Mithun Shetty

I am a Customer Service Team Leader with hands-on experience managing support operations, improving quality, and leading teams to achieve performance targets. I specialize in coaching agents, reducing escalations, and enhancing customer satisfaction by focusing on clear communication, accountability, and continuous improvement. I believe in leading by example—supporting my team, solving problems quickly, and ensuring every customer interaction reflects professionalism and care.

I am a Customer Service Team Leader with over 9 years of experience managing chat, email, and voice support operations across e-commerce, telecom, and consumer electronics businesses. I have led teams of up to 25 agents, driving performance through coaching, SLA & KPI monitoring, and process optimization. My expertise includes improving CSAT, reducing escalations, enhancing first contact resolution, and delivering consistent, high-quality customer experiences. I collaborate effectively across QA, operations, and logistics teams to resolve issues, streamline workflows, and support continuous improvement. I lead with accountability, clarity, and a focus on team development and operational excellence.

Diploma in Electronics and Communication from Sri Niranjana Swamy Polytechnic, Mangaluru (2005–2008). This foundation strengthened your technical understanding, problem-solving abilities, and analytical skills, which support your work in customer service operations and team leadership.