Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Hinduja Malempati

Toronto,ON

Summary

Adept at fostering operational efficiency and building relationships, I significantly enhanced customer satisfaction at Logitech by automating processes and leading team training. With expertise in CRM software and a knack for problem-solving, I consistently exceeded performance targets, contributing to a culture of excellence in customer service.

Customer service professional committed to delivering high-quality support and effective solutions. Proven ability to lead teams and improve service delivery through impactful strategies. Known for reliability and adaptability in dynamic environments, ensuring seamless collaboration and success.

Experienced with customer service analysis and improvement methodologies. Utilizes data-driven insights to enhance customer interactions and streamline processes. Track record of building strong client relationships and implementing effective service strategies.

Highly skilled customer service professional equipped to enhance client satisfaction and streamline processes. Proven ability to analyze data, resolve complex issues, and implement effective solutions. Strong focus on team collaboration and achieving results, adaptable to changing needs. Demonstrates exceptional communication, problem-solving, and leadership skills.


Overview

4
4
years of professional experience

Work History

Senior Customer Service Analyst

Logitech
01.2024 - Current
  • Spearheaded initiatives to automate repetitive tasks, increasing efficiency and reducing errors in the team''s workflow.
  • Managed high-stress situations with tact and professionalism, maintaining positive relationships with customers during difficult interactions.
  • Led workshops aimed at sharing best practices within the team resulting in improved collective skill sets.
  • Streamlined customer support processes for increased efficiency and faster response times.
  • Conducted root-cause analysis of recurring issues leading to targeted process improvements that minimized repeat occurrences.
  • Improved customer satisfaction by efficiently resolving complex issues and providing exceptional service.
  • Championed the adoption of advanced tools for tracking performance metrics enabling data-driven decision-making across the department.
  • Reduced average call handling time with effective problem-solving techniques and clear communication skills.
  • Implemented new strategies to reduce customer wait times, enhancing the overall support experience.
  • Delivered outstanding results in customer retention and satisfaction by establishing a culture of proactive communication, empathy, and problem-solving within the team.
  • Optimized resource allocation by conducting regular analysis of workload distribution among team members, ensuring optimal staffing levels at all times.
  • Analyzed customer feedback data to identify trends and areas for improvement, driving continuous process enhancements.
  • Consistently exceeded performance targets through diligent work ethic and commitment to excellence in customer service delivery.
  • Developed a comprehensive knowledge base for the customer service team, leading to more accurate issue resolution.
  • Enhanced team productivity by implementing new training programs and performance evaluation metrics.
  • Collaborated with cross-functional teams to improve overall customer experience, resulting in higher retention rates.
  • Provided expert guidance on product features.


Group Customer Service Supervisor

Nordia
01.2022 - 12.2023
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Oversaw quality assurance initiatives, ensuring adherence to company standards and best practices in customer service delivery.
  • Evaluated employee performance fairly using clearly defined criteria based on company expectations.
  • Resolved escalated customer issues with diplomacy, ensuring satisfaction while maintaining company policies.
  • Promoted a culture of continuous learning through ongoing training sessions and workshops for staff members.
  • Succeeded in reducing employee turnover rates through strong leadership style that fostered teamwork as well as individual growth.
  • Reduced wait times by optimizing workforce scheduling and managing call volume fluctuations.
  • Coordinated with upper management to develop strategic plans aimed at enhancing the overall customer experience.
  • Streamlined processes for improved efficiency in handling customer inquiries and complaints.
  • Led by example, consistently demonstrating exceptional problem-solving skills in addressing complex customer situations.
  • Implemented innovative strategies to increase overall call resolution rates.
  • Analyzed data trends to identify areas for improvement within the group''s performance metrics.
  • Mentored and coached team members, resulting in improved performance and increased retention rates.
  • Managed daily operations, consistently meeting or exceeding departmental goals and objectives.
  • Collaborated with other departments to address cross-functional issues affecting customer experiences.
  • Conducted regular performance reviews for team members, identifying areas for growth and development opportunities.
  • Fostered a positive work environment, promoting teamwork and open communication among staff.
  • Executed efficient resource allocation strategies which led to optimized productivity levels within the group.
  • Established clear performance metrics, enabling regular evaluation and feedback for team members.



Customer Service Representative Team Lead

Amazon.ca
01.2021 - 12.2021
  • Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
  • Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
  • Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
  • Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
  • Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
  • Improved overall call center performance with effective coaching and feedback to team members.
  • Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
  • Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
  • Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
  • Fostered a positive work environment that encouraged collaboration and teamwork among employees.
  • Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.
  • Optimized scheduling processes to ensure adequate staffing levels during peak hours of operation.
  • Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
  • Facilitated seamless transition periods during system upgrades or changes by guiding the team through new processes effectively.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Implemented company policies and procedures for professional, cohesive customer care.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.


Education

Master of Science - Wireless Information Networking

Fleming College
Peterborough, None
04-2023

Skills

  • Call center experience
  • Complaint handling
  • Advanced communication
  • Sales support
  • CRM software
  • Email management
  • Chat support
  • Complaint resolution
  • Order fulfillment
  • Stock management
  • Account management
  • Order management
  • Bill calculation
  • Teamwork and collaboration

Languages

English
Full Professional
French
Professional Working

Timeline

Senior Customer Service Analyst

Logitech
01.2024 - Current

Group Customer Service Supervisor

Nordia
01.2022 - 12.2023

Customer Service Representative Team Lead

Amazon.ca
01.2021 - 12.2021

Master of Science - Wireless Information Networking

Fleming College

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Hinduja Malempati