Sales Team Leader - Globiva Services Privet limited
(2024-12 - 2025-03)
Managing Team with 22 members, used to allocate work accordingly, drive production and sales target, update attendance, manage leaves.
- Prepare sales data and reports to share with managers.
- Creating queries and sending to the client for better customer experience.
- Arrange meeting between client and customer for better customer experience
- Assist other supervisor in monitoring performance including customer service skills, job knowledge, and attendance, for each employee
Sales Team Leader - Scaleneworks People Solutions LLP
(2022-01-03 - 2022-10-21)
Worked with clients CVS Health and Anthem.
- Analyze customer service sales data to identify trends and areas for improvement
- Monitor the performance of 4 teams and share collated data to the managers.
- Monitor customer feedback and develop strategies to address customer concerns
- Handle escalated customer service issues.
- Develop and implement customer service policies and procedures.
- Create reports on team performance and customer service metrics.
- Assess customer service training needs and develop training programs.
- Collaborate with other departments to ensure customer service Sales goals are met.
Team Leader - GV CLOUDSECURE - NOIDA
(2019-10 - 2022-01)
I used to manage a team of 20 members who are giving support to the USA customers through call, webchat and email chat.
- I used to connect the clients directly through call to share improvement ideas to grow the process.
- I used to give training to the new associates.
- I use to create daily reports and share with the managements.
- I used to give the process improvement ideas how to get better customer experience and increase C-SAT.
Process Co-ordinator - TCS
(2016 - 2019)
I used to manage a team with 32 members.
- I used to share daily reports to the internal and external stack holders.
- I used to train new joiners about the process.
- Identify new improvement areas in the process and share the process map to the management.
- I used to cross train the associates with different process knowledge.
Customer Service Executive / Process Coordinator - TCS - KOLKATA BPO
(2010 - 2016)
Previously worked in TCS KOLKATA BPO for utility project.
- I used to connect with the Australian customers.
- I used to solve customers queries through web chat and email chat process related to their electricity and Gas connection.
- Generating and following up with new business leads.
- Creating queries and sending to the client for better customer experience.
- Record all the data in CRM.
- Managing team and giving them proper training as per SOP.
- Arrange meeting between client and customer for better customer experience.
- Worked as a Process coordinator since 2016 to 2019.
- Sending day to day reports to the clients and internal vendors.
- Helping teams to achieve internal goals and give them proper training to maintain KPI.
Customer Service Executive - First source Solution Ltd.
(2009-06-11 - 2010-04-18)
Payroll department.
- Handling customer complaints: Resolving customer issues and complaints to the customer's satisfaction.
- Efficiently handling inbound and outbound calls and transferring them to the relevant agent.
- Assisting them if they are facing a problem and troubleshooting it.
- Ensuring the customer has a positive experience with the company.
- Fostering a healthy relationship between the client and the customer.
