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Gautham D

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About Gautham D:

Result oriented Team Leader with overall 12 years of experience in Customer Service with 8+ years of experience in handling Customer Escalation and customer service operations. Effective at managing 20 team members to accomplish business goals.
 

Experience

Vectone Mobile India Pvt Ltd                                                                                                           Jan 2020 to Jun 2022

Escalation Lead- Customer Service

  • Mentor and guide a team of 20 members (Voice, Chat, Email) ensuring all were trained in process knowledge and capable of performing assigned duties.
  • Monitoring customer servicing calls to ensure flawless servicing execution of Relationship Care to drive positive customer experience.
  • Making sure that calls are answered by staff within agreed time scales and in an appropriate manner.
  • Initiating hierarchical escalation process as per the incident management process, including senior authorities and securing their support
  • Ensure customer is heard throughout escalation process.
  • Prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
  • Accurate, efficient resolutions to complex escalated customer issues.
  • Assisting customer service agents and handle escalated calls in troubleshooting.
  • Ensured all complaints are answered within established company metrics.
  • Did spot-check listening in on calls to make certain team followed provided scripts.
  • Ensures key performance metrics, including call center statistics, response times, order accuracy, ecommerce utilization, and customer satisfaction measures are defined and achieved
  • Developed and presented monthly reports for management.
  • Performs other duties as assigned by management.

Lyca Telecom Pvt Ltd                                                                                                                       Jul 2013 to Mar 2019

Sr. Analyst

  • Solid foundation of customer care and relations with vast experience in the field.
  • Excellent talent for using strategies to deescalate irate customers.
  • Acting as a point of resolution for customers who have complaints.
  • Handling customer complaints through Voice, Email/Chat support.
  • Superb ability to multitask, able to handle multiple duties and responsibilities without sacrificing quality of work.
  • Ability to maintain a calm and composed manner when dealing with potentially explosive client situations.
  • Obtain and evaluate all relevant information to handle inquiries and complaints.
  • Direct requests and unresolved issues to the designated resource.
  • Record details of inquiries, comments and complaints and actions taken.
  • Meet performance targets in all areas such as speed, accuracy, volume, customer satisfaction, and issue resolution.
  • Communicate and co-ordinate with internal departments.
  • Training up junior and new recruits.
  • Great team player and excellent independent worker.
  • Preparing Daily, Monthly and Yearly activity Reports.

TATA Teleservices Ltd                                                                                                                 Aug 2012 to May 2013

Customer Service Executive

  • Handle Complaints for Corporate Segments (Tech & Non Tech).
  • Investigate and resolve network related issues. 
  • Continuous Follow -ups for all complaints and issues that are raised and close loop given to customer once complaints resolved.
  • Assisting the clients on additional assignments as per their instructions.
  • Ensuring 100% quality resolution along with in fixed SLA.
  • Attending monthly review and meeting with corporate customers and reports for companies and team specific as per client specifics and requirements.
  • Ensure that customer service delivered is of the highest quality and that the standard bar continues to be elevated per the business plan for the year.
  • Working side-by-side along with Engineering on issues related to all Network Elements
  • Network Outages coordination, providing network details of batches of MSISDN's / IMSI's. 
  • Trouble shooting on complaints raised and resolving them within TAT and ensure customer can able to access the product without any issue.

Reliance Communications Ltd                                                                                             Jan 2011 to Aug 2012

Customer Service Representative

  • Handling TN Corporate Customer Requests and Complaints.
  • Preparing process for the smooth functioning of customer billing, service related queries/complaints.
  • One Point of contact to Top Corporate Company like TCS, Wipro, Infosys, CTS, Ford.
  • Driving 100% quality resolution with in fixed SLA.
  • Co-ordination with the concern team for network, hardware related issues.
  • Trouble shooting customer billing complaints & provide resolutions to customer.
  • Monitoring the closure of customer complaints received over phone mail at the backend.

Tech Mahindra Pvt Ltd                                                                                                         Sep 2009 to Dec 2010

Customer Service Executive

  • Handling TN, KL, AP and KT Individual Customer complaints and Requests (Technical Issues, Non- Tech Complaints, VAS Pack Activation and Deactivation, etc).
  • Build customer relationships through telephone, email communications and provide information politely, accurately and efficiently. 
  • Regular Follow ups with internal team and close looping all complaints and request raised.
  • Giving End to End complaints resolution for Escalations.
  • Training new recruits as well as providing cross training to other team members and get cross trained in other process such as Reconciliation and Settlement.
  • Ensuring 100% quality resolution with in fixed SLA.

Education

I completed Bachelor Degree (BCA) in 2009

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