Aditi Bhatia
Chandigarh
Summary
I am an experienced professional in BPO, with 5.25 years of experience as a CCE and assistant manager of customer care (AMCC). I possess strong analytical, problem-solving, and organizational skills and have successfully completed the TOPS training. Proactive and creative person with highly developed leadership and motivational skills.
Overview
3
3
years of professional experience
Work History
Assistant Manager, Customer Care
Teleperformance Pvt Ltd
Mohali
11.2023 - Current
- Promoted to Assistant Manager, Customer Care in November 2023.
- I have been working on NPS and AHT projects.
- I worked on a B2B project and started a new line of business.
- Managed the team, provided coaching, mentoring, and development.
- Supervised for quality customer service.
- Led team building and addressed performance concerns.
- Conducted performance improvement meetings.
- Taking client calls for new projects.
- I oversaw multiple lines of business, including chat, B2B email, voice, and back-office tasks.
- Coaching and monitoring the team leaders, SMEs, and agents, and acting as a bridge between teammates and the other departments.
- Participating in weekly reviews with clients and stakeholders.
- I have received the Best Assistant Manager award for February 24.
Customer Care Executive
Teleperformance Pvt. Ltd.
Mohali
06.2022 - 11.2023
- I started working at Teleperformance as a customer care executive.
- I worked with the T-Mobile process, where we needed to take 40% of calls and 60% of chats to resolve customer issues.
- I got promoted after six months as a subject matter expert to take care of the team.
- Provide training and mentor new people to address and resolve customer concerns.
- Aligned with the client's business requirements, along with taking client calls, to meet business KPIs and KRAs.
- As a CCE, I have received many awards and certificates.
- I have received multiple awards, i.e., the Best Employee of the Quarter Award, Attendance Champ of the Quarter, Sales Champ, and Compliance Champ.
- Resolution champion of the quarter.
Analyst
Eclerx
- After 9 months, I got promoted as an SME to take care of the aligned team
- Check the team's NPS, FCR, and sales parameters
- Mentoring new hires
- Take team's sessions and meetings for business requirements and deliver effective work
- Motivate teammates for best outcome
Customer Care Executive
Jenna sikho Pvt LTD
Chandigarh
- Suggested product/service improvements that increased customer satisfaction by providing good medical treatment
- Handling call and giving suggestions on call regarding the health and product benefits
- Make leads to convert into sales
Education
M.com -
Punjab University
06-2024
B.com -
Vidya Jyoti Eduvercity
Chandigarh06-2020
12th -
Chand Public School
Palampur04-2017
10th -
JNV
Jawahar Navodaya Vidyalaya04-2015
Skills
- Time management
- Team Leader
- Communication skills
- Leadership
- Team leadership
- Customer service and satisfaction
- Performance management
Languages
English
Timeline
Assistant Manager, Customer Care
Teleperformance Pvt Ltd
11.2023 - Current
Customer Care Executive
Teleperformance Pvt. Ltd.
06.2022 - 11.2023
Analyst
Eclerx
Customer Care Executive
Jenna sikho Pvt LTD
M.com -
Punjab University
B.com -
Vidya Jyoti Eduvercity
12th -
Chand Public School
10th -
JNV
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