TEAM LEADER CUSTOMER SERVICE
DELL INTERNATIONAL SERVICES
Total years of experience :8 years, 3 months
Handle a team of seven and help them drive the responsibilities and achieve the organizational goals.
Active participation in explaining the metric parameters and sources to achieve them and thrive.
I was responsible for motivating and inspiring the team to surpass their potential.
Handling executive escalation issues, which are reported to BBB and resolve customer issues to mutual satifaction of the customer.
Handle a team of seven and help them drive the responsibilities and achieve the organizational goals.
Active participation in explaining the metric parameters and sources to achieve them and thrive.
I was responsible for motivating and inspiring the team to surpass their potential.
Handling executive escalation issues, which are reported to BBB and resolve customer issues to mutual satifaction of the customer.
* Masters in Business Administration - Specialization in Finance Royal Institute of Technology and Science [Affiliated to J.N.T.U] 2008-2010
* Bachelor of Commerce. * Little Flower Degree College - Affiliated to Osmania University (2002-2005)
* Board of Intermediate Education (B.I.E) 2000-2002
* Board of Secondary Education (D.K.R Memorial High School) ORGANISATIONAL DETAILS May '06-till date: Dell International Services. Designation: Advanced Resolution Expert - ABU CC Duration: May 2006 - Till Date Job Profile: • Handling executive escalation issues, which are reported to BBB & resolve customer issues to mutual satisfaction of customer. • Training the new hires in the team to improve the expertise with process updates and call handling skills to achieve and maintain high customer service standards. • Case audits on the issues handled by the team members and timely feedback, improves the work structure and helps team in resolving their issues on time. • Resolve missing wrong damage issue of the systems and system peripherals • Assisting customers with promotions, billing and refund. • Proper expectations set and resolving their issues on time • To maintain standard Customer Experience metrics • Taking ownership of the Customer's issue and following up until it is resolved to their Satisfaction. • Knowledgeable responding to customer inquiries thus enhancing confidence in company products.