Amit Kumar Gupta
Delhi
Summary
Dynamic Assistant Manager at CARS24 with proven expertise in performance monitoring and team management. Successfully enhanced customer satisfaction through effective resolution strategies and process improvements. Skilled in data analysis and Microsoft Office Suite, I foster a culture of continuous improvement, driving team success and operational excellence.
Overview
14
14
years of professional experience
Work History
Assistant Manager
CARS24
12.2024 - Current
- Supervised daily operations of customer service team to achieve service excellence and compliance.
- Handled escalated customer queries and complaints, ensuring timely and effective resolutions.
- Monitored key performance indicators (KPIs) including CSAT and SLA adherence to enhance team performance.
- Assisted in training and evaluating customer service representatives to uphold high-quality service delivery.
- Collaborated with internal departments to address recurring customer pain points and improve journeys.
- Developed process improvements to increase efficiency and elevate customer satisfaction.
- Prepared performance reports for senior management with actionable insights on a regular basis.
- Conducted team huddles and one-on-one sessions to align goals and motivate team members.
Team Leader
Lenskart
Delhi
02.2018 - 12.2024
- Managed a team of 15 to 18 Customer Service Representatives, consistently exceeding key performance metrics.
- Developed and maintained reports on Key Performance Indicators for performance tracking.
- Monitored call volume and maintained daily records to assess team productivity.
- Facilitated resolution of customer complaints for Lenskart stores and online services.
- Conducted team sessions focused on enhancing productivity and results.
- Shared daily reports on Average Handling Time, calls answered, and resolved tickets.
- Tracked break reports for inbound and outbound processes to optimize efficiency.
- Collaborated with chat teams to ensure rapid resolution of customer inquiries.
- Established clear expectations for employees, providing guidance when needed.
- Fostered a culture of continuous improvement, encouraging innovation and efficiency.
- Established clear team goals aligned with company objectives, tracking progress regularly.
- Led a team of XX individuals in achieving quarterly sales targets, exceeding goals.
Senior Executive - Customer Care
Delhivery Logistics Pvt. Ltd.
Gurugram
03.2017 - 11.2017
- Resolved inbound queries and provided order delivery information efficiently.
- Shared daily call reports with reporting manager for performance tracking.
- Assumed ownership of processes as Workforce Management executive.
- Handled escalations from other agents to ensure customer satisfaction.
- Mentored colleagues by overseeing complete process twice weekly.
- Facilitated communication between different departments resulting in improved collaboration among teams.
- Resolved customer inquiries and complaints requiring management-level escalation.
Customer Resolution Specialist
Snapdeal
12.2014 - 07.2017
- Analyzed agent mistakes and provided constructive feedback to enhance service quality.
- Resolved customer complaints related to products, ensuring timely solutions.
- Maintained daily tracking of customer interactions and follow-ups for improved engagement.
- Communicated daily data updates to team leads to support decision-making.
- Coordinated with team leads and department heads for effective issue resolution.
- Forwarded bulk data to relevant teams to expedite complaint resolutions.
- Gathered feedback on Snapdeal’s products and services to identify improvement areas.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Care Executive
iEnergizer
06.2012 - 12.2012
- Managed inbound calls from customers of India Times Shopping Website.
- Resolved queries and complaints with effective solutions.
- Provided shipping and delivery details through email communications.
- Updated customer records in software for accurate tracking.
- Achieved top 10 ranking in quality of work among peers.
Marketing Executive
Just Dial Ltd.
10.2011 - 06.2012
- Cultivated positive brand awareness of JD among new prospective clients.
- Engaged various business establishments to demonstrate benefits of Just Dial services.
- Contacted customers to promote service offerings and drive sales.
- Explained service advantages and features to generate customer interest.
- Conducted outreach in assigned territory, visiting diverse business establishments.
- Documented comprehensive details of customer businesses for effective pitching.
- Converted prospects into customers by presenting Just Dial value propositions.
- Addressed customer inquiries regarding offered services to enhance satisfaction.
Education
Bachelor of Commerce -
School of Open Learning, University of Delhi
Delhi12.2011
Senior Secondary School Certificate Equivalent -
Premchand Sarvodaya Bal Vidyalaya, C.B.S.E.
Delhi07.2007
Senior School Certificate Equivalent -
Florence Public School, C.B.S.E.
Delhi03.2005
Skills
- GNIIT certification
- Performance monitoring
- Team management
- Data analysis
- Microsoft Office Suite
- Word processing
- Spreadsheet management
- Presentation design
Personal Information
- Date of Birth: 04/02/90
- Nationality: Indian
Hobbies and Interests
- Online Shopping
- Computer Games
- Internet Surfing
Personal Competencies
- Ability to work in a fast-paced environment to set deadlines
- Excellent oral and written correspondence with an exceptional attention to detail.
- Enthusiastic self-starter who contributes well to the team.
- Easily adaptable to any environment.
Other Skills And Certificates
GNIIT from NIIT South Extn., Microsoft XP Applications (Word, Excel, Office, PowerPoint, Outlook) - Intermediate, Adobe Photoshop – Intermediate, Native Tongue, Basic (Reading and Writing Skills)
Accomplishments
- Received recognition and rewards for consistent, excellent performance
Languages
Hindi
First Language
English
Advanced (C1)
C1
Timeline
Assistant Manager
CARS24
12.2024 - Current
Team Leader
Lenskart
02.2018 - 12.2024
Senior Executive - Customer Care
Delhivery Logistics Pvt. Ltd.
03.2017 - 11.2017
Customer Resolution Specialist
Snapdeal
12.2014 - 07.2017
Customer Care Executive
iEnergizer
06.2012 - 12.2012
Marketing Executive
Just Dial Ltd.
10.2011 - 06.2012
Bachelor of Commerce -
School of Open Learning, University of Delhi
Senior Secondary School Certificate Equivalent -
Premchand Sarvodaya Bal Vidyalaya, C.B.S.E.
Senior School Certificate Equivalent -
Florence Public School, C.B.S.E.
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