KARTHICK Muthaiah

 Supervised and managed a team of 16 customer service agents, ensuring smooth shift operations and consistent service delivery.
 Handled customer queries across calls, emails, and chat, achieving a 98% customer satisfaction rate.
 Coordinated between teams and management to streamline reporting and improve issue escalation processes.
 Led escalation management, resolving complex customer complaints within agreed timelines and ensuring high satisfaction outcomes.
 Trained and mentored new team members, sharing best practices and ensuring adherence to quality standards.
 Designed and delivered training programs on escalation handling, focusing on communication, problem-solving, and professionalism under pressure.
 Provided strong leadership during high-demand shifts, optimizing resource allocation and ensuring timely query resolution.

 Managed 180+ inbound/outbound calls daily from patients and healthcare clients, maintaining a 98%+
customer satisfaction rating.
 Provided healthcare support including appointment scheduling, follow-ups, and medical query resolution.
 Resolved escalated complaints efficiently, achieving a first-call resolution rate of95%, reducing repeat inquiries and enhancing service efficiency.
 Maintained detailed records in CRM systems, contributing to data accuracy and operational reporting for
management.

 Assisted lead tutors in delivering interactive spoken English lessons to 20+ students per batch, enhancing
language fluency and communication skills.
 Conducted practice sessions and exercises in the absence ofthe tutor, ensuring continuous learning and class engagement.
 Monitored student progress and provided personalized feedback, contributing to a 20% improvement in overall class performance.
 Organized speaking activities, role-plays, group discussions to boost confidence and participation.
 Guided new students in adapting to the learning environment, improving retention and satisfaction rates.