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
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
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
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 -