Dravid Sharma
Team Leader
Gurgaon
Summary
A competent professional with more than 9 years of experience in Customer Service and consulting Industry, Process Enhancements, and Team Management.
Worked with IGS BPO Pvt. Ltd as Team Leader, servicing customers for one of the leading Bank in India and Abroad. Proficient in managing & leading teams for running successful customer service with quality & compliance. Experience of implementing procedures.
Currently associated with “Paisabazaar Marketing And Consulting Pvt. Ltd.” as “S.M.E.”.
To join a highly motivated, competent & professional organization to gain knowledge & achieve excellence, utilizing my experience for the growth of the organization.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Subject Matter Expert
Paisa Bazaar Marketing And Consulting Pvt. Ltd.
Gurgaon
04.2023 - Current
- Supervising a team of 4-5 Quality evaluators and helping them out with the day to day challenges
- Preparing data for weekly review of my span and discussing it with my manager and highlighting the key areas on which we have to work and sharing our observations regarding the process
- Weekly performance discussion with every agent and informing them what are their Areas of improvement and how they can improve them
- Making multiple reports on MS-Excel for every process and discussing those with the Business Unit heads
- Calibration planner for every month that includes Operations, Quality and training department
- Worked on the CAP & ZTP policies of the organization and made channels that how an expert should be penalized for the errors and awarded for his good performances as well
- Taking sessions for the team on feedback techniques session and sharing the best ways how they can get to understand the experts more
- Weekly team huddles to clarify any doubts regarding people, product or their performances
Quality Analyst
Paisa Bazaar Marketing And Consulting Pvt. Ltd.
Gurgaon
09.2018 - 03.2023
- Doing audit of 50-80 sales experts and providing feedback to improve their performance .
- Monitoring Calls and share Feedback with the expert to improve their performance in terms of quality and sales
- Working on BQ agents of the team and make sure to improve their performance
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Team Leader
Intelenet Global Services
Agra
10.2015 - 09.2018
- Leading a team of 20 customer service executives and Driving the team towards meeting the key deliverable
- Taking care of the shrinkage and attrition for the span and making sure everyone is motivated towards their work and guides them for the correct career path
- People management or workforce management for day to day SLA target achievement
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Held weekly team meetings to inform team members on company news and updates.
- Preparing data for weekly review of my span and discussing it with my manager and highlighting the key areas on which we have to work and sharing our observations regarding the process
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Maintaining Daily, Weekly and Monthly performance report for individual agent
- Conducting one on one sessions with them and reviewing regarding their performance on daily or weekly basis
Customer Service Executive
Intelenet Global Services
Agra
08.2014 - 10.2015
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
High School Diploma -
M.D. Jain Inter College
Agra 04.2009 - 03.2010
Bachelor of Arts - Humanities
St. John's College Agra
Agra 04.2012 - 04.2015
Master of Arts - History
St. John's College
Agra 04.2015 - 04.2017
Skills
Written Communication
Teamwork and Collaboration
Organization and Time Management
MS Office
Teambuilding
Self-Motivated
Excellent Communication
Decision-Making
Problem-Solving
Training and Development
Clerical Support
Multitasking Abilities
Timeline
Subject Matter Expert
Paisa Bazaar Marketing And Consulting Pvt. Ltd.
04.2023 - Current
Quality Analyst
Paisa Bazaar Marketing And Consulting Pvt. Ltd.
09.2018 - 03.2023
Team Leader
Intelenet Global Services
10.2015 - 09.2018
Master of Arts - History
St. John's College
04.2015 - 04.2017
Customer Service Executive
Intelenet Global Services
08.2014 - 10.2015
Bachelor of Arts - Humanities
St. John's College Agra
04.2012 - 04.2015
High School Diploma -
M.D. Jain Inter College
04.2009 - 03.2010