Summary
Overview
Work History
Education
Skills
Certification
Languages
Websites
Timeline
Generic

Anurag Arya

JAIPUR

Summary

Dynamic leader with proven expertise in enhancing customer care operations at Teleperformance. Sales monitoring and team motivation have driven performance improvements and operational efficiency. Skilled in conflict resolution and customer satisfaction, consistently delivering results through strategic planning and quality control. Expert in technical support and customer service, fostering high satisfaction levels and operational excellence.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Assistant Manager Of Customer Care

Teleperformance
Jaipur
05.2024 - Current
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Analyzed data from surveys or feedback forms to identify opportunities for improvement.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Served as a liaison between staff members and senior management personnel.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Implemented quality control measures to uphold company standards.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Delegated work to staff, setting priorities and goals.

Customer Service Subject Matter Expert

Teleperformance
Jaipur
11.2022 - 05.2024
  • Designed procedures to enhance the consistency of customer service.
  • Delivered educational programs focusing on optimal customer service techniques.
  • Identified improvement areas through performance reviews.
  • Ensured operational compliance with established guidelines in the call center.
  • Examined client feedback for satisfaction trends.
  • Created detailed reports on customer inquiries, complaints, and suggestions.
  • Resolved complex customer issues by utilizing problem-solving techniques and product knowledge.
  • Implemented strategies to improve overall customer experience with the company's products and services.
  • Managed a team of 10+ customer service representatives while ensuring they adhere to all relevant policies and regulations.

Technical Support Representative

Teleperformance
Jaipur
09.2021 - 11.2022
  • Assisted customers with technical issues through various communication channels.
  • Addressed customer concerns regarding software and hardware.
  • Identified technical problems and implemented necessary solutions.
  • Documented client interactions and transaction history.
  • Pinpointed areas for enhancement within products and services.
  • Oversaw customer feedback to maintain high satisfaction levels.
  • Ensured compliance with company policies and procedures regarding technical support operations.
  • Proposed feature upgrades for better usability.
  • Used remote access methods to handle client system needs remotely.

Education

Bachelor of Computer Applications - Computer Applications Development

Rajasthan University
Jaipur

Skills

  • Sales monitoring
  • Performance reviewing
  • Team motivation
  • Promotional planning
  • Customer service and satisfaction
  • Customer service
  • Employee supervision
  • Microsoft office expertise
  • Compliance
  • Data analysis
  • Technical support

Certification

  • Foundations: Data, Data, Everywhere
  • Ask Questions to Make Data-Driven Decisions
  • Prepare Data for Exploration
  • Process Data from Dirty to Clean

Languages

Hindi
Native language
English
Proficient (C2)
C2

Websites

Timeline

Assistant Manager Of Customer Care

Teleperformance
05.2024 - Current

Customer Service Subject Matter Expert

Teleperformance
11.2022 - 05.2024

Technical Support Representative

Teleperformance
09.2021 - 11.2022

Bachelor of Computer Applications - Computer Applications Development

Rajasthan University

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Anurag Arya