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RR

Rudranarayan Rath

Customer Support & Escalation Team Leader

Bhubaneswar, Odisha, India

@rudra_rath

0 followers

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About

Results-driven customer support and operations professional with over 5 years of experience in voice, non-voice, escalation handling, customer service, team leadership, coaching, and performance management. Experienced in resolving complex customer issues, monitoring KPIs, improving team productivity, and maintaining high service standards.

Experience

  • Team Leader
    Tech Mahindra Private Limited
    Sep 2021 – Aug 2025

    Supervised, motivated and guided team members to achieve performance targets; monitored key performance metrics; handled escalations and employee concerns; provided coaching, training and feedback; conducted team meetings; prepared performance reports and collaborated on process improvements.

  • Customer Support Associate
    Entertech Private Limited
    Jun 2020 – Jun 2021

    Handled customer inquiries through phone, email and chat; resolved complaints and service issues; maintained customer interaction records in CRM systems; assisted with troubleshooting, account updates, orders, returns and exchanges.

Education

Skills

5 to 8 years 5 to 8 years A long stretch - five to eight years.
Customer Support
2 to 5 years 2 to 5 years Several years of experience.
Process Improvement Escalation Management Performance Management
1 to 2 years 1 to 2 years A year or two of steady use.
CRM usage
<3 months <3 months Just getting started - under three months. This is also what shows when a level has not been set.
Training SLA Adherence KPI Monitoring Quality Assurance Training and Development Customer complaint resolution Case management documentation

Languages

Fluent Fluent Comfortable using it for work.
Odia Speak Hindi Speak English Speak

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