Uday Sankar C

Led a team of 30+ employees to handle customer service operations Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags Introduced higher standards for customer service and increased efficiency by streamlining operations Collaborated with teach. teams to improve customer service processes through automation Spearheaded customer satisfaction survey and analyzed results to make action plans Monitored customer service operations to assess agent performance and provide feedback

* Analyzing business requirements; setting of SLAs, KRAs, and Quality parameters; training; coaching, mentoring, and aligning with driving the team for client deliverables through business process improvement * Liaising directly with clients independently on a daily basis for performance reviews, process updates, and deliverables * General management of team from attendance and people management to driving performance for continuous improvement * Managed a new process with a team that manages the website content, campaigns, data migration, and in-house tools for a very large multi-national company client * Span of control is a team of more than 25, which includes a Senior TL and ATL * Driving the team on cataloging and product/data enrichment into Shopify, Magento * Created a Business Plan with TAT and SOP for a new client and handed it over for implementation

• Tasked with managing a team of 20 plus people for a live project • Identified the opportunity for adhoc tasks & shared cost estimates with the client • Managed SLAs for the team and TAT for the project • Worked with tech. team for automation and implemented • Worked with tech. team for automation and implemented

• Oversaw managing production, quality, and workload allocation • Managed a team which changed in size based on project requirement • Worked on projects for European clientele

• Was tasked with maintaining and appending existing client data • Had to make calls to publishers online and offline to confirm their advertisement pricing details

• Handling queries of the web portal subscribers • Managing the customer accounts and subscriptions

• Handling mortgage claims up to £250,000 for applicants from the United Kingdom • Was floor support for newcomers to the project • Tasked with coordinating with the land surveyor and checking the applicant’s credit history

• Tasked with handling dell laptop backend support • Tasked with handling Symantec customer support • Handled upselling of warranty plans and software addons