Durgesh
Team Leader(Senior Analyst)
Delhi
Summary
Accomplished Team leader with 5+ years of experience consistently rising through ranks. Well-versed in personnel management, and technical Support. Holds great experience in managing pilot projects and project mobilization. Dedicated to complete knowledge of company products and services for improvements and optimized customer service.
Also worked as Creative Social Media Manager experienced in managing social media programs. Proactive and good with strategic planning and social marketing evaluation.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Team Leader Manager
Accenture
08.2022 - Current
- This project was initiated to streamline customer support processes and provide technical support for 5G technology for a US based client.
- As a team leader, Initially my job was to train everyone in operations team and identify support staff for further expansion. I also collaborated closely with cross-functional teams, including Quality, training and other locations for the same business.
- Maintained project documentation, including plans, reports, and meeting minutes.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
Assistant Manager
Concentrix
03.2021 - 08.2022
- Feedback/Coaching : Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Peoples management : Experience of handling of 20+ Agents including new hires as well, making their strengths more effective and their weaknesses irrelevant and encouraging them to work towards achieving organizational goals.
- Hiring : Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Shrinkage/Attrition handling : Motivated employees through special events, incentive programs and constructive feedback.
- Roster Planing : Worked directly with production personnel to resolve production scheduling issues and conflicts.
- Training : Quickly adapted training plans for client needs, keeping timelines and desires in mind to keep team updated with new guidelines.
Team Leader
Wipro
06.2018 - 02.2021
- Pilot Project : Handled a pilot batch in wipro for Laptop/Desktop support.
- Sales : Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Data gathering : Worked with Level 2 team to create prototypes of new designs and training materials.
- Career development : Performed at the highest level to achieve promotion within a year.
DC Crew Volunteer
Delhi Capitals
- Worked for delhi capitals in IPL
- Learnt stadium management and Fan engagement
- Proved successful working within tight deadlines in fast-paced atmosphere.
- Handled Social media content for Delhi capitals official Fan community
Education
Bachelor of Arts -
Dyal Singh College (Delhi University)
Delhi 07.2015 - 04.2018
Senior Secondary - Humanities
S.B.V. C- Block
Dilshad Garden 04.2014 - 04.2015
High School Diploma -
S.B.V. C- Block
Dilshad Garden 03.2013 - 03.2014
Skills
ITIL 4 Foundation Course
Accomplishments
- Encore Award winner : 2 times "Star of the business award"
- Front level manger certified : Conducted by Kincentric in wipro.
- Wipro Rockstar performer : Been Rock star performer in every quarter (2018-2021).
- Best Volunteer DC CREW : Got selected as best volunteer of DC Crew
- Football Fan community : Been a part of Dynamos ultras fan community to support all level football in delhi.
- Sports President : Appointed Sports President of dyal singh college by Delhi university students union (2017-18).
- Volunteer Supervisor : Worked as a volunteer supervisor in MotoGp Bharat 2023.
Additional Information
Date of birth - 19/07/1998
Nationality - Indian
Timeline
Team Leader Manager
Accenture
08.2022 - Current
Assistant Manager
Concentrix
03.2021 - 08.2022
Team Leader
Wipro
06.2018 - 02.2021
Bachelor of Arts -
Dyal Singh College (Delhi University)
07.2015 - 04.2018
Senior Secondary - Humanities
S.B.V. C- Block
04.2014 - 04.2015
High School Diploma -
S.B.V. C- Block
03.2013 - 03.2014
DC Crew Volunteer
Delhi Capitals
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