Dynamic Team Coach at Teleperformance Global Service Pvt Ltd with a proven track record in performance coaching and team empowerment. Enhanced productivity through strategic task organization, achieving project milestones ahead of deadlines. Skilled in employee development and precision in analysis, fostering a culture of collaboration and continuous improvement.
Overview
6
6
years of professional experience
1
1
Certification
1
1
Language
Work History
Team Coach
Teleperformance Global Service Pvt Ltd
08.2023 - Current
Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Achieved project milestones ahead of deadlines, coordinating effectively with stakeholders and managing resources efficiently.
Senior Customer Service Executive
IEnergizer
08.2022 - 08.2023
Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.
Resolved issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
Collaborated with cross-functional teams to develop and implement policies that improved overall customer experience.
Responded to customer inquiries and queries to provide thorough and speedy resolutions.
Solved customer challenges by offering relevant products and services.
Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
Enhanced customer satisfaction with personalized product recommendations based on their needs and preferences.
Customer Satisfaction Manager
CapitalVia Global Research
11.2018 - 04.2022
Gathered insightful feedback from customers through regular surveys, using this information to drive strategic decisions aimed at improving overall satisfaction levels.
Nurtured strong relationships with customers by consistently providing exceptional service, resulting in increased referrals and positive word-of-mouth promotion for the company.
Reduced response times by implementing new support channels like live chat and social media engagement.
Mentored and coached team members on QA topics and strategies.
Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.
Education
Bachelor of Commerce
Bhopal School of Social Scinces
Bhopal, India
04.2001 -
MBA - Marketing & HR
Amity University
Noida, India
04.2001 -
Skills
Team Management
Accomplishments
Supervised team of 20 staff members.
Used Microsoft Excel for performance tracking spreadsheets which resulted in customer satisfaction.
Named “Coach of the Month” by the Teleperformance in November 2024.
Certification
. Operations Management Assessment
Timeline
. Operations Management Assessment
01-2025
Team Coach
Teleperformance Global Service Pvt Ltd
08.2023 - Current
Senior Customer Service Executive
IEnergizer
08.2022 - 08.2023
Customer Satisfaction Manager
CapitalVia Global Research
11.2018 - 04.2022
Bachelor of Commerce
Bhopal School of Social Scinces
04.2001 -
MBA - Marketing & HR
Amity University
04.2001 -
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