Summary
Overview
Work History
Skills
Certification
.
Timeline
Generic
Apoorva Gosswamy

Apoorva Gosswamy

Hyderabad

Summary

To acquire a challenging position in the organisation which will best utilize my experience and skills.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Team Leader- Business Support Center

Randstad Global Capability Center
Hyderabad
02.2020 - Current
  • Coordinate and manage resources to ensure efficient operations
  • Successfully leading team of 10+ agents in last 2 years.
  • Conduct regular performance evaluations, offering constructive feedback and setting clear objectives.
  • Prepare detailed reports on team performance and service delivery metrics
  • Handled New Hire trainings and trained them on floor KPIs
  • Conduct Refresher training if required.
  • Liaise with other departments to solve complex customer queries at point of contact wherever appropriate
  • Analyse customer feedback, identifying areas for improvment and implementing effective solutions.

Customer Service Analyst

ADP Private Limited
Hyderabad
07.2010 - 01.2020
  • Handled inbound and outbound calls in resolving the customer’s queries for US Health insurance , UK and APAC payroll.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Proactively identifying issues that affect client / employee experience for resolution & escalate as appropriate.
  • Acting as a referral point for all associate queries and ensured they are addressed with utmost care.
  • Executed and performed the day to day resolutions of complex problems and escalated client complaints.
  • Maintain effectiveness when experiencing major changes in work or business environments.
  • Accurately logs-in all cases received via phone or e-mail into the case management system.
  • Uses procedures, policies, knowledge database and other reference materials to assist in answering inquiries. Ability to follow standard procedures and scripts.
  • Successfully use advance technical skills, advanced problem solving skills to investigate and resolve a wide variety of issues and requests
  • Worked with other internal departments to ensure cohesive integration and optimum customer results.
  • Ability to use rigorous logic and methods to solve the difficult problems with effective solutions.
  • Utilized strong analytical skills and product understanding to assist the clients.
  • Successfully Implemented motivational platforms and training program, which led to increased employee morale, and productivity.
  • Utilized excellent interpersonal skills, written and verbal communication talents.

Skills

  • Good communication and interpersonal skills
  • Willingness to learn and work in team environment maintaining integrity
  • Training and Development
  • Customer relationship management
  • Operational support
  • People Management

Certification

  • OWOW Lean Yellow Belt Certified
  • Leader Standard Work

.

I hereby declare that the above information provided is true to the best of my knowledge. 

Place: Hyderabad.                                                              (APOORVA GOSSWAMY)

Timeline

Team Leader- Business Support Center

Randstad Global Capability Center
02.2020 - Current

Customer Service Analyst

ADP Private Limited
07.2010 - 01.2020

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Apoorva Gosswamy