Komal Sarkar

Experience

1. Customer Service Team Lead

   Enphase Energy

   Jul 2021 — Present · Bengaluru, IN

   Supervised and led teams of 20+ members, providing guidance, coaching, and performance feedback.• Fostered a positive and collaborative team environment.• Adapted to work in shifts and responded to customer needs in a 24x7 global environment.• Handled escalated customer issues and ensured prompt resolution by collaborating with various engineering teams.• Monitored and improved customer service metrics, including quality and satisfaction scores.• Oversaw daily operations, including scheduling and task assignments.• Developed and implemented processes to improve efficiency and effectiveness.• Maintained up-to-date knowledge of product features, technical issues, and industry trends.• Created and maintained various SOPs (Product & Process) for both internal and external stakeholders.• Conducted performance management and coaching, contributing to the overall development of team members.• Identified training needs and organized training sessions for team members.• Tracked and reported on team performance and support metrics.• Analysed data to identify trends and areas for improvement.• Provided regular updates and reports to internal and external stakeholders.• Enhanced FCR and curtailed repeat calls by implementing a proactive callback tool.• Accelerated issue resolution by implementing a solution tree and analyzing top call generators.• Deployed a 24/7 chatbot, boosting customer satisfaction and minimizing wait times.• Streamlined handling time by 53%(from 15 to 7 minutes) and slashed escalations by 85% through Salesforce email template scripts.

Education

• Kalinga Institute of Industrial Tech.

  bachelor's, Electrical and Electronics Engineering

  2012 — 2016