Dheeraj Soni
Mansarovar,RJ
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure Team Leader position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
2
2
years of professional experience
Work History
Team Leader - CRM Operations
Teleperformance
10.2023 - 04.2024
- Directing, Controlling and Managing Performance of the Team, communicating and completing transactions for customers.
- Taking complete ownership of the aligned team's performance on CSAT, Quality, etc.
- Monitoring adherence of SLAs for the team specified by the client/process for TAT, Quality, Productivity and Attendance.
- Cascading any important updates or information to the team in pre-shift briefings.
- Monitoring Calls and providing "Timely" feedbacks agreed with Clients/Operations.
- Conducting Quality audits on weekly basis and drawing up action plans for advisors requiring coaching and development to achieve desired performance levels.
- Ensuring efficient leave management for the Team.
- Ensuring real time delivery support (assigned CPAs) with Workforce Management.
Customer Service Representative Mentor
Teleperformance
05.2023 - 10.2023
- Responsible for Live Training for the newly hired CSAs wherein Mentor would have to provide suggestions guidance on Email Drafting, researching process in SOPs in regards to Customer Queries.
- Checking and approving CSAs responses before they are sent to customers.
- Taking Team Huddles on a daily basis pre and post shift.
- As a mentor, would have to lookout for any disputes among the batches consisted of 25-30 CSAs weekly.
Customer Service Representative
Teleperformance
07.2022 - 05.2023
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Education
Bachelor of Arts - Statistics, Economics, Public Administration
S.S Jain Subodh PG Autonomous College
Jaipur10.2021
Senior Secondary - Mathematics, Accountancy, BusinessStud, Economics
Cambridge Court High School
Jaipur, India05.2017
Skills
- Team Management
- Customer Support
- Data-driven decision-making
- Customer Retention Strategies
- Database Management
- Strategic Planning
- Computer Proficiency
- Adaptability
- Problem-solving abilities
- Time Management
- Industry Trends
- Written Communication
- Interpersonal Skills
- Organizational Skills
- Team Leadership
- Problem-Solving
- Task Prioritization
- Multitasking Abilities
- Team Collaboration
- Effective Communication
- CRM Software
- Team building
Accomplishments
- Supervised team of [35] staff members.
- Won Team Leader for the Month of January 2024.
- Won COA ( Certificate of Achievement) for charting th SLAs among the Partner Sites for the assigned Skill for the month of May 2024.
- Best Mentor for 3 consecutive months ( August, September, October - 2023.
Timeline
Team Leader - CRM Operations
Teleperformance
10.2023 - 04.2024
Customer Service Representative Mentor
Teleperformance
05.2023 - 10.2023
Customer Service Representative
Teleperformance
07.2022 - 05.2023
Bachelor of Arts - Statistics, Economics, Public Administration
S.S Jain Subodh PG Autonomous College
Senior Secondary - Mathematics, Accountancy, BusinessStud, Economics
Cambridge Court High School
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