Visiting to monuments and temples
Aakash Sharma
Team Lead
Gurgaon
Summary
Goal-oriented Operations Team Lead with exceptional customer relations, conflict resolution and safety management skills. Sound judgment and self-directed mindset to handle routine and complex challenges with minimal oversight. Proactive and hardworking individual focused on continuous operational improvement.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Operations Team Lead
Urban Company(Formerly UrbanClap)
04.2021 - 03.2024
- Led a team that achieved a 20% increase in customer satisfaction ratings within six months through implementing targeted training programs and enhancing service delivery processes.
- Elevated first call resolution rate by 25%, resulting in a more efficient and streamlined customer support process and reducing the need for follow-up interactions.
- Boosted team productivity by 15% through implementing performance incentives, optimizing workflow procedures, and providing ongoing training and development opportunities.
- Optimized team performance, providing clear guidance and setting achievable goals.
- Achieved superior service levels by closely monitoring performance metrics and addressing any issues promptly.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Proactively identified potential risks or obstacles, developing contingency plans to minimize disruptions to operations.
- Coordinated cross-functional teams, fostering collaboration and ensuring timely completion of projects.
Senior Associate
Urban Company
02.2020 - 03.2021
- Resolved escalated customer issues and complaints, achieving 90% resolution rate within first interaction and maintaining positive customer relationships.
- Maintained 98% quality assurance score by adhering to company policies and procedures, providing accurate information, and delivering high-quality service to customers.
- Actively participated in organizational development initiatives like workshops or seminars, contributing valuable insights based on experience.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and organization.
Associate
Urban Company
11.2018 - 01.2020
- Responded to customer inquiries within 24 hours, exceeding service level agreements and ensuring prompt and satisfactory resolution.
- Actively participated in training sessions and quality improvement initiatives, contributing to 15% improvement in overall team performance.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Escalated complex or unresolved issues to higher-level support or management when necessary and ensuring timely resolution.
Seller Support Associate (Amazon)
Concentrix Daksh (Convergys India Pvt. Ltd.)
10.2015 - 11.2018
- Continuously exceeded performance expectations while maintaining excellent quality scores consistently throughout tenure.
- Served as liaison between sellers and internal departments, facilitating seamless communication during critical situations.
- Maintained accurate and detailed records of seller interactions, inquiries, and resolutions, ensuring compliance with company policies and procedures.
- Provided support in B2B Inbound Service Centre (Seller support) for (Amazon India), handling queries through email/chat and telephone.
- Maintained up-to-date knowledge of industry trends, ensuring accurate guidance was given to sellers regarding best practices.
- Streamlined processes for faster case resolution, resulting in increased customer loyalty.
- Utilized advanced problem-solving skills to identify root causes of seller issues and develop sustainable solutions.
Education
Bachelor of Technology - Computer Science
Kurukshetra University
Kurukshetra 04.2001 -
Skills
Power BI, SQL, HTML, C Language, Dashboard Creation
Microsoft Office 07/10/365 (Google sheets, Power Point, MS-Excel)
Production Planning
Quality Assurance
Operations Management
Customer Relations
Problem-solving abilities
Multitasking Abilities
Data Analysis
Analytical Thinking
Accomplishments
- Collaborated with the client in the development of chat process.
- Recognized as UC Champ for demonstrating exceptional performance and rewarded with company ESOP's worth 50k.
- Mentored and coached team of 55 agents in the peak season to optimize their performance and leverage chat tools effectively to deliver outstanding customer service.
- Reduced the contact rate which helped to save the cost from the support team.
Interests
Swimming and Singing
Listening to Music
Timeline
Operations Team Lead
Urban Company(Formerly UrbanClap)
04.2021 - 03.2024
Senior Associate
Urban Company
02.2020 - 03.2021
Associate
Urban Company
11.2018 - 01.2020
Seller Support Associate (Amazon)
Concentrix Daksh (Convergys India Pvt. Ltd.)
10.2015 - 11.2018
Bachelor of Technology - Computer Science
Kurukshetra University
04.2001 -