Keith George
Mumbai,Maharashtra
Summary
Seasoned professional with over 13 years of experience in the BPO industry, known for exceptional leadership and communication skills. Expert in managing customer service operations, mentoring teams, and developing training programs. Strong understanding of local markets and proven in driving customer satisfaction. Passionate motorcyclist and founder of 'Thumping Bulls,' a biking group of over 30 riders. Skilled in organizing rides and possessing deep mechanical knowledge of motorcycles. Dedicated to fostering a collaborative work environment and consistently delivering outstanding results
Overview
13
13
years of professional experience
Work History
Escalation Manager
Tata Consultancy Services
11.2018 - Current
- Managed and resolved customer inquiries and escalations, ensuring 95% customer satisfaction and timely resolution.
- Developed and maintained strong customer relationships, providing tailored solutions and acting as the primary point of contact for complex issues, achieving a 90% retention rate.
- Provided guidance, support, and constructive feedback to team members, fostering a 20% improvement in team performance and a collaborative work environment.
- Monitored team performance, identified areas for improvement, and facilitated conflict resolution, reducing turnover rate by 15%.
- Designed and implemented comprehensive training programs for new joiners, covering company policies and customer service best practices, increasing new hire productivity by 25%.
- Assisted new employees during onboarding, ensuring a smooth transition and ongoing development through continuous training sessions, resulting in a 30% faster adaptation period.
Collections Agent
First Source Limited
04.2018 - 11.2018
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
Customer Relations Officer
Tech Mahindra Business Services
03.2017 - 03.2018
Customer Service
Intelnet
03.2013 - 03.2017
Information Retrieval Officer
Just Dial
11.2011 - 12.2012
Education
HSC -
Maharashtra State Board
01.2011
SSC -
Maharashtra State Board
01.2009
Skills
- Negotiation skills
- Typing speed 40 words/min
- Client & Customer Retention Strategies
- Goal Setting and Achievement
- Assertiveness
- Complaint Investigation
- Team Leadership
- Decision-Making
- Phone and Email Etiquette
- Employee Supervision
- Handling Complaints
- Coaching and Mentoring
Hobbies and Interests
- Motorcyclist
- Exploring New terrains & places,
- Smartphone
- Photography
- foodie.
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Malayalam
Professional Working
Timeline
Escalation Manager
Tata Consultancy Services
11.2018 - Current
Collections Agent
First Source Limited
04.2018 - 11.2018
Customer Relations Officer
Tech Mahindra Business Services
03.2017 - 03.2018
Customer Service
Intelnet
03.2013 - 03.2017
Information Retrieval Officer
Just Dial
11.2011 - 12.2012
HSC -
Maharashtra State Board
SSC -
Maharashtra State Board
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