Chennai, Tamil Nadu, India
Detail-orientated CX Manager adept at making critical decisions, managing deadlines, and conducting reviews. Meticulous team builder with 14 years of experience in employee engagement, customer relationship, time management, and conflict resolution. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements.
Spearhead customer support and customer success operations team in India, supporting top answering brands such as AnswerConnect, AnswerForce, and LEXReception under AnywhereWorks Inc — across the US, CA, and UK regions.
- Effectively manage and evaluate the performance of 50+ team members across India, ensuring seamless day-to-day operations and driving organizational success. - Improve key performance indicators such as SLA adherence, TAT (Turnaround Time), client satisfaction, and retention by tracking and optimizing call flow, client interaction, and onboarding processes for several answering services brands under AnywhereWorks Inc. - Lead initiatives to upskill team members through structured training and development programs, increasing efficiency and reducing attrition rates. - Identify and establish key accounts for customer success, aligning customer service efforts with strategic goals to improve long-term client retention and satisfaction. - Facilitate new employee onboarding, offering continuous guidance and support through mentorship and process adherence, contributing to team growth and performance improvement. - Collaborate with the Global Client Services Leadership team to implement best practices, enhancing customer satisfaction and engagement. - Regularly conduct performance reviews, set measurable goals aligned with KRAs and KPIs, and foster strong relationships with stakeholders to boost overall service delivery and team satisfaction.
- Led a team of 10+ and played a pivotal role in launching a new brand under AnywhereWorks Inc. in the North American (Canada) market. - Designed and conducted comprehensive onboarding and training programs for new team members across India and Canada, ensuring strong alignment on product, service, and process knowledge with well-defined policies and procedures. - Managed client escalations with a 100% de-escalation rate, providing timely and effective resolutions while mentoring and coaching team members to become confident, high-performing professionals. - Served as the go-to leader for complex challenges, ensuring customer satisfaction and preventing further escalation through proactive issue management and relationship-building. - Leveraged Google Looker Studio and BigQuery SQL to develop insightful, data-driven reports that supported performance analysis, root cause identification, and strategic decision-making for global operations. - Collaborated with cross-functional teams — including Client Account Managers, Project Managers, and Developers — to streamline communication, address client feedback, and drive continuous improvement initiatives. - Identified recurring issues and inefficiencies, leading brainstorming sessions to implement process improvements and automation that enhanced overall operational efficiency.
- Analysed 10K, 10Q, 20F, 40F, and 6K filing (XBRL) of various companies trading in the U.S. Stock Exchange (SEC). Performed quality tasks as a part of the "triage team " to ensure that the data were captured accurately for XBRL filing. - Coordinated with the onsite counterparts (US sales team) and also with the internal team (financial) to deliver quality XBRL files to the clients. - Managed job queues by tracking the job status to meet client-requested ETAs. Resolved issues or queries raised by the production team by following up with the onshore team effectively.
- Handled UK customer pre-order and post-order queries for purchases made on Amazon, ensuring timely and policy-compliant resolutions. - Analyzed customer issues to provide accurate, satisfactory responses aligned with company guidelines and service standards. - Identified and escalated systemic issues on behalf of customers, coordinating with internal teams and ensuring regular follow-ups until resolution.