Dedicated Team Lead with a strong background in Customer Success, committed to driving exceptional client satisfaction and delivering results. Proven track record of leading high-performing teams and cultivating a customer-centric culture. Skilled in building and maintaining long-term relationships with key stakeholders, understanding their unique needs, and providing tailored solutions. Proficient in analyzing customer data and identifying opportunities for growth and optimization. Adept at developing and implementing strategies to enhance customer onboarding, adoption, and retention. Experienced in collaborating cross-functionally with sales, product, and support teams to ensure seamless customer experiences. Passionate about coaching and mentoring team members, fostering their professional growth, and fostering a positive and collaborative work environment.

• Demonstrated ability to take on leadership roles ensuring ongoing support and customer satisfaction.• Strong track record managing and delivering 1st, 2nd, and 3rd-level support for desktop applications in fast-paced, dynamic environments.• Skilled in communication, planning & organization and consistently recognized for client relationship skills.• Proactively manage customer experience across the lifecycle of our core offerings. • Ensure all offerings are delivered according to the outcomes and metrics defined in the value-based customer engagement process. • Motivated, driven, and extremely thorough, delivering the best possible customer service and support while ensuring the overall success of Incident Management, Problem Management, and Continuous Service Improvement.• Determine, record, and work with the team to revise current procedures to enhance customer satisfaction.• Develop best practices and guidelines for technical support.• Provide contributions to the central knowledgebase for all the products offered by our company. • Identify support tools gaps, enhance needs and propose solutions.• Identify and correct problems critical to routine operations.• Manage the identification and recording of escalation trends.• Collaborate with other workgroup teams to train using processes and procedures based on historical experience.• Maintain knowledge of the latest technologies to better understand how to implement current telecommunications infrastructure.• Oversee departmental budgets and finances for recruitment, tool usage and resource development.

Technical Support Assistant Manager with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in Microsoft Excel, Salesforce CRM, Customer Service, Customer Satisfaction, Microsoft Office, and Training. Strong information technology professional.I am Self-motivated, diligent, independent, and result-oriented with good interpersonal communication and focused on any task given.Responsibilities:• Responsible for managing the support team• Maintain CSAT• Maintaining KPI’s• Resolving technical issues from the technical dept.• Using Different methodologies to test Server-side and Client-side issues and bugs• Testing the product functionality• Giving reports to the higher management regarding the product• Improving policies and giving opinions on how to improve the product further• Maintaining the Excel Sheet• DocumentationsI can function effectively in a group or individual Project Environment.I am an innovative professional and a good learner and experienced in the US-based market Customer support department. I am a good team player and have excellent interpersonal skills. Being an integral part of the project team responsible for planning, initiating, executing, controlling projects and their activities of varying sizes and complexities. Developed proficiency drives to seek further opportunities to learn, utilize existing experience and excel in career synchronized with strategic goals of an organization with devotion and reliabilitySpecialties:• Ability to work within deadlines• Quick in learning new things• Excellent communication and analytical skills• Cross-Functional Team Co-ordinator• Strong interpersonal skills• Strong Management skills• Conflict Management• EPM Specialist

• Follow up and sorting out of complaints requiring attention.• Working with the support team to enhance the customer services.• Directed the complaints to the concerned departments• Training of the subordinate staff in lines with the latest techniques• Developing/training, coaching, motivating, retaining and evaluating qualified staff. • Maintaining talk/wrap time, service, data and both customer and client satisfaction.• Provided technical support and customer service excellence on telephony systems. • Tracked call traffic of the employees and identified the areas that need for improving.• Handled complex customer queries and complaints. •Scheduled training sessions and meetings over 4 years of call center experience in operations• Close exposure to various routine activities at a call center and extensive experience of monitoring and controlling them.• Great managerial skills and team lead aptitude. Extraordinary fluency and control over language • Exceptional ability of encouraging and motivating team members consistently.• Great command over reports, both preparation and analysis.• Prepared periodic performance reports and forwarded it to the manager.

Pre-Sales• Prepare and conduct customer demo and proof of concepts in collaboration with salesAgile Project Management• Prepare, Communicate, Negotiate and finalize the project plan• Effective collaboration and expectation management of Offshore and Onshore internal/external stakeholdersSolution Delivery• Capture, Scope, Document and Sign Off solution requirements with the customer• Solution Architecture, Implementation, Quality Assurance, Deployment and Sign OffTraining• Internal and external stakeholder training including customer/partners

Provide recruitment services to nursing homes across England. Core responsibilities include, but were not limited to:• Communicating with clients via calls and emails to share candidates' resumes and subsequently arrange interviews.• Arranging interviews between home managers and nursing staff via Teams, Zoom (virtually), and sometimes on-site (face-to-face). • Aiding clients and applicants in case a query arises. Providing all the needed information and helping material (including the creation of guides/SOPs). • Provide quality staff members to our clients according to their requirements and needs. • Human resource management of the office which included hiring the right talent for the right job and providing training for the relevant role as well.