Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
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Pankaj Singh Dhami

New Delhi

Summary

Highly motivated and results-oriented Assistant manager with 2 years of experience in the BPO industry. Proven track record of effectively managing teams and processes to exceed client expectations and organizational goals. Adept at optimizing operations, enhancing productivity, and ensuring exceptional service delivery.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Team Leader

Teleperformance
03.2023 - Current
  • Supervise and lead a team of BPO representatives, ensuring adherence to performance standards, quality metrics and KPI's.
  • Develop and implement strategies to optimize processes, streamline workflows and improve overall operational efficiency.
  • Foster a culture of continuous learning and professional development withing the team to enhance performance and expertise.
  • Collaborate with internal stakeholders to align service delivery with client expectations and contractual obligations.

Customer Care Representative

Teleperformance
09.2020 - 12.2020
  • Serve as the primary point of contact for customers, addressing inquiries, resolving issues, and providing assistance via chat/email support.
  • Worked as floor support and helped new hire batches while handling emails.
  • Recognized as Employee and Mentor of the Month on multiple occasions for exceptional performance and dedication.
  • Took new hire training batches in the presence of the trainer to guide them about the email/chat handling flow.

Education

Senior Secondary School -

K.V. BSF Pokhran
Pokhran, Rajasthan
01.2014

Bachelor of Technology - undefined

Vivekananda Institute of Technology
01.2018

Skills

  • Leadership and Team Management
  • Good Communication Skills
  • Shrinkage Control Skill
  • Attrition Control Planning
  • Performance Tracking and Reporting
  • Conflict Resolution
  • Roster and Capacity Planning
  • Client Escalations Handling

Certification

  • Certified Team Leader in BPO Operations
  • Six Sigma Green Belt Certification

Accomplishments

  • Awards for Best Team Performance for two consecutive quarters.
  • Received guiding light of the month and quarters for achieving targets with the team.

Timeline

Team Leader

Teleperformance
03.2023 - Current

Customer Care Representative

Teleperformance
09.2020 - 12.2020

Bachelor of Technology - undefined

Vivekananda Institute of Technology

Senior Secondary School -

K.V. BSF Pokhran

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Pankaj Singh Dhami