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VARUN S

Customer Service Team Lead @ Bright Money | Product Complaints, Resolution management

Greater Bengaluru Area

7+ years of work experience

Bright Money
Dec 20241 yr 10 mosPresent

Bengaluru, Karnataka, India

• Led a team of 70 customer support representatives and 8 subject matter experts, ensuring effective communication across calls, chats, and emails. • Oversaw key performance metrics, directly reporting to management to drive team performance and service excellence. • Implemented automation and integrated AI solutions into daily operations, enhancing efficiency and service delivery.
slice
Oct 20213 yrs 3 mosDec 2024

Bengaluru, Karnataka, India

Handling a team of 10 to achieve great customer service experience and helping the teammates to achieve their goals. Managing the regular inflow of queries and resolving the same within the given service level agreement. I have increased the efficiency of overall service level agreement Report any issues and highlight it to the backend team and maintain the smooth flow of work. Training the new batch to the process flow and help them build their career. Maintain a regular track of reports and finding ways to improve them.
slice
Oct 20213 yrs 3 mosDec 2024

Handling a team of 20 to achieve great customer service experience and helping the teammates to achieve their goals.
Grexter Living
Nov 20201 yrOct 2021

I have made sure all the buildings are occupied at 90% every time. Streamlined office operations by computerizing activities, managing customer communications, scheduling payments and tracking records and documents. Submitted quote requests to suppliers to determine best rates for organization. Communicated with internal personnel to provide status updates for both shipping and receiving dates. Monitored progress of variety of projects to resolve issues that arose. Collaborated with peers and other business areas to leverage best practices. Generated reports detailing findings and recommendations.
Grexter Living
May 20207 mosNov 2020

Bengaluru, Karnataka, India

Handling 10+ tickets in service based issues and I have ensured timely follow-ups and closures of the tickets Answered product and service questions, suggesting other offerings to attract potential customers. Provided primary customer support to internal and external customers. Recommended products to customers, explaining details. Answered customer telephone calls promptly to avoid on-hold wait times.
Bounce
Feb 20191 yr 1 moFeb 2020

Greater Bengaluru Area

Handling 100+ calls everyday and ensured I have maintained the company required parameters Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Provided primary customer support to internal and external customers. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals. Answered product and service questions, suggesting other offerings to attract potential customers. Answered customer telephone calls promptly to avoid on-hold wait times. Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions. Recorded account information to open new customer accounts.
Quick Ride
Oct 20185 mosFeb 2019

bangalore

Answered product and service questions, suggesting other offerings to attract potential customers. Provided primary customer support to internal and external customers. Responded to customer requests for products, services and company information. Consulted with outside parties to resolve discrepancies and create expert solutions. Answered questions regarding seller inventory, shipping, payments and buyer complaints. Initiated follow-up phone calls to sellers concerning resolved issues to enhance platform experience. Provided seller support on refunds, posted feedback and policy changes. Answered customer telephone calls promptly to avoid on-hold wait times.

VARUN’s AI Stack

claude
claude
ChatGPT
ChatGPT

Education

Pace PU college

20122 yrs2014
RV Pu college

High School Diploma

RV Pu college

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Headline

Customer Service Team Lead @ Bright Money | Product Complaints, Resolution management

About

As Customer Service Team Lead at Bright Money, I lead a team of 70 customer support representatives and 8 subject matter experts, focusing on effective communication across calls, chats, and emails. By overseeing key performance metrics and reporting directly to management, our team has enhanced service delivery and operational efficiency through the integration of automation and AI solutions. With a pre-university education from Pace PU College, I prioritize team motivation and performance monitoring to foster collaboration and achieve targets. My goal is to continuously refine processes and contribute to operational excellence in customer service.

Location

Greater Bengaluru Area

AI stack

claude

ChatGPT

Work experience

Customer Service Team Lead at Bright Money, Dec 2024 - Present · 1 yr 10 mos, Bengaluru, Karnataka, India, • Led a team of 70 customer support representatives and 8 subject matter experts, ensuring effective communication across calls, chats, and emails. • Oversaw key performance metrics, directly reporting to management to drive team performance and service excellence. • Implemented automation and integrated AI solutions into daily operations, enhancing efficiency and service delivery.

Customer Service Team Lead at slice, Oct 2021 - Dec 2024 · 3 yrs 3 mos, Bengaluru, Karnataka, India, Handling a team of 10 to achieve great customer service experience and helping the teammates to achieve their goals. Managing the regular inflow of queries and resolving the same within the given service level agreement. I have increased the efficiency of overall service level agreement Report any issues and highlight it to the backend team and maintain the smooth flow of work. Training the new batch to the process flow and help them build their career. Maintain a regular track of reports and finding ways to improve them.

Customer Team Lead at slice, Oct 2021 - Dec 2024 · 3 yrs 3 mos, Handling a team of 20 to achieve great customer service experience and helping the teammates to achieve their goals.

Senior Operations Associate customer support at Grexter Living, Nov 2020 - Oct 2021 · 1 yr, I have made sure all the buildings are occupied at 90% every time. Streamlined office operations by computerizing activities, managing customer communications, scheduling payments and tracking records and documents. Submitted quote requests to suppliers to determine best rates for organization. Communicated with internal personnel to provide status updates for both shipping and receiving dates. Monitored progress of variety of projects to resolve issues that arose. Collaborated with peers and other business areas to leverage best practices. Generated reports detailing findings and recommendations.

Customer Service Representative - Real Estate at Grexter Living, May 2020 - Nov 2020 · 7 mos, Bengaluru, Karnataka, India, Handling 10+ tickets in service based issues and I have ensured timely follow-ups and closures of the tickets Answered product and service questions, suggesting other offerings to attract potential customers. Provided primary customer support to internal and external customers. Recommended products to customers, explaining details. Answered customer telephone calls promptly to avoid on-hold wait times.

Customer Support Executive at Bounce, Feb 2019 - Feb 2020 · 1 yr 1 mo, Greater Bengaluru Area, Handling 100+ calls everyday and ensured I have maintained the company required parameters Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Provided primary customer support to internal and external customers. Developed highly empathetic client relationships and earned reputation for exceeding service standard goals. Answered product and service questions, suggesting other offerings to attract potential customers. Answered customer telephone calls promptly to avoid on-hold wait times. Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions. Recorded account information to open new customer accounts.

Customer Service Representative at Quick Ride, Oct 2018 - Feb 2019 · 5 mos, bangalore, Answered product and service questions, suggesting other offerings to attract potential customers. Provided primary customer support to internal and external customers. Responded to customer requests for products, services and company information. Consulted with outside parties to resolve discrepancies and create expert solutions. Answered questions regarding seller inventory, shipping, payments and buyer complaints. Initiated follow-up phone calls to sellers concerning resolved issues to enhance platform experience. Provided seller support on refunds, posted feedback and policy changes. Answered customer telephone calls promptly to avoid on-hold wait times.

Education

Pace PU college

High School Diploma, RV Pu college

VARUN S - Customer Service Team Lead in Greater Bengaluru Area | Tal