Chennai, Tamil Nadu, India
As a Senior Client Relationship Manager at Vakilsearch, I help customers with their legal needs, such as company incorporations, document collections, and query resolutions and Bringing Revenue to the company as fatal Role. I have more than five years of experience in customer support, and I am certified as a Lean Six Sigma Yellow Belt, which enables me to optimize processes and enhance customer satisfaction. I have a strong academic background in physics, having graduated with a Bachelor of Science in Physics from Loyola College. I am passionate about learning new skills and applying them to solve real-world problems. My goal is to deliver high-quality legal solutions that meet the expectations and requirements of my clients.
Leading the Team to support customer queries in the chat process and inbound calls. Helping the team to achieve their FRT and Average response time. I will handle escalations and major impact customers to resolve their queries on time. Taking weekly reports. Identifying the errors in chat and giving feedback on their daily improvement plans. Conducting the meeting with the team to achieve their daily productivity.
Focused on upselling and cross-selling new leads. Reduced inbound call shrinkage, maintained FRT of 30s in live chat. Improved AHT to 3 minutes; led a Kaizen project to reduce manual effort using MIS reports. Managed and trained a team of 10–15; received multiple performance awards. Award and Rewards for Best performance in consecutive months. Handled high-rated customers and focused on escalation metrics. Training/ conducting meetings daily, Resource Management, Process improvement. Providing Templates and monitoring their daily productivity. Knowledge in KRA’s and KPI’s based on SLA.
Helping start-up companies with Registrations, coordinating new Ceo's with new business ideas. collaborating franchise modules, cross-selling and pitching new services, Escalation metrics, and customer satisfaction. Team management and Team coordination
Handled Vodafone inbound escalations, improved NPS, CSAT for new joiners, and trained new hires. Award and Rewards for Best performance in consecutive months. Handled high-rated customers and focused on escalation metrics.