Naomi Nanjappa

Customer Support Team Lead @Ultrahuman

Bengaluru, IN

Led and managed a high-performing customer support team, ensuring all customer inquiries were addressed promptly and effectively.* Handled escalated customer issues, providing tailored solutions and maintaining high customer satisfaction.* Implemented quality monitoring and feedback sessions, boosting customer satisfaction scores and reducing escalations.* Enhanced customer satisfaction metrics by streamlining processes and introducing new support initiatives.* Developed training programs to upskill team members, improving communication, product knowledge, and problem-solving efficiency.* Used Excel and CRM tools to track performance, generate reports, and identify areas for process improvement.* Collaborated with sales, operations, and product teams to streamline cross-department workflows, leading to faster query resolution.* Oversaw workload distribution and scheduling, ensuring balanced productivity and coverage across shifts.* Maintained a culture of accountability and teamwork, motivating the team to consistently exceed service-level targets.