Umesh Unnikrishnan

 Led and managed a team of customer service agents to achieve performance targets
 Monitored team KPIs such as CSAT, AHT, FCR, SLA adherence, and Quality scores
 Conducted regular coaching sessions, performance reviews, and team meetings
 Handled escalations and ensured effective resolution of critical customer issues
 Prepared reports and dashboards for management review
 Trained new hires and conducted onboarding sessions
 Collaborated with cross-functional teams to improve service delivery

 Managed complex customer issues and escalations, ensuring timely resolution
 Delivered exceptional customer experience across multiple channels (voice, email, chat)
 Mentored and supported junior agents to improve performance and quality
 Monitored team performance metrics and provided feedback for improvement
 Handled priority cases and VIP customers with professionalism
 Ensured adherence to SLAs, KPIs, and company quality standards

 Handled high-volume inbound and outbound customer interactions via phone, email, and chat
 Resolved customer inquiries, complaints, and service requests in a timely and professional
manner
 Maintained high CSAT scores by delivering excellent customer experience
 Accurately documented customer interactions in CRM systems
 Followed company policies, SOPs, and quality standards
 Achieved individual KPIs including AHT, FCR, and Quality scores

 Managed end-to-end customer interactions via phone, email, and chat, ensuring quick and effective
issue resolution
 Delivered high-quality support while maintaining customer satisfaction (CSAT), quality, and SLA
targets
 Handled customer queries related to services, billing, onboarding, and technical support
 Identified customer needs and provided appropriate solutions, improving retention and experience
 Maintained accurate records of interactions using CRM tools
 Consistently achieved KPIs including AHT, FCR, and QA scores