Abhishek GB
Assistant Manager Customer Support
Bangalore
Summary
Dynamic team leader with a proven track record in optimizing departmental operations to achieve strategic goals. Expertise in aligning talent with roles that drive peak performance and fostering a culture of continuous improvement and operational excellence. Recognized for strong analytical and problem-solving skills, along with a commitment to building cohesive teams through effective motivation and support. Adept at cultivating positive customer relations and leveraging independent decision-making abilities to enhance overall company success while elevating employee engagement and performance.
Overview
11
11
years of professional experience
Work History
Assistant Manager
Concentrix Daksh Services Private Limited
Bengaluru, India
06.2023 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Led a cross-functional management project to enhance contact center performance, implementing workflow standardization, VSM and targeted training that delivered a reduction in Average Handle Time (AHT), Escalation Rate, and a decrease in agent errors.
Lead Quality
Concentrix Daksh Services Private Limited
Bengaluru, India
03.2019 - 06.2023
- I joined as a Senior Advisor in March 2019, and was promoted to Lead Quality in January 2021.
- Responsible for overseeing the quality assurance process within the team
- Conducted regular quality checks on customer interactions to ensure adherence to company standards
- Led training sessions for team members on quality improvement strategies
- Work with clients on improving the process of finding the root cause.
- Proven ability to learn quickly and adapt to new situations.
- Data analysis and management – Projects that impact processes and departments.
- Self-motivated, with a strong sense of personal responsibility.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Sr Customer Service Representative
Groupon
08.2017 - 06.2018
- Managed a team of customer service representatives, ensuring smooth operations and high customer satisfaction levels.
- Got promoted as off paper SME within 4 months of joining.
- Identified a loop hole in the system, where advisors were cherry picking tickets from the CSM tool to gain high CSAT score.
Sr E Service Associate
Hi-Power Support Center LLP
06.2016 - 07.2017
Social Media Executive
[24]7
03.2015 - 01.2016
Education
B.COM - Financial Accounting
Annamalai University
04.2001 -
Skills
Team management expertise
Expertise in quality assurance
Proficient in resolving complex issues
Strong communication skills
Quality audit experience
Operational efficiency management
Team morale enhancement
Recruitment and selection expertise
Skilled at managing multiple tasks
Optimistic mindset
Timeline
Assistant Manager
Concentrix Daksh Services Private Limited
06.2023 - Current
Lead Quality
Concentrix Daksh Services Private Limited
03.2019 - 06.2023
Sr Customer Service Representative
Groupon
08.2017 - 06.2018
Sr E Service Associate
Hi-Power Support Center LLP
06.2016 - 07.2017
Social Media Executive
[24]7
03.2015 - 01.2016
B.COM - Financial Accounting
Annamalai University
04.2001 -