008
Completed an MBA with a focus on Finance, equipping with advanced financial management skills and strategic decision-making capabilities.
Mumbai University
Master of Commerce, Commerce
2005 - 2008
Completed a Master of Commerce degree, enhancing knowledge in advanced commerce topics and research methodologies.
Mumbai University
Bachelor of Commerce, Commerce
2002 - 2005
Earned a Bachelor of Commerce degree, providing a solid foundation in business principles, accounting, and finance.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
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