Hari Krishnan Z V Email & Phone Number

Chennai, Tamil Nadu, India

As a Presales GM in oversees the pre-construction sales process, collaborating with clients, architects, and sales teams. Responsibilities may include developing sales strategies, conducting market analysis, managing client relationships, and ensuring a smooth transition from presales to sales phase. Strong leadership, communication, and negotiation skills are crucial for success in this role.

Chennai, Tamil Nadu, India

Successfully managed customer feedback and implemented strategies toaugment customer satisfaction.Had a proactive approach to updating with the latest industry trends andbest practices in customer service.Collaborated with various departments to better meet and address customerconcerns, improving the overall customer experience.Developed and implemented key strategic customer service strategies andguidelines.Handled escalated customer complaints efficiently, resolving them to ensurecustomer satisfaction.Regularly trained and coached the customer service team, promoting acohesive, customer-forward culture.Identified opportunities to enhance customer service processes and systems.Managed the entire customer service department, strengtheningrelationships with key customers and stakeholders.Monitored and analyzed important customer service metrics and KPIs to identify areas for improvement.Spearheaded customer-service related projects and initiatives.

Chennai, Tamil Nadu, India

Key Result Areas:With overall authority as AGM Customer Care accountable for spearheading call center and customer service operation of the entire process. Leading a team of 60 consisting of Inbound, Outbound, Nonvoice (Chats, Emails, Social media Platform), Mystery Audit, Customer Engagement, and Process Development to improve Customer experiences Day to Day.Training- Delivering training by analysing their performance weekly, monthly, and quarterlyReports, Records & Documentation- Accountable for documentation and maintenance of accurate customer service records. Conceptualized methods to record, assess, and analyse customer feedbackCustomer Management Policies- Played a pivotal role in Drafting, implementing, and executing policies and procedures to facilitate a quality customer service experiencePerformance Management- Demonstrated excellence by establishing performance metrics for customer service representatives and worked towards service levels and requirements for the department.Quality Management- Created quality assurance programs for new hires and experienced employees and ensured expansions by implementing technology, equipment, and policies which resulted in enhanced customer service and retentionInter- department Coordination- Coordinated with various departments like the customer service department and other divisions in the companyBudget Planning- Drafts and implements the department's budget and performs other related duties as assigned

Chennai, Tamil Nadu, India

Vendors managed: OZONTEL ‑ Callcenter application management, Lead Square ‑ CRM leads Application, NIC (ZEN ONLINE) ‑ Telecom switch management, PRACTO ‑ Channel partner, CREDIHEALTH ‑ Channel partner, JUGULAR SOCIAL MEDIA ‑ Digital partner, CHARM ‑ VC Partner.Enhanced the entire process by leading call center and customer service operation of the Inbound call center team. Adopted holistic methods to serve the customers in collaboration with various teamsInternal Process & resolution- Drove internal process by offering resolution to all issues professionally and promptly Marketing Management- Collaborated with various marketing teams for the campaign program, generated leads for business enhancementCustomer Service Management- Ensured excellent customer experience for the Brand.

Chennai Area, India

Vendors managed: Microsoft dynamics, outsourced North call center team in First Source (NOIDA)Essayed a stellar role in managing the entire south inbound calls Queries & resolutions. Played a major role in resolving all issues professionally and promptly. Call Management- Accountable for outbound calls when required for promotion SMS promotion pushChat Support Process Implementation- Rendered excellent support to what‑app business Chat supportTeam Management- Accountable for a team of 60 in 3 shifts 24/7, 365 days, and managed customer complaints with empathy and composure.Target Distribution & Management- Accomplished various short and long‑term targets and participated in meetings and helped create new practices.

Chennai, Tamil Nadu, India

Management, In‑house Marketing & digital ServiceBroadened the company’s mind-sets by establishing the entire customer service team which shall handle chat, email, and calls from the customers. Rendered support to the departments which need help.Customer Emotion Articulation- Ensured customer sentiment is voiced out to all departments on weekly basis.Quality Management- Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs and work processesDaily Operations- Administered overall functioning of processes, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction levelsTraining- Analyzed, prepared & developed peers/ subordinates for the next level by both Android & IOSCustomer Complain Redressal- Accountable for handling customer complaints with empathy and composure. Attended meetings and helped create new practices.

Chennai Area, India

Customer Service

Chennai, Tamil Nadu, India

Master Of Business Administration (M.B.A.), Customer Service Support/Call Center/Teleservice Operation, Distinction

MBA

Bachelor’S Degree, Economics

High School, Commerce