Deepa Lama
Noida
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
10
10
years of professional experience
Work History
Assistant Manager
Woriox Services Private Limited
Noida
12.2022 - 07.2024
- Managing AM’s, CCE's, TL's and Asst
- TL's (total span of 70 agents) and work towards Process Excellence
- Ensuring to meet client expectation under COC policy.
- Handling 3 process : Patytm postpaid, Mobikwik Zip & IDFC which is a recovery process.
- Onboarding new employees with training and new hire documentation
- Lead, direct and manage outbound operations to ensure that the operations staff executes service agreements at, or above the customer's standards
- Helping employees develop additional skills and knowledge through staff development programmes, workshops and training sessions
- Guaranteed attainment of client expectations by executing weekly calibration sessions with Quality team, TL's and reviews with client
- Led and attended weekly internal team meetings for performance and quality, challenges, improvement and/or change opportunities, and employee morale
- Regularly inspecting work areas to identify areas of improvement
- Performing basic data analysis to understand frequently occurring problems, determine their cause and design solutions to prevent them from reoccurring
- Preparing standard operating procedures (SOPs), manual policy handbooks for future reference.
Assistant Manager
Konexions Backoffice Services Private Limited
Noida
08.2020 - 11.2022
- Managing CCE's, TL's and Asst TL's (total span of 50 agents) and work towards Process Excellence
- Worked with CITI Bank process as a Assistant manager
- Streamlining the process workflow by identifying inefficiencies and implementing target improvements
- Onboarding hiring and training employees and managing quality assurance programs
- Work on Optimization project to align work processes for the Credit and Collections department Pan India
- Handling escalated calls or supervisor calls to avoid any loss mitigation or escalation
- Evaluating customer's financial situation and to negotiate for full payment or build rapport with customers for repayment of account
- Analyzing customer's financial situation and to made recommendations on workout options to resolve delinquency
- Recognizing and monitoring overdue credit card accounts using different modes i.e
- Predictive, Preview or Manual mode
- Responsible for Pan India all buckets between 0-5
- Providing Pan India RF% projections to client on daily basis.
Team Leader - Operations
Konexions Backoffice Services Private Limited
Noida
03.2018 - 07.2020
- Worked with Airtel Email process as Team Leader.
- Supervising and managing team of 30 agents, including their performance, productivity and adherence to business regulations and procedures
- Monitoring agent wise performance such as their quality scores, average handling time, CSAT parameter
- Conducting coaching and training session for agents to enhance their skills, product knowledge and customer support capabilities
- Assigning task to team members according to each agents capabilities and setting a target of achievement
- Auditing calls and giving feedback to the agents for further improvement.
Assistant Team Leader
I-Energizer Private Limited
Noida
08.2016 - 02.2018
- Worked with Naaptol Process as Team leader.
- Managed total team span of 25 CCE's Maintained a positive work environment that promoted collaboration between team members.
- Assisted team leader in managing daily operations, delegating tasks and monitoring performance.
- Provided guidance to team members on various aspects of their job roles.
- Ensured that all team members were aware of their responsibilities and deadlines for completion of tasks.
- Provided technical support to team members when needed.
- Utilized problem-solving skills when dealing with difficult situations or customer complaints.
- Implemented changes based on feedback from senior management or customers.
- Trained new employees on operational procedures.
Senior Customer Service Representative
I-Energizer Private Limited
Noida
12.2015 - 08.2016
- Handle inbound calls for customers and help customers in placing order Naaptol Online Services Pvt Ltd
- Handle complaint calls
- Generating sales leads that develop into new customers
- Identifying and assessing customers needs to achieve satisfaction
- Leveraged strong negotiation skills to maximize profit margins while maintaining exceptional customer service standards
- Collaborated with cross-functional teams to develop innovative solutions that met customer requirements, resulting in higher customer satisfaction
- Managed complex sales cycles, navigating various decision-makers within organizations to secure successful deals.
Customer Service Representative
Homeshop 18 Private Limited
Noida
08.2014 - 11.2015
- Help customers to understand product being aired on home channel and handle customer concerns
- Managed pipeline efficiently, prioritizing tasks according to urgency/importance while maintaining focus on long-term objectives
- Mentored junior sales representatives, providing ongoing coaching to improve their performance
- Negotiated contract terms with clients, securing favorable conditions for both parties while maximizing profitability
- Was part of Employee Fun committee.
- Provided exceptional customer service to ensure customer satisfaction.
- Provided accurate information about products and services to customers.
- Developed positive relationships with customers through friendly interactions.
Education
B.Com ( Hons ) - Commerce
Dhirendra Mahila P.G College
Varanasi05.2014
Intermediate - Commerce
Kendriya Vidyalaya, DLW, Varanasi
Varanasi04.2011
High School Diploma -
Kendriya Vidyalaya No - 4, DLW, Varanasi
Varanasi05.2009
Skills
- Process Excellence
- Onboarding
- Training and Development
- Quality Assurance
- Data Analysis
- Standard Operating Procedures (SOPs)
- Workflow Streamlining
- Optimization
- Escalated Calls Handling
- Negotiation
- Delinquency Resolution
- Credit Card Account Monitoring
- RF% Projections
- Team Leadership
- Performance Monitoring
- Coaching and Training
- Auditing
- Customer Support
- Customer Acquisition
- Objection Handling
- Inbound Call Handling
- Complaint Handling
- Customer Needs Assessment
- Collaboration
- Pipeline Management
- Mentoring
- Contract Negotiation
- Employee Engagement
- Virtual Training
- Debt Recovery
Timeline
Assistant Manager
Woriox Services Private Limited
12.2022 - 07.2024
Assistant Manager
Konexions Backoffice Services Private Limited
08.2020 - 11.2022
Team Leader - Operations
Konexions Backoffice Services Private Limited
03.2018 - 07.2020
Assistant Team Leader
I-Energizer Private Limited
08.2016 - 02.2018
Senior Customer Service Representative
I-Energizer Private Limited
12.2015 - 08.2016
Customer Service Representative
Homeshop 18 Private Limited
08.2014 - 11.2015
B.Com ( Hons ) - Commerce
Dhirendra Mahila P.G College
Intermediate - Commerce
Kendriya Vidyalaya, DLW, Varanasi
High School Diploma -
Kendriya Vidyalaya No - 4, DLW, Varanasi
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