Vignesh Kasivishwanathan

• Maintained attendance and leaves of the agents.
• Ensured accurate tracking of attendance and leaves, leading to improved payroll processing and reduced errors.
• Managed Team Performance - Regular 1:1, Performance Review and giving process updates.
• Conducted regular 1:1 meetings and performance reviews, providing constructive feedback and guidance to enhance team performance.
• Performed capacity planning.
• Analyzed workload and resource availability to optimize team efficiency and productivity.
• Handled escalation contacts.
• Acted as a point of contact for resolving escalated issues, ensuring timely resolution and enhanced customer satisfaction.
• Coordinated with the Product team and Engineering team to escalate and provide data for fixing the issues.
• Collaborated with cross-functional teams to gather and provide relevant data for identifying and resolving product and engineering issues, resulting in improved product quality and customer experience.
• Managed on-site and remote working agents.
• Successfully coordinated and managed both on-site and remote agents, ensuring seamless communication and collaboration across multiple locations.
• Planned training for the agents and resource management.
• Developed and implemented training programs for agents, resulting in improved skills and performance.

• Continued all duties assigned in previous role

Ensured seamless transition and consistency in work responsibilities

• Handled customer escalation requests

Provided prompt and efficient resolution to customer issues, resulting in improved customer satisfaction

• Managed basic team needs along with TL

Effectively coordinated and supported team members, resulting in improved team performance

• Took ownership of escalating queries reported by associates

Demonstrated a proactive approach in addressing and resolving issues, leading to increased efficiency and productivity

• Took additional responsibilities with TL and TM support for process improvement

Collaborated with team leads and managers to identify areas for improvement and implemented solutions, resulting in enhanced operational efficiency

• Handled US customer queries in phone chats and email mediums, improving customer satisfaction and response time.
• Collaborated with a team to achieve targets, fostering a productive and efficient work environment.
• Built a healthy environment within the team, promoting strong teamwork and open communication.
• Gained comprehensive knowledge regarding the product, enabling effective problem-solving and improved customer support.

• Temporary role assigned for business requirement after passing an IJP conducted by an organization.
• Assisted the level 1 agent regarding the process and extended my help in guiding the agents to assist the customers.
• Subject Matter Expert role

• Handled customer queries regarding e-commerce products, returns, and information delivering excellent customer service.
• Worked and resolved queries for both Indian and US customers/clients building strong customer relationships across different regions.
• Consistently achieved fixed and variable targets set by the organization contributing to the company's success.
• Adapted to temporary movement in calls and emails as per business requirements ensuring smooth operations and high customer satisfaction.
• Maintained a chat-based non-voice process providing efficient and effective customer support.

• Tracked and monitored customers impacted by blocks, ensuring that all affected customers were identified and addressed promptly.
• Generated daily reports to showcase product improvements and demonstrate the measurable impact on customer satisfaction.
• Collaborated closely with the engineering and product teams to identify areas for product enhancement, resulting in a significant improvement in the overall customer experience.
• Regularly participated in daily team cadence meetings with the leadership team, providing updates on the progress of the project and addressing any challenges.
• Focused on preventing scams and implementing proper procedures for handling customer data, ensuring the security and privacy of customer information.
• Mention measurable impact or results you helped deliver. Focus on the outcome of tasks. Example: Modified customer service support system to reduce complaints by 10%.

• Improved assembly process of the FVDP vehicle by leading a team of four members in completing the project.
• Streamlined operations to increase efficiency and reduce assembly time.
• Implemented new techniques and procedures to improve overall quality control of the assembly process.
• Collaborated with cross-functional teams to identify and address production issues, resulting in a more streamlined and effective assembly process.
• Achieved significant cost savings through process improvements and optimizing resource utilization.
• Mention measurable impact or results you helped deliver. Focus on the outcome of tasks. Example: Modified customer service support system to reduce complaints by 10%.

Achieved all metrics set by the organization and showed a great performance.