Контактная информация

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Опыт работы

Team leader( customer operations)

с 09.2018 по наст. время (5 лет 8 месяцев)
Vcare call centre India pvt ltd, Noida (customer service BPO)

I have to manage team of 15 customer service agent who deals with the customer for an eCommerce platform. Customers are from all over world as the eCommerce platform sell their product all over world. I am responsible to meet all KPI set by the client. I am also responsible take escalations call over phone or over chat and provide the maximum satisfaction to customer. I am also responsible for train new hire. I am also responsible to manage workforce.

Customer service representative

с 10.2016 по 09.2018 (1 год 11 месяцев)
Teleperformance inc., Gurgaon (Telecommunications and networking)

Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems quickly and efficiently over live chat/Email Support
Developed reputation as an efficient service provider with high levels of accuracy
Described product to customers and accurately explained details and care of merchandise
Answered product questions with up-to-date knowledge of sales and store promotions
Managed wide variety of customer service and administrative tasks to resolve customer issues

Образование

poornima university

Computer science, jaipur
Высшее, с 2012 по 2016 (3 года 10 месяцев)

I have completed Bachelor of Technology in computer science as majors. The duration of the course is 48 months. The coursework consist of subjects related to information technology sector. I have knowledge of different types of programming language and computer architecture. I am capable of work in software and network troubleshooting. I am also capable of troubleshoot with website. During the college time I was part of different different cultural club. The experience gained by cultural club leads me to found an non profit organisation in my final year. I have founded and NGO to help unprivileged people by providing them cloth, food and education. This experience helps me to identify my leadership skills.

Дополнительное образование и сертификаты

workshop on cyber security

2 days

project based training in JAVA language

45 days

Знания и навыки

Знание языков

Английский — продвинутый

Рекомендации

Randhir Kumar

Randhir Kumar

Manager, Vcare call centre India Pvt. ltd

Дополнительная информация

SR
professional summary
Driven call center professional with strong leadership and organizational skills, aimed at ensuring smooth operations of assigned teams.
Experienced in training and developing team members to ensure that targets are met according to established protocols.
Ability to oversee call center representatives to ensure the provision of high-quality customer services.
Monitors the quality of work to ensure delivery of exceptional services to customers over the telephone.
Actively provides an evaluation of processes and procedures and suggests improving operational areas.
Responds to escalated calls to ensure that they are resolved in an expedited manner.
Professional skills
Staff Training
Needs Assessment
Calls Handling
Team Management
Issue Handling
Peer Reviews
Goals Maximization
Performance Reviews
Staff Oversight
Activities Monitoring
Customer Retention
Employees Relations
satish raj
Assistant team lead/team mentor/sme
New dELHI, iNDIA
Experience
Assistant team lead/team mentor
Vcare call centre India pvt.ltd
3-feb-2019 – present
Manage a team of approx. 15 Customer Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded
Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation; foster career advancement of the team members within the project or lateral movement
Manage team performance and responsible for the overall development of the team
Manage and strengthen Client Relationship
Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools
Sr. chat associate
Vcare call centre india pvt ltd
10-sep-2018 To 2-feb-2019
Responded to guests in a timely matter via Live Chat
Scored in top 10% of employees in successful resolution of issues
Assisted with answering questions and troubleshooting for opportunities
Suggested merchandise, upsell, and assisted with online promotions
Contacted shipping carriers for tracking and lost packages.
Answered inbound phone calls for Cast members and Personal Shoppers.
Applied Cast member discounts to shipped orders and assisted those who could not apply to their accounts.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Customer service representative
Teleperformace
03-oct-2016 To 9-sep-2018
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems quickly and efficiently over live chat/Email Support
Developed reputation as an efficient service provider with high levels of accuracy
Described product to customers and accurately explained details and care of merchandise
Answered product questions with up-to-date knowledge of sales and store promotions
Managed wide variety of customer service and administrative tasks to resolve customer issues
Education
Bachelor of technology(CS)
august,2016 • Poornima university
6.2 CGPA

Volunteer Experience or Leadership
Organization : Rahat-gift of warmth
Role: Co-founder
Introduction:
It is a social organization founded by me and my colleague during college time to get back to society by helping them in improving their lives with our experiences. Our prime motto during the initial founding days to cloth and food for all.

Projects:
A gift of warmth: Warm clothes distribution homeless people
A gift of meal: Food distribution to homeless people
A gift of knowledge: Education for children of homeless people