Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
Generic

Bhavesh Yadav

Queue Manager
New Delhi

Summary

Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.

Overview

3
3
years of professional experience
3
3
Languages

Work History

Queue Manager

Outlier AI
01.2025 - Current
  • Managed and motivated employees to be productive and engaged in work.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Monitored project quality by conducting regular audits, and offering timely feedback to uphold high standards.
  • Collaborated with the project delivery team to improve training courses, project instructions, and onboarding materials for new team members, ensuring smooth transitions and easier project understanding.
  • Independently identified and resolved issues impacting task allocation or completion, including reassigning work due to platform issues or technical glitches, to meet project timelines.
  • Addressed issues with underperforming contributors, including issues such as spamming, offensive behavior, and low engagement, to maintain work integrity.


AI Trainer – Languages

Remotasks
07.2024 - 01.2025


  • Developed polished visualizations to share results of data analyses.
  • I worked on various Hindi projects to train generative AI models.
  • Training a model to carry out translation from Hindi Devanagari to Hindi Latin.

Senior Customer Care Professional

American Express
10.2023 - 05.2024
  • Maintained up-to-date knowledge of product and service changes.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Navigated multiple computer systems and applications to find information.
  • Developed customized solutions to address unique customer needs, resulting in increased loyalty and retention.
  • Maintained comprehensive knowledge of company policies, procedures, and product offerings to provide accurate information to customers.
  • Handled inquiries from small business owners regarding their credit card accounts while maintaining confidentiality of financial information.
  • Resolved customer questions and issues promptly and effectively, ensuring customer satisfaction and account security.
  • Identified upselling opportunities based on caller profiling and pitched relevant products/services.
  • Proactively addressed customer concerns to prevent negative impacts on accounts.
  • Managed multiple accounts per day while meeting company standards and delivering superior customer service.

Senior Quality Analyst

Concentrix
05.2022 - 08.2023
  • Participated in departmental meetings to establish short- and long-term strategy.
  • Developed customized training materials for new hires, promoting rapid onboarding without compromising attention to detail or adherence to quality guidelines.
  • Collected and analyzed data to measure effectiveness of quality control processes.
  • Conducted quality audits to evaluate adherence to standard operating procedures (SOP) and identified potential errors.
  • Developed solutions to address identified concerns and improve overall quality.
  • Provided feedback and training to staff on quality assurance principles and best practices.
  • Collaborated with cross-functional teams to ensure compliance with quality standards.
  • Cross-trained and served as a backup for other managers, ensuring smooth operations.
  • Reported problems and concerns to management.

Education

Bachelor of Arts -

Delhi University
New Delhi, India
01-2021

Skills

  • Team leadership

  • Operations management

  • Strategic planning

  • Decision-making

  • Performance management

Accomplishments

  • Supervised team of 60 contributors.

Interests

Fitness and Meditation
Automobile Enthusiast
Team work

Timeline

Queue Manager

Outlier AI
01.2025 - Current

AI Trainer – Languages

Remotasks
07.2024 - 01.2025

Senior Customer Care Professional

American Express
10.2023 - 05.2024

Senior Quality Analyst

Concentrix
05.2022 - 08.2023

Bachelor of Arts -

Delhi University

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Bhavesh YadavQueue Manager