Harshith R

. Harshith R Bangalore, Karnataka, India - - in/harshith-r-001aa360 SUMMARY With over 8 years of overall experience, including 5+ years as a Customer Support Team Lead, I excel in managing teams, driving performance, and improving customer satisfaction. Skilled in KPI monitoring, root cause analysis, and enhancing self-service solutions, I have a proven track record of optimizing processes. Adept at handling escalations, training, and implementing data-driven strategies, I seek a Team Lead, Assistant Manager or Customer Success Manager role to deliver exceptional customer service and operational efficiency. EXPERIENCE Team Lead - Customer Support April 2024 - Present, UK Revolut • Led a customer support team, focusing on performance assessment on daily, weekly, and quarterly bases, using Jira and Conflue nce for project management and communication and effectively monitoring task completion and shrinkage by allocating agents. • Monitored KPIs related to customer success, churn rate reduction, and customer satisfaction, ensuring alignment with business goals for customer retention in Financial Markets and services. • Implemented self-service processes that improved customer satisfaction rates in Fintech industry, which improved TAT, Net promoter score and Onboarding process. • Coordinated closely with Multi-Disciplinary Teams such as Product and Engineering teams to relay customer feedback and implement platform improvements. • Provided customer support for a SaaS-based platform, leveraging Looker and data analysis to drive a 20% increase in customer satisfaction. • Managed escalations and problem resolution for high-priority clients, maintaining professionalism and empathy throughout. • Skilled in Slack usage, data reporting, KPI monitoring, and certified in Looker and problem-solving in Operations Management. • Improved resolution times by 30% within six months through the implementation of an advanced ticket-tracking system and regular training sessions, enhancing team efficiency and customer satisfaction metrics. Assistant Manager/Team lead - Customer Support January 2022 - March 2024, Bengaluru, Karnataka, India Exzellenz Career Shapers Pvt Ltd • Oversaw a customer support team in customer facing role, handling escalated customer issues and working closely with other departments to ensure quick and efficient resolution. • Established and optimized support processes to improve response times and customer satisfaction metrics along with Webinar management using Zoom. • Led cross-functional collaborations between the support, marketing, and sales teams to enhance customer engagement and retention. • Analyzed customer feedback on LMS and proactively addressed customer complaints, reducing churn and improving overall customer satisfaction. • Developed training materials and coached support staff on new tools, customer service best practices, and conflict resolution. • Spearheaded a team of 15 customer support representatives, improving troubleshooting efficiency by 25% through the integratio n of a new CRM system over a 12-month period, resulting in a 30% increase in customer satisfaction ratings. • Regular knowledge sharing sessions within the customer support team, enhancing resolution efficiency by 30% over six months using advanced CRM tools and fostering continuous learning access. • Coached customer support associates to enhance service quality and efficiency by 25% within 6 months using Zendesk. Assistant Manager - BD Arvi Systems and Controls Pvt Ltd November 2019 - November 2021, Bengaluru, Karnataka, India • Spearheaded business growth initiatives B2B, engaging with clients to develop long-lasting relationships and boost sales. • Collaborated with cross-functional teams to improve customer engagement, support product development, and address client feedback. • Led customer service and sales improvement projects by integrating innovative solutions and improving service offerings. • Improved team performance by implementing strategic fixes, resulting in a 25% increase in client retention over six months using CRM tools for tracking and engagement. Senior BDE and Marketing Executive March 2016 - September 2019, Bengaluru, Karnataka, India GyanPro Educational Innovation Pvt Ltd • Planned and executed marketing strategies to enhance customer engagement, brand visibility and generate Customer base to serve. • Managed customer satisfaction campaigns and contributed to increasing enrollment and retention rates. EDUCATION MBA Sikkim Manipal University • Sikkim • 2016 . . BE VTU • Belgaum • 2013 CERTIFICATIONS Introduction to Data Analytics, Power BI. Large Language Models (LLMs), Generative AI studio SkillUp - Simplilearn • 2023 Skill Certification - Looker and Problem Solving Revolearn • 2024 WhatsApp API Expert WATI • 2023 The Project Management course and SQL database Udemy . 