Chakshika Chopra
Team Coordinator
Delhi
Summary
With 8.5+ years of experience in the field, I have a proven track record of maintaining quality assurance and customer satisfaction, with the ability to manage and help teams achieve goals, leveraging my understanding about the process & past experience of being a well rounded & professional team player.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Customer Care Executive
Convergys India Pvt Ltd
9 2014 - 3 2015
- Built strong relationships with customers through proactive follow-ups
- Provided timely updates to customers, ensuring they were well-informed throughout the process
- Created customer feedback surveys that provided insights to customer preferences and improved product development.
Technical Support Specialist
Teleperformance
09.2015 - 09.2016
- Provided technical support to the customers over the phone & via email, resulting in increase of customer satisfaction
- Troubleshoot technical issues and provide on-site technical support
- Provided support to team members as Subject Matter Expert for 5 months
- Helping lead with creating end of day reports by collaborating data from various trackers.
Collections Specialist
Encore Capital Group
09.2016 - 07.2018
- Established contact with customers in a timely and professional manner, resulting in an increase in customer satisfaction ratings
- Negotiated payment plans with customers, resulting in an increase in rate of successful payments
- Maintained accurate records of customer interactions and payment arrangements in accordance with company policy
- Utilized skip-tracing techniques to locate customers and successfully collect overdue payments
- Helping & training new team members with the laws & policies that were to be adhered to being a collections specialist
- Helping new team members in learning techniques resulting in increase of collection amount of the agent, team & the company.
Safety Team Coordinator
Airbnb Capability Center
11.2018 - Current
- Manage the day-to-day operations of team through driving key performance indicators on a team and individual level (productivity, quality, operational health).
- Trained & Coached new team members on safety process resulting in improvement of team's performance.
- Supervised multiple teams of 25+ team members in total, ensuring adherence to all metrics assigned by the management for the Safety Ambassadors, along with working towards my own scorecard.
- Helped team to develop and implement a safety workflows & strategies after understanding the Term Safety, with the help of Quality Team, Behavior Analysis Team & other Stakeholders.
- Motivated & helped teams to meet and exceed metrics expectations.
- Learned how to leverage the teams to improve outcomes and take action to meet goals
- Learned how to balance and prioritize the above based on seasonality and the needs of customers, team and Airbnb
- Participated in global projects inside & outside of the scope of my department, as assigned by my manager, submitted multiple Empower Ideas & KMs for the process & product improvement.
Education
Bachelor of Computer Application -
Maharshi Dayanand University
04.2011 - 05.2014
High School - undefined
Spring Days Senior Secondary School
03.2010 - 05.2011
MBA - Marketing Management And Research
Institute Of Management Technology
Ghaziabad, India 04.2001 -
Skills
Management skills
Staff education and training
Performance Improvement
Problem-Solving
Technical Support
Employee Evaluation
Complaint resolution
Ability to multi-task
Decision making
Conflict Management
Timeline
Safety Team Coordinator
Airbnb Capability Center
11.2018 - Current
Collections Specialist
Encore Capital Group
09.2016 - 07.2018
Technical Support Specialist
Teleperformance
09.2015 - 09.2016
Bachelor of Computer Application -
Maharshi Dayanand University
04.2011 - 05.2014
High School - undefined
Spring Days Senior Secondary School
03.2010 - 05.2011
MBA - Marketing Management And Research
Institute Of Management Technology
04.2001 -
Customer Care Executive
Convergys India Pvt Ltd
9 2014 - 3 2015