---
title: "BALAJI PM - Team Lead - Customer Experience in Bengaluru | Tal"
description: "Meet BALAJI PM, Team Lead - Customer Experience @ Artica | BBA, Customer Satisfaction based in Bengaluru."
image: "https://tal.club/meet/balaji-pm/share-image"
---

# BALAJI PM on Tal

## Headline

Team Lead \- Customer Experience @ Artica \| BBA, Customer Satisfaction

## About

I am an experienced Team Lead specializing in Customer Experience and Social Media Escalation, with a proven track record of leading high\-performing teams and managing complex customer interactions across digital platforms\. With several years in the customer service industry, I have built a reputation for staying calm under pressure, resolving high\-level issues with efficiency and empathy, and fostering trust between brands and their customers\. Throughout my career, I have consistently demonstrated a passion for excellence, which has earned me multiple Best Employee awards and formal recognition for outstanding quality in customer handling\. These acknowledgments reflect not only my technical skillset but also my commitment to putting the customer at the heart of every interaction\. As a leader, I focus on creating an environment that values open communication, accountability, and continuous development\. I take pride in mentoring team members, streamlining workflows, and driving performance through strategic coaching and data\-driven decision\-making\. Whether managing social media escalations in real\-time or building systems that enhance the overall customer journey, I am driven by the goal of creating positive, lasting customer experiences\. I am always eager to connect, collaborate, and contribute to forward\-thinking teams and organizations that prioritize both customer satisfaction and employee growth\.

## Location

Bengaluru

## Work experience

Team Lead \- Customer Experience at Artica, Jan 2024 \- Present · 2 yrs 9 mos, 1\. Provide leadership and guidance to the customer service team, including setting goals, assigning tasks, and monitoring performance\. 2\. Train new team members and provide ongoing coaching and development opportunities to enhance the skills and knowledge of the team\. 3\. Monitor customer interactions to ensure adherence to company policies and standards, as well as provide feedback and coaching to improve performance\. 4\. Assisting team members in resolving complex customer issues or escalations, and acting as a point of contact for difficult or sensitive situations\. 5\. Evaluating team performance against key performance indicators \(KPIs\) and implementing strategies to improve productivity, efficiency, and customer satisfaction\. 6\. Serving as a liaison between the customer service team and other departments within the organization, as well as communicating customer feedback and insights to relevant stakeholders\. 7\. Identifying opportunities for process improvements and implementing changes to enhance the overall customer experience and streamline operations\. 8\. Advocate for the needs and preferences of customers within the organization, and work to continuously improve the customer service experience\. 9\. Sharing CSAT & NPS reports on a weekly basis\. 10\. Sharing monthly brand and individual stats with the team\.

Sr Customer Specialist \- Customer Success at Artica, Jan 2023 \- Jan 2024 · 1 yr 1 mo, As a dedicated customer service professional at Artica, I excel in multi\-channel communication, engaging with customers through email, social media platforms like Facebook, Instagram, and Twitter, as well as SMS and chat channels\. My commitment lies in prioritizing and understanding customer needs, ensuring their satisfaction by resolving issues promptly and managing expectations effectively\. I am adept at meeting and exceeding Artica Customer Service Service Level Agreements \(SLAs\) and Key Performance Indicators \(KPIs\), demonstrating a clear understanding of customer concerns, and providing empathetic responses\. My communication skills extend to delivering grammatically correct, concise, and accurate written or oral responses to customers, showcasing a commitment to excellence\. Applying logical problem\-solving skills is integral to my approach, ensuring optimal outcomes for customers while making prompt and effective decisions in accordance with Artica protocols\. Handling return requests and managing replacement orders is a seamless part of my responsibilities, contributing to overall customer satisfaction\. In addition to direct customer interactions, I efficiently manage the online presence of Artica across various platforms, including Facebook, Instagram, Twitter, Play Store reviews, Google My Business, YouTube, and addressing In\-App queries\. My comprehensive skill set and dedication make me an invaluable asset in delivering top\-notch customer service for Artica\.

Senior Associate \- Social Media at Phablecare, Apr 2022 \- Jan 2023 · 10 mos, Bengaluru, Karnataka, India, In my role, I take charge of responding to customer escalations with a focus on swift resolution and customer satisfaction\. Leading a dynamic team of 10\+ associates, I bring a supervisory approach that involves providing constructive feedback and coaching to enhance team performance\. Proficiently managing various support tools, including One\-Direct and Zendesk, I ensure a streamlined and efficient workflow for the team\. My responsibilities extend to handling critical escalations and resolving issues promptly, demonstrating a commitment to maintaining high\-quality customer support standards\. I am adept at managing customer queries across diverse platforms such as Facebook, Instagram, Twitter, Play Store, Google My Business, YouTube, and In\-App channels\. This involves not only addressing concerns but also proactively engaging with customers to enhance their overall experience\. My approach is characterized by effective time management skills, ensuring that both team and individual tasks are handled with precision and efficiency\. With a keen focus on customer satisfaction and team excellence, I contribute to the overall success of the support function by ensuring that customer escalations are managed effectively and team members are empowered to deliver exceptional service\.

Social Media Associate at Phablecare, Aug 2021 \- May 2022 · 10 mos, Bengaluru, Karnataka, India

Social Media Escalation Coordinator at Concentrix, Jun 2019 \- Apr 2021 · 1 yr 11 mos, Bengaluru, Karnataka, India, As a dynamic team leader, I am dedicated to inspiring and motivating my team members to achieve their best potential\. In the face of customer escalations, I take charge, responding promptly with a focus on resolution and customer satisfaction\. My responsibilities extend to managing diverse forums, including Khoros, Sprinkler, Logitech Community Forum, Zendesk, and Reddit Forum, where I engage with customers and address their concerns\. Through effective communication via email, I provide clear and concise troubleshooting steps, ensuring that customers receive comprehensive assistance\. My approach is characterized by efficient time management skills, allowing me to navigate various responsibilities seamlessly\. By balancing the needs of the team and responding adeptly to customer issues, I contribute to a positive and proactive support environment\. My commitment lies not only in resolving current concerns but also in fostering a supportive and collaborative atmosphere that enhances overall customer satisfaction\.

conversation support at The Younion, Oct 2017 \- Apr 2019 · 1 yr 7 mos, India, In my role, I thrive in engaging IT employees through personalized calls, extending invitations to events designed to foster collaboration and knowledge\-sharing within the industry\. As an efficient organizer, I take charge of managing event registrations, ensuring a seamless experience for participants\. My commitment to team development is evident in my role assisting new agents, providing them with the support and guidance needed for a smooth integration into the team\. I take a proactive approach in assessing team strengths and weaknesses, enabling strategic improvements that contribute to overall efficiency and performance\. A key aspect of my responsibilities involves compiling and sending daily reports by the end of each shift, providing transparent insights into team activities and progress\. This commitment to timely reporting ensures that all stakeholders are well\-informed and allows for quick, data\-driven decision\-making\. I also foster valuable collaborations with clients from renowned entities such as Google Cloud, AWS, Nutanix, RedHat, and Autodesk\. This involves not only effective communication but also understanding and meeting the unique needs of each client, contributing to successful partnerships and mutual growth\.

## Education

Bachelor of Business Administration \- BBA, Business Administration and Management, General, Global Virtual Academy For Peace And Education

Bachelor of Business Administration, Global Virtual

[View the original profile](https://tal.club/meet/balaji-pm)

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