Chandan Prakash Email & Phone Number

Bengaluru, Karnataka, India

Develop and implement customer support policies, procedures, and standards to ensure consistent, high-quality service delivery across all support channels (email and chat)Hire, train, and manage a team of customer support representatives, providing guidance,coaching, and performance evaluationsMonitor and analyze support metrics (e.g., response times, resolution rates, customer satisfactionscores) to identify areas for improvement and implement data-driven initiativesCollaborate with internal teams (e.g., Growth, Product, Engineering) to address customerconcerns and feedback, ensuring prompt resolution and ongoing product improvementsWork closely with Product Support Engineers to ensure high priority issues are resolved quicklyand communicated with customersServe as an escalation point for complex customer issues, providing expertise and guidance toresolve them effectivelyMaintain a deep understanding of our product offerings and stay current on industry trends toprovide informed support and recommendations to customersCultivate a customer-centric culture within the support team, fostering a positive, empathetic, andsolution-oriented environmentEstablish and maintain strong relationships with key client accounts, acting as a trusted advisorand providing proactive support

Bengaluru, Karnataka, India

Worked as Manager for the Customer Success team for B2B where the role was technical.

Bengaluru, Karnataka, India

Handling the team of 8 by setting their roles and responsibilities.Ensure the service level of all the team members is according to the KPI setAll customer concerns/ issues are taken up with respective stakeholders, drive to closure to ensure better Customer ExperienceHandling day to day CS Operations. Act independently and follow up on tasks assigned, ensure timely closure so that desired results are achievedDoing quality audit for the customer support team and giving feedback on a weekly basisConducting training according to the feedback givenPreparing roster for the whole team (18 members)Conducting quarterly review for all the team members and align them to work in right direction

Bengaluru Area, India

-Handle nearly 15-20 escalation calls a day and work on minimum 45-50 escalation mails.-Even though my role is Customer Support Specialist within 3 months was moved to a Customer Relationship Manager, hence handling escalations most of the timer.-Have been a part of launch event in Chennai and Delhi and also have been a part of influencer ride event in Devanahalli.-Guiding the new joiners by doing call audit, training, proof reading of mails and supporting them in all activities.-Working along side Marketing, Sales, Service team and being a POC for various projects for the respective team.-Have also been working on a tool called GURU which is a platform of information for all the customer support executives.-Have been the best performer from last 4 quarters-Have worked alongside DriveU team in order to manage the logistics of 50+ Bangalore owners vehicle from their location to the head office and from them ensuring the vehicles reach Chennai on truck for the launch event.

Bengaluru Area, India

-Handled a team of more than 10 by implementing and improvising new ideas in order to have a positive impact on sales and the growth of the company. -Conscious Ambassador in order to prevent unnecessary consumption by the employees within the store.-Always handle challenging customers in order to ensure customer satisfaction-Worked on floor, cash till and the fitting rooms.-Lead the team in order to maintain closing standards.-Was leading the delivery team in order to receive new stock and ensure them to display on the floor before opening.

Master Of Business Administration (M.B.A.), International Business, General, 57.33%

Activities and Societies: Cricket club, managing cultural eventsSubjects studied: 1. Marketing 2. Accounting and Managerial Decisions 3..

Bachelor'S Degree, Finance, General, 57

Activities and Societies: Cricket, Toastmasters, Cultural eventsSubjects Studied: 1. Business Economics 2. Fundamentals of Accounting 3..