ARPAN AWASTHI
Mohali
Summary
A dynamic & proactive professional with commendable experience and in-depth exposure to the entire spectrum of team Management, voice quality auditing, business development strategies & Customer Satisfaction. Currently Spearheading the task as a Team Leader with Tech Mahindra Pvt. Ltd (Process – ATT Fusion). Target oriented professional with proven managerial acumen backed by focused energies fostering business growth and target achievements. Excellent Relationship Management skills, articulate, combine strong business acumen with the ability to conceive profitable and efficient solutions utilizing technology. Industrious, thrives on a challenge while working effectively with all levels of management and the people therein. Diligent team builder with sound analytical skills of self defining performance parameters and ability to objectively evaluate results. Outstanding communication skills, verbal as well as written, good listener and a team player.
Overview
17
17
years of professional experience
Work History
Team Leader-Operations (International & Domestic)
Tech Mahindra Pvt. Ltd.
08.2018 - Current
- Currently Handling SA_COE Process (ATT-US Blended - Mail, Voice, Chat) as a Team Leader, taking care of US Clients helping them from on boarding till churn, all customer service, Service Assurance and customer satisfaction. Responsible for the assignment of fresh requests to the entire process, taking care of all sorts of Admin work too (Preparing Team Reports in terms of NPS, Performance, SLA, Attrition,Appreciation ,Attendance,Quality trackers),also ensure Tools activeness for new and old employees. Apart from this handling CCB (Customer Call Back) process to check if the services are working fine or not for the customer.
- Have handled BBRP (Billing Backlog Reduction Program) Process.
- Have Handled Mobility process and was responsible from On boarding the customer till Churn and provide customer service during their relationship with ATT process.
- Have Successfully Completed numerous studies based on Root Cause Analysis to highlight Gaps in Process, System and Advisor opportunities
- Handling Client Calibrations and ensuring accurate and updated information is cascaded to concerned LOB
- Keeping a check on quality by auditing calls of the team
- Accountable for achieving targets given by the Clients/Company
Team Leader
Intelenet Global Services Ltd.
09.2016 - 08.2018
- Have Handled Postpaid Desk in IGSL-Reliance Jio, Mohali, Punjab
- Trained New Hires for Postpaid desk (IGSL-Reliance Jio) to ensure smooth running of Product and Process.
- Responsible for Upselling and Customer Service
Sr. Team Leader
Pumasource Pvt. Ltd.
05.2015 - 09.2016
- Have handled the International Process (UK-Survey Process) and Sales Process(Sold freelancing product) (Domestic) in Pumasource Pvt.Ltd
Team Leader
Tata Business Support Services Pvt. Ltd.
08.2010 - 04.2014
- Topper in upselling the SPM ( Subscriber Preference Module) in Pan India.
- Have handled Premium, Technical, Dealer & Customer Service desk in Tata Business Support Services Ltd
- Have handled the C-SAT of Tata Business Support Services Ltd
- Also, analyzed data & keeping a check on Service and answering level of the desk in Tata Business Support Services Ltd
- Keeping a check on quality by auditing calls of the team
Quality Auditor
Tata Business Support Services Pvt. Ltd.
09.2009 - 08.2010
- Audited activities of workers on production lines and shipping and receiving.
- Compared quantity, quality and labeling of customer orders to check accuracy and completeness.
- Enhanced product quality by conducting thorough audits and identifying areas for improvement.
- Maintained a strong understanding of industry regulations and ensured company compliance through regular audits.
CSR
Tata Business Support Services Pvt. Ltd.
06.2008 - 09.2009
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
Education
B.A - Arts Education
D.A.V College
Chandigarh01.2007
CLASS XII - Arts Education
C.B.S.E
01.2004
Skills
- Teamwork and collaboration
- Decision Making
- Innovation and Ideas
- Negotiaion
- Problem-solving
- Attention to detail
- Team motivation
- Team supervision
- People management
- Staff training
Jobachievements
- Received multiple Bravo and Pat on the Back Rewards in Tech Mahindra Pvt. Ltd.
- 7 times Star performer of the month in Tata Business Support Services Ltd.
- Received Award for Top sales performer across India in session 2011-12 in Tata Business Support Services Ltd.
- Received Customer appreciations in IGSL (Reliance-JIO) & in Tata Business Support Services Ltd.
- Received Bravo Awards in Tech Mahindra Pvt. Ltd. And Appreciations.
Personal Information
Date of Birth: 03/18/85
Hobbies and Interests
- Cooking
- Traveling
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
Disclaimer
I hereby declare that the Information provided by me is the best of my knowledge.
Timeline
Team Leader-Operations (International & Domestic)
Tech Mahindra Pvt. Ltd.
08.2018 - Current
Team Leader
Intelenet Global Services Ltd.
09.2016 - 08.2018
Sr. Team Leader
Pumasource Pvt. Ltd.
05.2015 - 09.2016
Team Leader
Tata Business Support Services Pvt. Ltd.
08.2010 - 04.2014
Quality Auditor
Tata Business Support Services Pvt. Ltd.
09.2009 - 08.2010
CSR
Tata Business Support Services Pvt. Ltd.
06.2008 - 09.2009
B.A - Arts Education
D.A.V College
CLASS XII - Arts Education
C.B.S.E
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