SEEMA SUNIL
Donnybrook
Summary
Experienced customer support manager with a proven track record in team leadership and ensuring customer satisfaction. Demonstrated expertise in efficiently handling customer escalations, streamlining support processes, and consistently delivering exceptional service aligned with organizational objectives. Adept at fostering a positive work environment and motivating team members to achieve customer service excellence.
Overview
21
21
years of professional experience
Work History
Customer Support Manager
Zed Technologies
02.2023 - 03.2025
- Managed and led the customer support team to improve customer satisfaction and enhance team performance
- Recruited, trained, and mentored new hires, fostering a high-performance culture
- Monitored support ticket performance, ensuring resolution within SLA and proper escalation
- Implemented App Review Management software and NPS process to track and improve customer feedback
- Reduced support tickets by 20% by collaborating with the Development team to implement proactive email notifications, enhancing customer awareness and reducing repetitive inquiries.
- Created a structured training program to upskill team members and reduce knowledge gaps
- Established a feedback loop with product and development teams to incorporate customer feedback into product improvement
- Conducted regular performance reviews and team meetings to identify areas for improvement and motivate team members
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Implemented knowledge management systems that enabled representatives to quickly access information needed to resolve customer issues effectively.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
Customer Care Manager
Medtech Global Ltd
05.2018 - 02.2023
- Led the helpdesk team to improve customer experience and service delivery
- Implemented and optimized CRM, phone systems, and knowledge base tools
- Managed customer escalations and ensured quick resolution of critical issues
- Collaborated with product, sales, and development teams to address customer needs
- Prepared and presented board reports for service desk performance
- Implemented effective quality control measures to minimize errors and ensure high standards of service.
- Established positive relationships with clients, leading to increased customer loyalty and retention.
- Mentored new hires, fostering growth and professional development within the team.
Team Leader
Medtech Global Ltd
04.2013 - 04.2018
- Promoted from Level 1 Agent to Team Leader within 18 months
- Developed and implemented call handling, quality, and escalation processes
- Managed team performance to meet SLAs for customer satisfaction and response time
- Handled customer escalations and improved service delivery through structured processes
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Case Manager and SME
Dell India Pvt Ltd
01.2011 - 12.2012
- Managed a team of 7 members, focusing on customer satisfaction, AHT, and service levels
- Reduced outbound usage, improved call quality, and reduced average handling time through process improvements
- Provided training for new hires and scaled them up to match business needs
- Recognized for improving customer satisfaction scores and handling escalations effectively
Senior Customer Experience Coach
Dell International Services P. Ltd
01.2004 - 11.2008
- Managed and trained a team of 20 members to improve customer handling skills and overall service quality
- Conducted regular call audits and provided detailed feedback to improve customer satisfaction scores
- Developed and implemented best practices for call handling, customer interaction, and resolution techniques
- Trained new hires and coached senior associates on improving customer experience and technical resolution
- Achieved consistent improvement in key metrics such as AHT, CSAT, and service levels through strategic coaching and process improvement
Education
Post Graduate Diploma - Personnel Management and Industrial Relations
St. Josephs College of Commerce
Bachelor of Commerce -
Christ College
Skills
- Customer support and team management
- Process improvement and operational efficiency
- Cross-functional team collaboration
- Customer satisfaction and retention
- CRM tools and reporting
- Strategic planning and execution
- Data analysis and reporting
- Customer feedback management
- Team motivation and leadership
- Incident and problem management
- Client relationship building
- Training and mentoring
Timeline
Customer Support Manager
Zed Technologies
02.2023 - 03.2025
Customer Care Manager
Medtech Global Ltd
05.2018 - 02.2023
Team Leader
Medtech Global Ltd
04.2013 - 04.2018
Case Manager and SME
Dell India Pvt Ltd
01.2011 - 12.2012
Senior Customer Experience Coach
Dell International Services P. Ltd
01.2004 - 11.2008
Bachelor of Commerce -
Christ College
Post Graduate Diploma - Personnel Management and Industrial Relations
St. Josephs College of Commerce
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