Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
Generic

ASHUTOSH KUMAR TRIVEDI

Senior Team Leader Operations
Gurugram

Summary

Senior Team Leader with 7.5+ years of total experience in managing customer service operations and driving exceptional team performance along with achieving and exceeding KPIs. Adept at implementing strategic initiatives to enhance service delivery and to contribute effectively to a forward-thinking organization.

Overview

8
8
years of professional experience
2
2
Languages

Work History

Customer Experience Sr. Team Leader

I-energizer
09.2024 - Current
  • Joined I-energizer in Samsung's (VOC) topmost escalation handling team on Client recommendation.
  • Currently working as senior Team leader for East, North & West region of India.
  • Doing review on cases-to-cases basis & approvals for customers queries like: Refund, Discount etc.
  • Handling Senior management escalations by interacting with Customers.
  • Support clients in preparing case studies to represent in front of top management.
  • Managing team of more than 17 people towards meeting KPIs.

Customer Experience Team Leader

Conneqt Business Solutions
05.2022 - 09.2024
  • Joined as senior escalation desk member for Samsung's (VOC) top most escalation & handled escalation of East, North & West region.
  • Got promoted as Team Leader in within an year.
  • Used to review on cases to cases basis & approvals for customers queries like: Refund, Discount etc.
  • Handled Senior management escalations by interacting with Customers.
  • Supported clients in preparing case studies to represent in front of top management.
  • Managed team of more than 15 people towards meeting KPIs.

Samsung Escalation Desk Team

I-energizer
09.2020 - 05.2022
  • Joined as senior associate then elevated as Escalation desk Team member.
  • Used to handle higher level escalation to provide appropriate resolution to customers.
  • Maintained all KPIs & other target's (CSAT, RESOLUTION RATE, FCR & Quality)

Flipkart Customer Experience Executive

Karvy Digiconnect
07.2018 - 09.2020
  • Worked for Flipkart project as escalation handler
  • Customer queries regarding return, order status & Technical awareness about various brand products.
  • Used to provide quick solution in less time as per KPIs.

Education

Bachelor in Technology - Computer Science

A.K.T.U
Kanpur
01.2018

Intermediate - Science

U.P. BOARD
Auraiya
04-2013

High School -

U.P. BOARD
Auraiya
04-2011

Skills

Communication skills

Microsoft Excel/ Word

Leadership & Motivation

Technical Knowledge about CE/ HHP Products

Problem Solving Abilities

Adaptability & Flexibility

Quality Management

Customer focus

Motivational skills

Hobbies

Love to pay cricket in outdoor Games & chess in indoor Games.

Timeline

Customer Experience Sr. Team Leader

I-energizer
09.2024 - Current

Customer Experience Team Leader

Conneqt Business Solutions
05.2022 - 09.2024

Samsung Escalation Desk Team

I-energizer
09.2020 - 05.2022

Flipkart Customer Experience Executive

Karvy Digiconnect
07.2018 - 09.2020

Bachelor in Technology - Computer Science

A.K.T.U

Intermediate - Science

U.P. BOARD

High School -

U.P. BOARD

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ASHUTOSH KUMAR TRIVEDISenior Team Leader Operations