Shubham Bajaj
Gurgaon
Summary
To secure a challenging position in a reputable organization to expand learning, knowledge, and skills. Secure a responsible career opportunity to fully utilize training and skills, while making a significant contribution to the success of the company.
Overview
5
5
years of professional experience
Work History
Team Leader
Sitel/Foundever
10.2023 - Current
- Supervised and managed a team of 60 members, providing guidance and support to ensure high levels of productivity and morale.
- Led daily stand-up meetings to review progress and set priorities, ensuring alignment with project goals.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Quality Analyst (Training & Quality)
Sitel/Foundever
02.2023 - 10.2023
- Conduct Weekly Calibration Sessions with call center team leaders to develop scoring consistency and best practices
- Conducting (6 audit/ agent) live audits of Bottom Quartile (BQ) agents in order to make them transact and correct mistakes in real time
- Conducting 2 Quality Sessions every Week in order to calibrate and gain more understanding between process and knowledge
- Writes fundamental documentation (Legends) in a clear, concise manner and according to standards
- Publishing the Daily Quality Report (DQR) on a daily basis among the operations and managers
- Conduct Weekly/Monthly review sheet of the process and present it to the clients along with the managers.
Quality Analyst (Training & Quality)
MattsenKumar
05.2021 - 08.2022
- Conduct Weekly Calibration Sessions with call center team leaders to develop scoring consistency and best practices
- Implement 1-2 Clash cases as per scenario and call recording and judging the credits
- Created and revised procedures, checklists and job aids to reduce errors.
- Conducting (4 audit/ agent) live audits of Bottom Quartile (BQ) agents in order to make them transact and correct mistakes in real time
- Analyzed quality and performance data to support operational decision-making.
- Conducting 1 Quality Sessions every Monday in order to calibrate and gain more understanding between process and knowledge
- Operate 80 Hygiene audits on the basis of call duration in order to get clarification of not interested customers
- Publishing the Daily Quality Report (DQR) on a daily basis among the operations and managers
- Conduct Weekly/Monthly review sheet of the process and present it to the clients along with the managers.
Associate Sales Consultant (Operations)
Policy bazaar
03.2019 - 08.2020
- Analyzing customer's requirements and suggesting to him/her the best policy as per their requirements
- Managed approximately 30 incoming calls per day from customers.
- Escalating the request to change the details of the policy
- Analyzing the pain point of the customer and accordingly suggesting to them the best possible alternative available
- Publishing work report for team to reporting manager
- Collaborated with marketing team to develop targeted promotional materials for prospective clients.
- Evaluated performance metrics regularly, identifying opportunities for personal development and career advancement.
- Trained new hires on sales techniques and company procedures, ensuring their readiness for the role.
Education
MBA - Marketing
HIMT
Rohtak05.2022
B. Com - Marketing
HIMT
Rohtak05.2016
Skills
- Team Leadership
- Performance Management
- Conflict Resolution
- Decision Making
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Power BI
Accomplishments
- Awarded with Best Employee of the organization in 2019.
- Bestowed with the Highest salesperson among all the team members three times in a row.
- Awarded with the best Quality Analyst as with the total 99.78% accuracy.
- Awarded by the Accuracy Specialist with 0% variance in ATA errors.
- Awarded with BQ Runner Up, with my team having 100% transacted in less than 2 weeks.
Personal Information
- Father's Name: Sandeep Bajaj
- Date of Birth: 08/23/99
- Marital Status: Single
Disclaimer
I, the undersigned, certify that to the best of my knowledge and belief, this CV correctly describe myself, my qualifications, and my experience.
Timeline
Team Leader
Sitel/Foundever
10.2023 - Current
Quality Analyst (Training & Quality)
Sitel/Foundever
02.2023 - 10.2023
Quality Analyst (Training & Quality)
MattsenKumar
05.2021 - 08.2022
Associate Sales Consultant (Operations)
Policy bazaar
03.2019 - 08.2020
MBA - Marketing
HIMT
B. Com - Marketing
HIMT
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