Akash Chouhan
Noida
Summary
Dynamic and results-driven professional with 2 years of diverse experience in the Fintech industry. Adept at delivering exceptional customer support and resolving complex issues as a Customer Support Executive, SME, and Tier 2 specialist. Proven leadership abilities demonstrated through a successful tenure as a Team Lead for the past year, managing and mentoring a high-performing team. Skilled in problem-solving, communication, and driving process improvements to enhance customer satisfaction and operational efficiency.
Overview
4
4
years of professional experience
Work History
Team Leader
iEnergizer Pvt Ltd.
Noida
12.2020 - Current
- Monitor team performance and provide regular feedback.
- Conduct regular team meetings to discuss performance, updates, and goals.
- Track and analyze key performance indicators (KPIs) to ensure team meets service level agreements (SLAs).
- Implement performance improvement plans for underperforming team members.
- Provide ongoing training and coaching to team members to enhance their skills and knowledge
- Identify training needs and coordinate with training departments to address them.
- Ensure high-quality customer service by monitoring calls and interactions.
- Provide constructive feedback and actionable insights to improve service quality.
- Implement quality improvement initiatives and best practices.
- Act as a point of contact for complex customer queries that require advanced problem-solving skills.
- Collaborate with other departments to resolve issues and ensure customer satisfaction.
- Identify areas for process improvement and implement changes to enhance efficiency and productivity.
- Participate in and contribute to process optimization projects.
- Prepare and present regular reports on team performance, achievements, and areas for improvement.
- Analyze data to identify trends and make informed decisions.
- Maintain accurate records of team activities and performance metrics.
- Recognize and reward team achievements and milestones.
- Maintain effective communication with clients to understand their needs and expectations.
- Ensure the team aligns with client requirements and delivers outstanding service.
- Address client concerns and feedback promptly.
- Ensure team adherence to company policies, procedures, and industry regulations.
Customer Service Representative
iEnergizer Pvt Ltd.
Noida
12.2020 - 06.2022
- Resolved customer complaints in a timely and effective manner, resulting in best customer satisfaction score
- Developed customer service scripts and procedures that improved customer service consistency and quality
- Trained and mentored new customer service representatives, resulting in an increase in customer service productivity
- Worked on tools like armdocs, Amazon Connect, Zendesk, Jira, Retool, Atlas and Onfido.
- Answered customer inquiries via phone, email, and chat.
- Resolved customer complaints promptly and efficiently.
Education
Bachelor of Arts - English Language And Literature
Sharda University
03-2021
High School Diploma -
St. Francis School
Shamli, Uttar Pradesh04-2018
Skills
- Report Generation
- Inbound and Outbound Calling
- Microsoft Office expertise
- Project management abilities
- Team Development
- Schedule Management
- Performance monitoring
- Trend tracking
- Coaching and Mentoring
- Quality Control
Languages
Hindi
First Language
English
Proficient (C2)
C2
Accomplishments
- Awarded as most performance driven Team Leader for six consecutive months.
Timeline
Team Leader
iEnergizer Pvt Ltd.
12.2020 - Current
Customer Service Representative
iEnergizer Pvt Ltd.
12.2020 - 06.2022
Bachelor of Arts - English Language And Literature
Sharda University
High School Diploma -
St. Francis School
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