Tejashwini M
Customer Success Manager
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Manager
HCL Technologies
11.2023 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Followed through with client requests to resolve problems.
- Took ownership of customer issues and followed problems through to resolution.
- Kept accurate records to document customer service actions and discussions.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Coordinator - Transfer of Service Agreements
Verizon
11.2019 - 04.2023
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Enhanced team communication by implementing weekly coordination meetings and detailed project update emails.
- Increased client satisfaction by facilitating clear and consistent communication between project teams and stakeholders.
- Supported successful project completion by meticulously reviewing and updating project plans to reflect changing needs and objectives.
Senior Process Expert
Infosys Ltd.
09.2015 - 11.2019
- Collaborated with stakeholders to develop and implement best practices across various departments.
- Collaborated closely with IT teams to automate manual tasks, reducing human error and streamlining workflows.
- Drove innovation within the organization by staying current with industry trends and emerging technologies in process optimization.
- Designed custom solutions for unique process challenges faced by clients, delivering tailored approaches that yielded measurable results.
- Conducted gap analyses between as-is processes versus desired outcomes, developing strategic action plans to bridge the divide.
- Streamlined processes by identifying inefficiencies and implementing improvements, leading to increased productivity.
- Managed change effectively, ensuring seamless transition during process improvement initiatives.
- Restructured procedures through coordination with compliance director to create and execute projects.
Education
Bachelor of Engineering - Computer Science
DR SMCE
Bangalore 04.2001 -
Skills
Customer service
Complaint resolution
Customer relationship management (CRM)
Problem-solving
Service delivery optimization
Account management
Handling escalations
Excellent time management skills
Microsoft outlook, word, and Excel
Certification
ITIL-V4 Foundation
Timeline
Customer Service Manager
HCL Technologies
11.2023 - Current
Coordinator - Transfer of Service Agreements
Verizon
11.2019 - 04.2023
Senior Process Expert
Infosys Ltd.
09.2015 - 11.2019
Bachelor of Engineering - Computer Science
DR SMCE
04.2001 -
ITIL-4 Foundation
The ITIL 4 Foundation certification provides an entry-level, comprehensive overview of modern IT Service Management (ITSM), focusing on co-creating value, reducing risk, and improving customer satisfaction. The certification covers key concepts, the seven guiding principles, the service value system (SVS)