Sandhya Billam
Customer Support Manager | Enhancing Customer Satisfaction & Team Performance | Expert in Escalation Management | Skilled in Team Leadership & Process Improvement
- Role
- Customer Support Manager at Central Books
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Sandhya Billam
A graduate in B.A. Journalism and Mass Communication from Osmania University, I bring…
Experience
Customer Support Manager
Dec 2023 — Present · IN
To Lead and manage a diverse support team including Assistant Manager, Team Leader, and frontline agents to deliver consistent, high-quality customer service.*Oversee seasonal operations with BPO outsourcing partner, ensuring alignment on KPIs, SLA adherence, and continuous performance improvement.*To Conduct regular performance reviews, training sessions, and feedback loops to develop team skills and enhance service standards.*Drive engagement initiatives with school principals and librarians to build relationships and generate appointments for product demonstrations and onboarding.*Coordinate and execute seasonal readiness activities, ensuring teams and stakeholders to be prepared for peak periods.*To Deliver e-commerce product trainings and onboarding sessions to internal teams to ensure clear understanding and adoption.*Actively participate in interviews and evaluations for new support team hires.* Collaborating with external vendors including Freshdesk, Gupshup (WhatsApp API), and SMS providers to optimize customer communication and ticketing systems
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