Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Accomplishments
Certification
Timeline
Generic

Divanshu Kapur

New Delhi,New Delhi

Summary

Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Team Lead - Operations

Majorel
Gurugram
09.2022 - Current
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Developed strategies to increase team productivity and improve customer service levels.
  • Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
  • Trained new staff in relevant processes and procedures.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Ensured compliance with company policies and procedures throughout the team.
  • Monitored team performance against targets, taking corrective action where necessary.
  • Supported the manager in developing plans for future projects, initiatives and objectives.
  • Identified opportunities for process improvements, implementing changes when required.
  • Provided support to junior staff during peak periods of workloads.
  • Motivated staff through positive reinforcement techniques.
  • Maintained accurate records of employee attendance and task completion times.
  • Delegated tasks appropriately according to individual skill sets.
  • Held regular one-on-one coaching sessions with staff members to encourage personal development.
  • Implemented performance, quality and efficiency measures to achieve aggressive production goals.
  • Created and distributed monthly, quarterly and annual reports to management regarding performance.

Customer Support Executive

Majorel
Gurugram
09.2021 - Current
  • Answered customer inquiries via phone, email, and chat.
  • Provided detailed information about products and services.
  • Resolved customer issues in a timely manner.
  • Developed solutions to address customer complaints.
  • Promoted additional products or services to meet customers' needs.
  • Managed customer accounts using CRM software tools.
  • Ensured compliance with company policies and procedures.
  • Provided support during peak periods of activity.
  • Developed strategies to improve customer service experience.
  • Participated in regular meetings with other departments.
  • Collaborated with colleagues to resolve complex customer queries.
  • Responded to customer concerns and implemented changes to accounts to resolve issues.
  • Conducted (100+) outbound calls per day to assess ongoing customer needs and recommend solutions.
  • Resolved customer complaints or answered customers' questions.
  • Guided employees in handling difficult or complex problems.

Customer Sales Executive

Globiva Services Private Limited
Gurugram
01.2021 - 06.2021
  • Identified and developed new customer accounts through cold calling and lead generation.
  • Maintained accurate records of customer interactions, inquiries, and follow-up activities.
  • Researched industry trends to determine opportunities for increased sales revenue.
  • Analyzed customer feedback data to identify areas for improvement in products or services.
  • Assisted in developing long term relationships with key customers by understanding their needs and business objectives.
  • Making Outbound calls on the leads provided by the client in order to upsell the product to a higher variant and following up with the customer in order to fetch their feedback at the time of renewal.
  • Adhered strictly to company policies and procedures related to customer service and sales operations.
  • Identified business opportunities and generated profitable sales in both new and existing accounts to meet and exceed new business revenue goals.

Customer Sales Executive

Teleperformance India Private Limited
Gurugram
07.2018 - 06.2020
  • Identified and developed new customer accounts through cold calling and lead generation.
  • The job role was to make outbound calls to the existing RBL (Bajaj Finserv Supercard Holders) and convince them to buy Religare Health Insurance.
  • Performing to the best of the ability at the time of campaigns and contests during which the sales projection used to be exorbitantly high and client targets used to be more than usual.
  • Maintained accurate records of customer interactions, inquiries, and follow-up activities.
  • Analyzed customer feedback data to identify areas for improvement in products or services.
  • Assisted in developing long term relationships with key customers by understanding their needs and business objectives.
  • Promoted additional products or services that could benefit existing customers.

Education

Bachelor of Computer Applications - Computer Science

Vivekananda Insitute of Pofessional Studies
New Delhi, India
05.2018

Skills

  • Team Supervision
  • Mentoring
  • Resource Allocation
  • Quality Improvement
  • Client Service
  • Work Planning
  • Coaching
  • Documentation and Reporting
  • Shift Scheduling
  • Problem-Solving
  • Giving Constructive Feedback
  • Teamwork and Collaboration
  • People Management
  • Leading Team Meetings
  • Complex Problem-Solving
  • Conflict Resolution
  • Evaluating Employee Work
  • Goal Setting

Affiliations

  • Staying updated with latest happenings around the world using different online mediums.
  • Reading online articles and news-journals in order to incorporate new words in my vocabulary, hence strengthening my mind dictionary.
  • Engaging and interacting with people and trying to understand their perspective towards life and learning from their experiences.

Languages

English
First Language
Hindi
Intermediate (B1)
B1

Accomplishments

  • Received multiple "Star of the month" awards in all the organizations worked for exemplary performance showed during the peak time period.
  • Won RNR as a token of appreciation twice for performing consistently well in the current organization.

Certification

  • Six weeks training program on core java (Summer Project) in college.
  • Live Project Industrial Training with Integer Innovation.

Timeline

Team Lead - Operations

Majorel
09.2022 - Current

Customer Support Executive

Majorel
09.2021 - Current

Customer Sales Executive

Globiva Services Private Limited
01.2021 - 06.2021

Customer Sales Executive

Teleperformance India Private Limited
07.2018 - 06.2020

Bachelor of Computer Applications - Computer Science

Vivekananda Insitute of Pofessional Studies

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Divanshu Kapur