Aman Raj
Senior Associate
New Delhi
Summary
Experienced and versatile professional in the BPO sector with over 4 years of practical experience. Known for delivering results and maintaining a strong focus on achieving objectives. Demonstrated ability to adapt to changing environments and efficiently handle diverse tasks. Adept at leveraging exceptional communication skills to build strong relationships with clients and colleagues.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Payment Support Guide
BT GLOBAL BUSINESS SERVICES PVT LIMITED
7 2022 - Current
- Taking initiative to drive the team to help and reduce failures by sharing feedback on the correct path to be followed.
- Taking care of the core collections, credit ratings by providing the suitable payment plan as per the customer's situation.
- Client calibrations every week, in order to align with the Onshore team in the UK.
- Sharing daily MOM, FCR audits, login hour management, regular discussion with the manager to enhance skills and grow in the captive unit.
Subject Matter Expert
Teleperformance
09.2021 - 05.2023
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
Customer Service Executive
Teleperformance INDIA PVT LTD
03.2021 - 07.2022
- Handle multiple customer inquiries via chat, ensuring accurate information and prompt issue resolution.
- Maintain comprehensive knowledge of products and services to offer tailored support and accurate information.
- Driving a number of KPIs, in which the major ones are NPS, AHT, FCR, and Quality Scores.
- Record and document interactions, customer feedback, and follow-up actions to ensure thoroughness and accountability.
- Adhere to company standards to ensure high-quality customer interactions and a positive experience.
- Collect and analyze customer feedback to identify trends and areas for product and service improvement.
Business Development Executive
BYJU's - The Learning APP
07.2020 - 02.2021
- Basic responsibility to produce sales from the leads.
- Mentor the students.
- To create strong rapport with the clients, generate the need for the course, and process the order with all the payment information.
Education
B-Tech -
Heritage institute of Technology
01.2016 - 12.2020
Skills
Leadership
Time Management
Communication proficiency
Team player
Sales and Retention
- MS EXCEL, MS Word, MS Powerpoint, CRM, SALESFORCE, EXPERIAN
People Management
Team Management
Data Analysis
Technical Skills
Certification
Jump Certified
Languages
ENGLISH
HINDI
BENGALI
BHOJPURI
Projects
DESIGN & FABRICATION OF MOTORIZED AUTOMATIC WHEEL CHAIR WITH EXOSKELETON ARM, 2019-07-01, 2020-07-31, This project deals with the study & fabrication of a PNEUMATIC POWERED EXOSKELETON ARM.
Training
BOSCH AUTOMOBILES, 2019-06-01, 2019-07-31, A Training program on vehicle system basic and new Technology in Diesel & Gasoline system.
Timeline
Subject Matter Expert
Teleperformance
09.2021 - 05.2023
Customer Service Executive
Teleperformance INDIA PVT LTD
03.2021 - 07.2022
Business Development Executive
BYJU's - The Learning APP
07.2020 - 02.2021
B-Tech -
Heritage institute of Technology
01.2016 - 12.2020
Payment Support Guide
BT GLOBAL BUSINESS SERVICES PVT LIMITED
7 2022 - Current
Jump Certified
Successful Career Development
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