2024 SKILLS • Team Leadership & Management: Experienced in managing teams through coaching, mentoring, supervising, hiring, and motivating support engineers to foster a productive work environment. Skilled in recruiting, prospecting, rooster creation, absenteeism, people management, performance appraisal, delegating tasks, and guiding new hires to meet key metrics and achieve quality standards. Proficient in career path planning, small team as well as large team management, and implementing activities to improve production and performance. Experienced in Sales Management and Sales Enablement by sharing ideas on sales process. • Customer Service & Support: Expertise in managing customer relationships, mapping journeys, and driving superior customer experiences while handling escalations across chat, email, and phone channels. Skilled in voice of the customer analysis, dri ving CSAT improvements, and implementing CRMs to enhance feedback processes and advocacy. Mails for appointments and services were sent regularly to prospects to generate ideas and create community to meet customer expectations. • Technical Support & Product Knowledge: Proficient in providing technical assistance, managing ticketing systems, and resolvin g issues through API integrations, product improvements, and user adoption. Adept at creating playbooks, automating support tasks, and leveraging cutting-edge technologies like Artificial Intelligence to optimize efficiency and customer satisfaction. • Performance & Data Management: Skilled in monitoring KPIs, conducting performance reviews, and driving team efficiency to mee t SLAs and operational targets. Proficient in analyzing key metrics to deliver actionable insights for continuous improvement. Experienced in managing customer data, handling escalations, and collaborating with senior leadership for issue resolution an d renewals. • Problem Solving & Strategic Thinking: Strong problem-solving and critical thinking abilities to address customer challenges, resolve issues, improve contact processes, and implement innovative solutions. Experienced in both qualitative and quantitative analysis to ensure resolution and satisfaction, while fostering strategic thinking within teams. • Project & Process Improvement: Proficient in implementing and enhancing CRM tools (Zoho, Freshdesk, Salesforce, etc.), optimi zing workflows, and aligning processes with organizational goals. Skilled in managing online events, developing SOPs, and leveragi ng sales enablement programs to streamline operations and improve outcomes. • Data Analysis & Technical Proficiency: Advanced skills in Microsoft Excel, Power BI, and SQL for data management, reporting, and risk analysis. Proficient in utilizing insights to optimize workflows, enhance customer experience, and support demand generation strategies as part of responsibilities. • Communication & Relationship Building: Excellent verbal and written communication skills, with expertise in effective emailing, presentations, and collaboration across teams. Skilled in building relationships with customers, internal stakeholders, and t he executive team to enhance customer success and operational efficiency. • Cross-Functional Collaboration: Experienced in partnering with product, engineering, Social Media and operations teams to address issues, improve products, and align support strategies. Proficient in influencing and guiding cross-functional teams to achieve shared goals. • Service Management & Adaptability: Strong knowledge of SLA management and IT service operations, with the ability to create roadmaps for process optimization. Adaptable to dynamic environments with strong time management and scheduling capabilities to meet organizational and global demands. • Project & Database Management: Certified in project management with expertise in SQL, Power BI, and Generative AI studio to a nalyze and utilize data effectively. Skilled in managing programmes, digital initiatives, and media-driven strategies to enhance operational efficiency and team productivity. Co-developed LMS (Learning Management System) with Developers and providing ongoing support for the customers so they can access the Management system with ease. • CRM Implementation and Management: Experienced in implementing CRMs such as Leadsquared, Hubspot, Zapier, Zoho desk, Freshdesk, Slack, Wati, GupShup, Zoom, Zendesk etc. Hands-on experience with end-to-end implementation and setup of the CRM tools with documentation, tutorials, customization, configuration and handling administrator role. Implemented these cost effective tools for business processes and business administration for creating reports, dashboards, system integration and employee training (training programs). .