Apoorva Anand
Team Lead - Customer Service
Gurugram
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
10
10
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Team Lead - Customer Service
Reliance Brands Limited
10.2022 - Current
- Collect data/report at regular intervals (weekly, monthly, annually) using Power BI and performing analysis to improve team’s performances
- Creating/delegating a task list for the daily activities and ensuring they are achieved within deadlines
- Responsible for taking escalations which needs urgent attention
- Monitor team’s performance and report on metrics like AHT, Service level etc
- To mitigate any risk involved, performing risk assessment to avoid uncertainties in the process
- To oversee the budget plans and track expenses of the team
- Responsible for maintaining weekly roaster and managing breaks for the team
- Accountable for discovering training needs and to provide coaching whenever required
- Responsible for maintaining productivity, quality and targets of the team.
Expert Operations
JustAnswer.com
03.2021 - 10.2022
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- To perform KYC by asking the required information and documents from the experts.
- To prepare Power BI reports on weekly basis to track the performance of the team.
- Responsible for onboarding the experts of various categories like home appliances, doctors, engineers, etc.
- To assign the questions asked by the customer to the particular category, so that the expert could answer it.
Senior Associate
Clues Network Pvt Ltd
07.2017 - 02.2021
- To process the cases as per TAT, maintaining accuracy level and meeting the benchmarking cases as set within process.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Managed customer relations through communication and helpful interactions.
- Successfully resolved customer inquiries and complaints via government complaint portals, ensuring adherence to regulatory guidelines and maintaining high levels of customer satisfaction.
- Collaborated with cross-functional teams including legal, compliance, and customer service departments to ensure alignment in addressing complex complaints and regulatory inquiries.
- Proficiently managed a high volume of social media complaints across multiple platforms, ensuring timely responses and resolution to maintain brand integrity and customer satisfaction.
Senior Executive - Customer Support & Logistics
Zomato Pvt Ltd
01.2016 - 06.2017
- Proficient in managing the logistical operations of a food chain company, ensuring timely delivery of products to various distribution points.
- Coordinated with suppliers, warehouses, and transportation partners to maintain adequate inventory levels and meet customer demands.
- Managed transportation routes and schedules to minimize delivery delays and maximize efficiency.
- Proactively addressed logistical challenges and resolved issues to ensure seamless operations and customer satisfaction.
Practitioner
Concentrix Daksh Services Pvt Ltd
08.2014 - 11.2015
- Demonstrated exceptional written communication skills in responding to inquiries, resolving issues, and providing support via chat and email channels.
- Experienced in using various customer relationship management (CRM) systems and email platforms to efficiently handle and track customer interactions.
- Consistently maintained high-quality standards in written correspondence, ensuring clear, concise, and professional communication at all times.
- Managed a high volume of incoming chats and emails, prioritizing tasks effectively to meet service level agreements and exceed customer expectations.
- Skilled in identifying customer needs and providing accurate information, troubleshooting technical issues, and offering appropriate solutions in a timely manner.
- Collaborated with cross-functional teams to address complex customer inquiries and escalate issues as needed to ensure prompt resolution.
Education
Bachelors of Arts -
Himalayan Open University
Bachelor of Technology - ECE
Jayoti Vidyapeeth Women's University
04.2001 -
Class XII -
Creative Public School
Class X -
Sophia Secondary School
Skills
Operations Management
Performance monitoring
Coaching and Mentoring
Quality Control
Customer Focus
Stakeholder Management
Teamwork and Collaboration
Problem-Solving
People Management
Team motivation
Reference
As per request
Certification
Foundation of Project Management (By Google)
Timeline
Foundation of Project Management (By Google)
02-2024
Time Management Fundamentals
02-2024
Interpersonal Skills for Elite Leaders and Project Managers
01-2024
Team Lead - Customer Service
Reliance Brands Limited
10.2022 - Current
Expert Operations
JustAnswer.com
03.2021 - 10.2022
Senior Associate
Clues Network Pvt Ltd
07.2017 - 02.2021
Senior Executive - Customer Support & Logistics
Zomato Pvt Ltd
01.2016 - 06.2017
Practitioner
Concentrix Daksh Services Pvt Ltd
08.2014 - 11.2015
Bachelor of Technology - ECE
Jayoti Vidyapeeth Women's University
04.2001 -
Bachelors of Arts -
Himalayan Open University
Class XII -
Creative Public School
Class X -
Sophia Secondary School
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