Priya Francis Varghese
Customer Service Manager at Floges Software Solutions (P) Ltd- Claim this Profile
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Bio
Credentials
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Building Rapport with Customers
LinkedInJul, 2020- Oct, 2024 -
Customer Service Foundations
LinkedInJul, 2020- Oct, 2024 -
Customer Service: Problem Solving and Troubleshooting
LinkedInJul, 2020- Oct, 2024 -
HubSpot Certified Content Marketing Expert
HubSpotJul, 2020- Oct, 2024
Experience
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Floges Software Solutions (P) Ltd
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India
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Software Development
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1 - 100 Employee
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Customer Service Manager
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Jun 2014 - Present
• Spearheaded the evolution and development of the customer service department through development of departmental policies and guidelines in keeping with organizational goals• Conducted in-depth interviews in coordination with the HR department, vetted candidates and recommended them for hire• Provided extensive coaching, counseling, and assisted in development of soft skills and service techniques in customer support agents • Planned and coordinated implementation of change management programs across the organization to support internal cultural change • Designed and monitored customer satisfaction level and service level processes• Worked closely with customer support team to ensure product/ project met customer satisfaction and customer service level agreements• Conducted side-by-side observations and quality assurance (call monitoring) reviews, inclusive of constructive suggestions for improvement with customer support agents• Worked closely with Human Resources and Senior Leadership to identify, address and effectively resolve employee issues• Helped customer support agents meet customer satisfaction, exceed customer expectations, build customer loyalty and take advantage of sales opportunities• Responded in a professional and courteous manner to escalated customer service inquiries, requests and complaints to reach an effective resolution for the customer and the organization• Worked closely with the project management, development and design departments to ensure superior quality product/project delivery• Made periodical calls to premium customers and used surveys to garner customer feedback and expectations to design elevated customer satisfaction programs• Studied recurring customer service issues, monitored call queues (ACDs), identified alternatives and integrated the solutions to the customer support team manual
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Quartiz Software Pvt Ltd
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India
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IT Services and IT Consulting
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1 - 100 Employee
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Customer Service Manager
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Jul 2010 - May 2014
• Developed and implemented customer service and retention policies centering on customer assurance, superior quality delivery, value addition and trust• Assisted in the interview and recruitment of quality resources in keeping with the goals and vision of the organization• Provided monthly reports on customer satisfaction, customer retention, and employee morale to Key Decision Makers• Formulated new recruit training programs to inculcate leadership skills, task ownership, timely response culture, empathy, reassurance, voice modulation, call etiquette, listening skills, company policy knowledge, technical knowledge, structured thinking, and problem-solving skills• Prepared Standard Operations Procedures (SOPs) for customer account management, call etiquette, conflict or problem resolution, and effective use of Bugzilla (company’s internal tracking system)• Provided timely intervention and counseling to assist customer service agents in dealing with difficult or irate customers• Collaborated with customers, project management team, marketing team, and sales team to capture with clarity customer requirements, attain cohesive work strategy, ensure minimal time to delivery and attain maximum customer satisfaction• Planned and organized team cohesion and bonding programs on a monthly basis to develop ethical team culture, strong team rapport, team consciousness, and ownership skills• Conducted monthly feedback meetings with employees to resolve employee conflicts, garner suggestions in improvement to company policy, provide performance feedback based on KPIs, and provide correctional opportunities• Prepared and utilized Customer Satisfactions Surveys (CSATs), Net Promoter Score Surveys (NPS), SERVQUAL surveys and Employee Engagement Surveys to determine customer and employee satisfaction levels
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Account Manager
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Jan 2008 - Feb 2014
• Identified process improvements and efficiency opportunities in the daily workflow• Engaged in conference calls with prospective clients, gathered requirements and suggested possible alternatives to pressing issues• Performed analysis of existing client website layouts and provided information architecture services to ensure effective link structure and cohesive flow of information• Reviewed proposals/contracts before submission to client• Engaged in continual review meetings to ensure client satisfaction• Formed collaborative relationships to leverage the expertise of other teams to improve overall performance• Promoted transparency in communication and built an atmosphere of mutual trust and cooperation• Honed employee skills and abilities
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Account Manager
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Jan 2008 - Jun 2010
• Identified process improvements and efficiency opportunities in the daily workflow• Engaged in conference calls with prospective clients, gathered requirements and suggested possible alternatives to pressing issues• Performed analysis of existing client website layouts and provided information architecture services to ensure effective link structure and cohesive flow of information• Reviewed proposals/contracts before submission to client• Engaged in continual review meetings to ensure client satisfaction• Formed collaborative relationships to leverage the expertise of other teams to improve overall performance• Promoted transparency in communication and built an atmosphere of mutual trust and cooperation• Honed employee skills and abilities
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Senior Account Executive
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Jul 2007 - Dec 2007
• Located and placed IT consultants, with expertise in PeopleSoft, Oracle and SAP, befitting client requirements• Screened consultants and shortlisted for the final client interview• Prepared summary reports of potential candidates’ skill set for efficient review by the client• Followed-up with clients for new requirements• Spearheaded delivery of articles and content for company website• Maintained and updated a database of screened consultants• Delegated work to colleagues and ensured timely delivery• Developed articles and content for Search Engine Optimization
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Dell
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IT Services and IT Consulting
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1 - 100 Employee
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Technical Support Executive
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Jul 2006 - Jul 2007
• Assisted customers in identifying and resolving technical issues on their desktops• Responded to customer needs in a timely and reasonable manner• Focused on Customer Experience and delivered top quality service through voice support • Behaved ethically in every interaction and in every aspect of how the business was conducted• Built and maintained effective relationships with partners and suppliers to ensure availability and reliability of products and services• Maintained a well-defined report to keep a track of all the interactions handled with clients• Followed up the owned interactions/cases and resolved the issue to the customer’s satisfaction• Maintained call hygiene and ensured quality support within a specific time frame
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Education
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Indira Gandhi National Open University
Master of Arts - MA, English Language and Literature, General -
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Indira Gandhi National Open University
Bachelor of Arts - BA, English Language and Literature, General -
1992 - 2003
The Choice School
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