Summary
Overview
Work History
Education
Skills
Disclaimer
Personal Information
Timeline
Generic
Vasari Kalyan

Vasari Kalyan

Team Lead - Customer Support Operations
Hyderabad

Summary

Passionate about leveraging skills to drive success within a dynamic organization. Eager to contribute to a team-focused environment that fosters personal growth and professional development. Committed to continuous learning and evolution, seeking a challenging opportunity to make a meaningful impact and advance career aspirations.

Overview

10
10
years of professional experience
3
3
Languages

Work History

Team Lead

Examity India On-Line Proctoring LLC
- Current
  • Oversee the day-to-day operations of the Technical Support Team
  • Act as a mentor and provide oversight, coaching, and training to technical support staff.
  • Record and track team SLAs and workflows
  • Monitor team performance and report on metrics.
  • Review all technical support related processes and documentation for continuous improvement.
  • Able to multi-task efficiently under time pressure
  • Strong analytical skills to investigate and resolve customer support tickets.
  • Delegate tasks and set deadlines.
  • Listen to team members' feedback and resolve any issues or conflicts.
  • Suggest and organize team building activities.
  • Discover training needs and provide coaching.

Supervisor

Examity India On-Line Proctoring LLC
07.2018 - Current
  • Manages a team of test-taker support agents and ensures they comply to company policies and procedures.
  • Monitor and review calls, chats, and emails to ensure quality results and first call resolution.
  • Manages and monitors service levels.
  • Cascades and trains agents to new company policies and procedures.
  • Guide and direct the Support team towards achieving operational goals.
  • Resolves customer complaints in a timely and professional manner.
  • Handles and mitigates escalations in a professional manner.
  • Conducts daily shift briefs and agent 1:1 session to provide real time feedback.

Customer Support Executive

Strateology IT Solutions
10.2015 - Current
  • Achieve service levels- Handle inbound calls, chats, and emails in a timely manner.
  • Troubleshoot common system and test-taker issues (Contact a supervisor for problems you are not able to solve).
  • Display active listening skills by understanding the problem and show empathy to test-takers.
  • Manage and maintain accurate profile and case information.
  • Follow open cases to closure- ensure all issues are resolved accurately and fast.
  • Exceed quality requirements.
  • Ensure test-takers are satisfied with the Examity proctoring service.
  • Follow work instructions and Examity policies.

Education

BCOM -

GITAM University

Intermediate -

Narayana Jr College
Hyderbad

S.S.C - undefined

Indur Model School

Skills

  • Operational Excellence
  • Customer Relationship Management
  • Coaching and Mentoring on Product Development
  • Training and Development
  • Quality Compliance
  • Performance monitoring

Disclaimer

I hereby declare that the above written particulars are true to the best of my knowledge and belief.

Personal Information

  • Total Experience: 9 Years
  • Father's Name: Vasari Ramesh
  • Date of Birth: 12/12/93
  • Nationality: Indian

Timeline

Supervisor

Examity India On-Line Proctoring LLC
07.2018 - Current

Customer Support Executive

Strateology IT Solutions
10.2015 - Current

Team Lead

Examity India On-Line Proctoring LLC
- Current

S.S.C - undefined

Indur Model School

BCOM -

GITAM University

Intermediate -

Narayana Jr College

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Vasari KalyanTeam Lead - Customer Support Operations