Bharti Bharti
New Delhi
Summary
Assistant Manager in Customer Service at Teleperformance Global with a strong record of improving productivity and operational efficiency. Demonstrated expertise in conflict resolution and team leadership, driving high levels of customer satisfaction. Proven ability to analyze performance metrics and implement strategies that enhance service delivery. Achievements include significant improvements in customer satisfaction rates and fostering effective team collaboration.
Overview
4
4
years of professional experience
Work History
Senior Associate
WNS Global Services
08.2024 - Current
- Trained and supported new team members, promoting a collaborative culture.
- Collaborated with cross-functional teams to ensure timely completion of complex projects.
- Mentored junior associates to enhance professional development and achieve potential.
- Resolved customer issues promptly, boosting service success rates.
- Managed approximately 20 chats and 10-15 calls daily, ensuring accurate message recording.
- Analyzed project requirements to increase client satisfaction through high-quality deliverables.
Assistant Manager, Customer Service
Teleperformance Pvt. Ltd.
09.2021 - 07.2024
- Successfully promoted from Customer Service Executive to Assistant Manager, Customer Care (AMCC).
- Led and managed a team of customer service representatives, ensuring high standards of service delivery and operational efficiency.
- Oversaw multiple high-priority tasks, coordinating efforts to meet stringent deadlines, and exceed client expectations.
- Consistently achieved top performance metrics, contributing to the overall success and growth of the CaptionCall process.
- Fostered a collaborative and motivated team environment, driving continuous improvement and excellence in service.
- Customer Service Executive, CaptionCall Process
- Delivered outstanding customer service, handling captioning services for CaptionCall clients in the U.S. with precision and professionalism.
- Maintained high accuracy and speed in captioning, ensuring customer satisfaction, and adherence to service quality standards.
- Demonstrated strong problem-solving skills, and a proactive approach to resolving customer issues.
- Collaborated effectively with team members and management to enhance service processes and achieve performance goals.
- Trained new team members on customer service protocols.
- Managed day-to-day operations of the Customer Service department.
- Conducted regular performance reviews with team members to ensure quality standards are met.
- Monitored phone calls to provide feedback and coaching.
Education
Computer Application (BCA) - Computers
IGNOU
New Delhi06.2013
High School Diploma - CBSE
Lions Public School
Jharkhand03.2010
Skills
- International sales support
- Team leadership and supervision
- Complaint resolution expertise
- Report preparation
- Customer service proficiency
- Query handling
- Effective communication
- Training and mentoring
- Performance monitoring
Languages
English
Proficient (C2)
C2
Bengali
Advanced (C1)
C1
Accomplishments
Winner in Inter college debate competition
Hobbies and Interests
- Zeal for learning new things
- Reading books
SKILLS
- Excel
Contact
- E-mail: nisha.prasad1992@gmail.com
- Phone: (+91)- 9919705292
Personal Information
Timeline
Senior Associate
WNS Global Services
08.2024 - Current
Assistant Manager, Customer Service
Teleperformance Pvt. Ltd.
09.2021 - 07.2024
Computer Application (BCA) - Computers
IGNOU
High School Diploma - CBSE
Lions Public School