Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Accomplishments
Timeline
Generic
ABHISHEK VERMA

ABHISHEK VERMA

Delhi

Summary

Energetic and performance-driven Customer Service Manager with 6 years of experience leading teams and overall 12 years of experience. Improving performance, identifying opportunities, and successfully defusing the toughest clients in a call center. Excellent written/verbal communication and interpersonal skills and the ability to respectfully interface with executives from various departments and divisions.

Overview

12
12
years of professional experience

Work History

Manager (Client Servicing)

Shypmax
Gurgaon
11.2020 - Current
  • Managing a team of 15 customer service personnel with an Assistant team leader.
  • Managing 4 LOBs (Inbound Calls, Outbound Calls, Emails, Chats and Social Media Escalation Team)
  • Manage the flow of day-to-day operations of the team and make sure all the missed calls have been dialed and all the mails are answered on a daily basis.
  • I coordinate with the other departments to get the customer's escalations resolved on top priority.
  • Regular cross functions meetings to fill the process gaps and make sure escalations are getting addressed on priority.
  • Taking care of process performance.
  • Ensure that the highest quality of customer service is delivered at all times.
  • Working on process improvement to minimize the pain area of the customers as well as the team members.
  • Make SOPs for CS.
  • Providing daily direction and communication to the team members so that customer service calls are answered in a timely, efficiently and knowledgeable manner.
  • Providing continual evaluation of processes and procedures.
  • Responsible for suggesting methods to improve area operations, efficiency.
  • Providing statistical and performance feedback and coaching on a regular basis to each team member.
  • Resolving employee relation issues expressed by team members.
  • Ensuring team members have appropriate training and other resources to perform their jobs.
  • Creating and maintaining a high-quality work environment so team members feel motivated to perform at their highest level.
  • Addressing disciplinary and performance problems according to company policy.
  • I make sure all the tools as Freshdesk, Ameyo and Freshchat are running smoothly, so that we can deliver the best calls, emails and chat quality to the customers.
  • In case of any issue with the third party portals I directly coordinate with the RMs and get the issue fixed.
  • Maintain process dashboard.
  • Prove process training to the new team members.
  • Second level screening in the hiring process.

Team Lead (Client Servicing)

Shyplite
Gurgaon
11.2020 - Current
  • Managed a team of 24 customer service personnel. (Inbound Calls, Outbound Calls, Emails, Chats and Social Media Escalation Team).
  • Train new hires and work closely with new team members to instruct them about the process.
  • Manage the flow of day-to-day operations of the team and make sure all the missed calls have been dialed and all the mails are answered on a daily basis.
  • Ensure that the highest quality of customer service is delivered.
  • Providing daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
  • Providing continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and seller to the customers.
  • Providing statistical and performance feedback and coaching on a regular basis to each team member.
  • Responding to and resolving employee relations issues expressed by team members.
  • Ensuring team members have appropriate training and other resources to perform their jobs.
  • Addressing disciplinary and performance problems according to company policy.

Team Leader (Customer Support)

Limeroad.com
Gurgaon
07.2015 - 11.2020
  • Managed the entire Customer Support Voice for 8 months and directly reporting to our VP
  • I have taken care of hiring, GSR and process metric
  • Controlled logistic (Forward Delivery & Reverse Pickup)
  • Managed team of 13 agents
  • Providing daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
  • Providing continual evaluation of processes and procedures
  • Responsible for suggesting methods to improve area operations, efficiency and service to the customers
  • Providing statistical and performance feedback and coaching on a regular basis to each team member
  • Responding to and resolving employee relations issues expressed by team members
  • Ensuring team members have appropriate training and other resources to perform their jobs
  • Creating and maintaining a high-quality work environment so team members feel motivated to perform at their highest level
  • Addressing disciplinary and performance problems according to company policy
  • Prepare warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required
  • Managing and monitoring staff attendance
  • Making Roster
  • Assisting the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, scheduling and reward & recognition programs
  • I have taken care of the reselling project with a team of 10 executives
  • I took care of the Assisted Buying Chat Process also.

Customer Care Executive

Jabong.com
Gurgaon
12.2013 - 07.2015
  • I used to make outbound calls to retain the customer in case of delay in dispatch of the order, return of the order (Suggesting exchange)
  • Make Feedback and welcome calls to first time users
  • If a customer is facing any issue to place a new order, I used to call the customer to guide him/her to place an order
  • Call the customers to acknowledge their feedback on the website.

Customer Care Executive

Home Shop 18 (Magus Customer Dialog Pvt Ltd.)
Noida
08.2012 - 12.2013
  • I used to answer customer's post and pre-sales queries and complaints
  • Convert a query into sales.

Sales Executive

I Energizer
Noida
11.2011 - 08.2012
  • I Used to answer inbound calls to help them with their queries and convert into sales calls.

Education

Skills

  • Very good team management and ability to work under pressure
  • Escalation Management
  • Ameyo
  • C-Zentrix
  • Exotel
  • Freshdesk
  • Zendesk
  • Freshchat
  • MS Office
  • Strong written and verbal communication skills with the ability to communicate effectively
  • The ability to resolve conflict calmly and professionally
  • Willing to learn and adapt to new opportunities and challenges
  • Focused on customer satisfaction
  • Energetic work Attitude
  • Active listening Skills
  • Good Communication and Interpersonal Skills

Personal Information

  • Date of Birth: 3rd Dec 1990
  • Marital Status: Married

Languages

English & Hindi

Accomplishments

  • I was awarded with reward and recognition 5 times in my current organization.

Timeline

Manager (Client Servicing)

Shypmax
11.2020 - Current

Team Lead (Client Servicing)

Shyplite
11.2020 - Current

Team Leader (Customer Support)

Limeroad.com
07.2015 - 11.2020

Customer Care Executive

Jabong.com
12.2013 - 07.2015

Customer Care Executive

Home Shop 18 (Magus Customer Dialog Pvt Ltd.)
08.2012 - 12.2013

Sales Executive

I Energizer
11.2011 - 08.2012

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ABHISHEK VERMA