Austian Montheiro
Benicia,CA
Summary
Reliable management professional with several years of expertise developing top-notch skills in customer service and team leadership in the retail industry. Ready to take on new challenges in an exciting new position.
Overview
9
9
years of professional experience
Work History
Associate Manager
IntouchCX
Bangalore, Karnataka
05.2022 - 05.2024
- Successfully managed 4 processes comprising approximately 80 Customer Service Representatives, ensuring all key performance metrics, as per the Client SLA, were met and exceeded.
- Oversaw overall performance and development of the organization.
- Managed and strengthened client relationships.
- Scheduled and managed operations to meet billing requirements.
Team Leader
Telligent
Bangalore, Karnataka
04.2019 - 04.2022
- Managed 2 processes with approximately 45 Customer Service Representatives, ensuring all key performance metrics were met and exceeded.
- Responsible for team performance and overall development.
- Handled escalated customer calls and assisted agents with premium queue calls and customer service tools.
- Provided feedback on employee and team performance to the reporting manager.
- Launched and transitioned 2 Tech-Support projects.
Customer Service Executive/SME
Telligent
Bangalore, Karnataka
12.2014 - 01.2019
- Handled escalation calls and normal customer calls.
- Communicated client requirements to the team regarding processes.
- Achieved daily, weekly, and monthly targets specified by the process.
- Adhered to the schedule as prescribed by the TL.
- Provided feedback to the process manager daily.
Education
BBA -
Institute Of Management And Engineering
New Delhi06-2011
High School Diploma -
Diploma
Karnataka06-2007
Skills
- Strong communication and interpersonal skills
- Excellent analytical and diagnostic skills
- Continuous improvement in quality, communication, and staff cooperation
- Proficient in planning, prioritizing, organizing, and priority management
- Good problem-solving skills
- Ability to work independently and as part of a team
- Dependable and cooperative attitude
- Understanding and helpful nature
- Excellent leadership qualities
- Flexible and adaptable to changes
Timeline
Associate Manager
IntouchCX
05.2022 - 05.2024
Team Leader
Telligent
04.2019 - 04.2022
Customer Service Executive/SME
Telligent
12.2014 - 01.2019
BBA -
Institute Of Management And Engineering
High School Diploma -
Diploma