Nehal Sawhney

Eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Aspiring for a Challenging assignment where I could bring out the best of my knowledge & experience and demonstrate the best practices, I have learnt so far, to achieve Business Objectives.

Team Lead Operations - Telus

(2026-06)

• Managing the day-to-day operations of team of 20-25 employees.
• Cascading policies and procedures to improve customer service, customer experience and overall efficiency.
• Coaching and training team members on new updates so that the same can be updated to customers.
• Effective communication with customers to ensure satisfaction and resolve any complaints.
• Establishing friendly and professional relationships with team members and customers.
• Managing shrinkage and preparing a monthly roster to have a smooth functioning.
• Coordinate closely with other teams to ensure that customer needs were met and exceeded.
• Working closely with a training team to conduct sessions to ensure team members were up-to-date on the latest processes and procedures.
• Performing one-on-one coaching and mentoring to team members to help them reach their full potential.

Assistant Manager Operations - Genpact

(2024-04 - 2025-05)

• Managed the day-to-day operations of teams of 25-30 employees.
• Cascading policies and procedures to improve customer service, customer experience and overall efficiency.
• Coaching and training team members on new updates so that the same can be updated to customers.
• Effective communication with customers to ensure satisfaction and resolve any complaints.
• Established friendly and professional relationships with team members and customers.
• Managing shrinkage and preparing a monthly roster to have a smooth functioning.
• Coordinated closely with other teams to ensure that customer needs were met and exceeded.
• Working closely with a training team to conduct sessions to ensure team members were up-to-date on the latest processes and procedures.
• Performed one-on-one coaching and mentoring to team members to help them reach their full potential.

Assistant Manager Operations - WNS

(2023-07 - 2024-02)

• Managed the day-to-day operations of teams of 25-30 employees.
• Cascading policies and procedures to improve customer service, customer experience and overall efficiency.
• Coaching and training team members on new updates so that the same can be updated to customers.
• Effective communication with customers to ensure satisfaction and resolve any complaints.
• Established friendly and professional relationships with team members and customers.
• Managing shrinkage and preparing a monthly roster to have a smooth functioning.
• Coordinated closely with other teams to ensure that customer needs were met and exceeded.
• Working closely with a training team to conduct sessions to ensure team members were up-to-date on the latest processes and procedures.
• Performed one-on-one coaching and mentoring to team members to help them reach their full potential.

Sr Quality Analyst - Virtual Employee

(2021-05 - 2023-06)

• Managed the day-to-day operations of teams of 25 employees.
• Cascading policies and procedures to improve customer service, customer experience and overall efficiency.
• Sharing timely feedback with the agents
• Working on client deliverables and making sure that work is done as per SLA.
• Based on audit, making strategies to improve the call quality and making sure that everything has been covered on the call.
• Creating categories by doing Root Cause Analysis and auditing those calls for improvement.
• Worked on escalation received by client and analysing the reason.
• Supervised and managed representatives, ensuring that excellent customer service was provided to all customers.
• Coordinated closely with other teams to ensure that customer needs were met and exceeded.
• Developed and delivered team training sessions to ensure team members were up-to-date on the latest processes and procedures.

Customer Care Executive and Quality Analyst - IEnergizer

(2016-06 - 2021-05)

Customer Care Executive and was taking care of customer queries over calls later got promoted as Quality Analyst

• Overseeing the customer service process.
• Resolving customer queries and providing one call resolution.
• Conduct regular call audits and providing timely feedback
• Conducting mock call session with agents.
• Monthly Calibration with department heads in order to discuss previous month performance.
• Worked on process improvisation with the help of tool Verint (Speech to Transcription), where we were listening to the calls and taking corrective action on the account.
• Creating categories by doing Root Cause Analysis of spike in call volume and auditing those calls.
• Based on the audit, making strategies to improve the call quality in order to provide better response to narrow down the queries of the client by giving them desired resolution.
• Checking the call drivers and sharing that with client on timely basis or whenever requested.
• Worked on the client deliverables and making sure that work is done as per SLA.
• Worked with training team and taking regular session with new batches.
• Worked with operations and doing regular dip checks on product knowledge.

Customer Care Executive - FabAlley

(2015-07 - 2016-06)

• Overseeing the customer service process.
• Resolving customer queries via call, chat & email.
• Developed strong customer service skills while serving as a Customer Care Representative.
• Processed customer orders promptly and accurately to ensure customer satisfaction.
• Established and maintained effective communication with customers to resolve their queries and complaints in a timely fashion.
• Assisted customers in navigating the company's website and locating relevant information.

B.A Programme - School of Open Learning, D.U (2016 - 2020)

Senior Secondary - National Institute of Open School, Noida (2011 - 2012)

High School - Modern School, Noida (2008 - 2010)