Bhupender Kumar
Mandi
Summary
Experienced with team leadership, operational management, and customer service excellence. Utilizes strategic planning and problem-solving skills to enhance team productivity and service quality. Track record of fostering collaborative and adaptable workplace. Customer-focused professional with successful 10 years career in BPO industry. Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant Manager
iEnergizer
05.2022 - Current
- Handling + 100 FLA with 5 Team Leads and 4 SME
- Assist in overseeing daily operations, including staff scheduling, inventory management, and customer service
- Train and mentor team members to ensure adherence to company policies and standards
- Collaborate with the manager to develop and implement strategies for improving productivity and profitability
- Resolve customer inquiries and complaints in a professional and timely manner
- Conduct performance evaluations and provide constructive feedback to team members
- Risk management, HR policy compliance adherence & SOX monitoring
- Ensure that the internal/external targets are met, and the team shows continuous improvement month (AHT, SL, SLA, C-SAT & follow-up adherence)
- Data collection and analysis of team performance parameters
- Coaching and feedback to mid-quartile and bottom-quartile agents
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Managed daily operations, delegating tasks appropriately to ensure smooth functioning of the facility.
- Reported issues to higher management with great detail.
- Trained and guided team members to maintain high productivity and performance metrics.
Assistant Manager
31Parallel Pvt. Ltd.
06.2020 - 12.2021
- Handling + 55 FLA with 2 Team Leads and 01 SME
- Effective performance planning for self and team, time management Coaching, and Feedback
- Handling escalations (client)
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Implemented staff training programs to elevate service standards and knowledge.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
Team Leader
31Parallel Pvt. Ltd.
04.2018 - 06.2020
- Handling + 25 FLA with 2 support staff for international travel customer service
- Effective performance planning for self and team, time management Coaching, and Feedback
- Handling C-SAT, A-SAT, NPS, Losses, and escalation
- Coordination between all the teams to ensure customer satisfaction with services/products
- Handling escalations of customers by phone or e-mail.
- Attrition and absenteeism management
- Team member performance management and identification of training opportunities
- 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.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Achieved project milestones ahead of deadlines, coordinating effectively with stakeholders and managing resources efficiently.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
- Conducted regular reviews of operations and identified areas for improvement.
SME
31Parallel Pvt. Ltd.
02.2017 - 04.2018
- Floor support 15 FLA with 1 support staff for international travel Post sales
- Maintain performance, productivity, and attendance
- Handling escalations of customers by phone or email
- Drive the team to achieve department targets
- Allocate work and prioritize
- Perform real-time monitoring
- Latest updates and the best way to resolve customer issues
- Project: MakeMyTrip.com & -Travelwings.com International E-Mails, chat
- Sales, Customer Service
- Devised and implemented processes and procedures to streamline operations.
- Generated reports detailing findings and recommendations.
Associate
Concentrix Daksh Services India Pvt. Ltd
03.2015 - 01.2017
- Customer Service (Voice)
- GDS & GAL expert
- Project: MakeMyTrip Post sales USA
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Increased customer satisfaction with thorough product demonstrations and personalized advice.
- Delivered energetic responses to customers and by telephone, going above and beyond to serve needs.
Associate
Serco Pvt Ltd
04.2014 - 02.2015
- Customer service
- Handling queries for postpaid customer
- Answered 100+ in a Day
- Project: Vodafone Post-Paid
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
Education
Bachelor Of Commerce - Accounting And Finance
VMSU
Sikkim05.2017
Skills
- Customer service
- Team leadership
- Decision-making
- Problem-solving
- Time management
- Customer relations
- Team building
- Recruiting and interviewing
- Strategic planning
- Business development
- Adaptability and flexibility
Certification
Sin sigma green Balt
Timeline
Assistant Manager
iEnergizer
05.2022 - Current
Assistant Manager
31Parallel Pvt. Ltd.
06.2020 - 12.2021
Team Leader
31Parallel Pvt. Ltd.
04.2018 - 06.2020
SME
31Parallel Pvt. Ltd.
02.2017 - 04.2018
Associate
Concentrix Daksh Services India Pvt. Ltd
03.2015 - 01.2017
Associate
Serco Pvt Ltd
04.2014 - 02.2015
Bachelor Of Commerce - Accounting And Finance
VMSU
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