Naveen Kumar Goud Chandram
Hyderabad
Summary
Team Lead with over 10 years of experience in people management, quality assurance, customer service, and conflict management. Proven track record of enhancing team performance, ensuring high-quality standards, and resolving conflicts effectively. Adept at fostering a collaborative and productive work environment while delivering exceptional service and exceeding organizational goals. Skilled in developing and implementing strategies that drive continuous improvement and customer satisfaction.
Overview
14
14
years of professional experience
Work History
Team Lead
RealPage Inc
12.2012 - Current
- Supervise and guide team members to ensure smooth operations.
- Oversee daily operational activities to ensure efficiency and quality.
- Track team performance metrics and productivity.
- Serve as the primary point of contact for clients.
- Identify operational issues and implement effective solutions.
- Prepare and present weekly and monthly reports on team performance and operational metrics.
- Conduct training sessions for new hires and ongoing training for existing team members.
- Implement quality control measures and conduct regular audits.
- Facilitate regular team meetings and process huddles.
- Ensure adherence to Service Level Agreements (SLAs) and other contractual obligations.
- Worked well in a team setting, providing support and guidance.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Quality Analyst
First American India Pvt
10.2010 - 11.2012
- Maintain worksheets to track daily, weekly, and monthly metrics of team members.
- Organize and conduct process knowledge tests (PKTs).
- Conduct regular process audits and analyze data to improve processes.
- Monitor and evaluate the overall quality of completed tasks and projects.
- Develop and implement a "Quality Improvement" plan for bottom performers.
- Ensure that all quality control activities align with company objectives and goals.
- Train and support team members in quality assurance processes and best practices.
- Provide recommendations for continuous improvement based on data analysis.
Customer Service Representative
Page point Services India (P) Ltd
10.2010 - 11.2012
- Initiate outbound calls to customers to provide information about products, services, and promotions.
- Resolve customer queries and issues efficiently and professionally.
- Follow up with customers to ensure their issues are resolved and they are satisfied with the services provided.
- Maintain accurate and detailed records of customer interactions and transactions.
- Meet and exceed sales targets and performance metrics.
- Provide feedback and suggestions to improve customer service processes and products.
- Stay updated with the latest information about Airtel's products, services, and promotions.
- Handle customer complaints and escalate issues to the appropriate department if necessary.
- Ensure compliance with company policies and procedures during all customer interactions.
- Conduct customer satisfaction surveys and gather feedback to improve service quality.
Education
Skills
- Cross-functional Coordination
- Client Relationship Management
- Customer Support
- Attention to Details
- Problem Solving
- Operational Efficiency
- Quality Assurance
- MS Office Tools
Additional Information
I am excited to leverage my skills and experience to contribute to your company’s success, bringing a proactive and results-oriented approach to your team.
Timeline
Team Lead
RealPage Inc
12.2012 - Current
Quality Analyst
First American India Pvt
10.2010 - 11.2012
Customer Service Representative
Page point Services India (P) Ltd
10.2010 - 11.2012
Similar Profiles
Rebekah DettlingRebekah Dettling
Data Analyst at Realpage IncData Analyst at Realpage Inc
Zeeshan AhmedZeeshan Ahmed
Multi Family Leasing Agent at RealPage IncMulti Family Leasing Agent at RealPage Inc
PETER PIERANGELIPETER PIERANGELI
National Account Executive at REALPAGE IncNational Account Executive at REALPAGE Inc