Summary
Overview
Work History
Education
Skills
Timeline
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Gurpreet Singh Wahi

Hyderabad

Summary

I'm a Hardworking and motivated individual. I'm focused on my work but would always grab an opportunity to learn new things. I'm east to go with and believe that success is not individual its a teamwork.

Overview

9
9
years of professional experience

Work History

Sales Team Leader

TDCX
Hyderabad
11.2023 - Current
  • Built and Scaled a High-Performing Team: Initiated a chat support team with just 3 members and successfully expanded it to 17 members within 2 quarters, consistently achieving and exceeding performance targets.
  • Leadership and Development: Led recruitment, training, and development efforts, resulting in a team that consistently met or surpassed KPIs, contributing to overall company success.
  • Operational Efficiency: Implemented process improvements and performance management strategies that enhanced team productivity and customer satisfaction.
  • Target Achievement: Maintained a track record of consistently meeting or exceeding team targets, driving significant growth and operational excellence.
  • Managed and Grew Calls Team: Currently leading the calls team, driving significant growth in performance and efficiency within just one quarter.
  • Continuous Coaching and Feedback: Implemented a robust coaching and feedback system, enabling both teams to consistently meet and overachieve their targets.
  • Focused on performance optimization and employee development, leading to improved efficiency, customer satisfaction, and overall team success.

Regalix - Team Lead

Regalix
Hyderabad
08.2022 - 11.2023
  • Created an inspiring team environment with an open communication culture
  • Encouraged creativity and risk-taking
  • Oversaw day-to-day operations
  • Managed friendly and professional customer interactions
  • Monitored team performance and reported on metrics like conversion, attainment, and productivity
  • Developed strategic relationships with existing customers by learning preferences and maintaining regular communications
  • Managed friendly and professional interactions with the team and stakeholders
  • Monitored team performance and reported on metrics like CSAT and quality
  • Conducted bi-weekly calibration sessions with call center Team Leaders to develop scoring consistency and best practices
  • Improved Sales Team performance by 8% through regular training, 1-1 sessions, and knowledge transfer initiatives
  • Enhanced tag implementation efficiency by establishing a Live Transfer Queue, reducing turnaround time to immediate, increasing Tag Offering win Rate by 15%, and boosting CSAT score by 5%
  • Produced reports based on audits for improvement
  • Completed analysis of results to identify root causes or trends that lead to efficiency and quality gains in the contact center
  • Demonstrated strong expert knowledge of Microsoft Office products, including Word, Excel, PowerPoint
  • Displayed excellent time management and organizational skills
  • Showed self-motivation and the ability to work independently
  • Tracked call results and conducted trend analysis based on results of monitors, leading to improved quality and training needs
  • Conducted deep dives to understand process gaps and proposed ideas for process improvement
  • Conducted Root Cause Analyses (RCAs) to understand problem-driven areas and implemented strategies to eliminate them
  • Demonstrated excellent communication and leadership skills
  • Exhibited strong decision-making skills.

Dell International services - Inside Sales Specialist

Dell International services
Hyderabad
09.2018 - 08.2022
  • Maintained Service Level Agreements (SLAs) consistently
  • Provided regular performance feedback to team members, enabling continuous improvement
  • Set and monitored ambitious goals for team members to drive performance
  • Facilitated training for new Inside Sales agents, ensuring they meet required competencies
  • Maintained meticulous records of customer service interactions and actions
  • Conducted On Job Training for new hires to expedite their onboarding process
  • Implemented an Outbound CLRE Team to address declining close rates, revenue, and margin, resulting in increased floor-level close rates, upselling, and enhanced financial performance by re-engaging canceled online order customers
  • Drove a 25% increase in agent productivity by introducing centralized auto-assignment of contacts, resulting in a 5% rise in sales and enhanced customer outreach
  • Contributed to the development of a new training program for a product launch
  • Created Performance Knowledge Tests (PKTs) to assess floor knowledge on standard operating procedures and products
  • Maintained strong customer relationships and ensured customer retention
  • Managed attrition and shrinkage effectively to minimize workforce disruptions
  • Drove headcount planning for each quarter to align staffing with business needs.

Amazon Development Center - Catalog Specialist

Amazon Development Center
Hyderabad
08.2016 - 06.2018
  • DA Phone Agent
  • Assist Amazon Delivery Drivers while delivering the packages.
  • Assist them with there scan problems.
  • Use to raise tickets to get the Geo Code's Corrected.
  • Roll Back scans if marked incorrect.
  • TBA Outreach Auditor
  • Did a Project to correct the Wrap Up Codes of Driver support
  • Did a Project to reduce RCR (Repeat Contact Rate) Wrap up Codes Correction: When observed the wrap up codes were not accurate, we started to audit the calls and proposed new wrap up codes which were more accurate and result oriented
  • RCR (Repeat Contact Rate): When observed that there were repeat contact from the driver for the same customer, we started to contact those customers to gather the information on there delivery instructions(like working hours, any safe location, alternate delivery address) and we use to use to update this information in the notes for a better delivery experience for drive and customer.

IBM - Technical Support Analyst

IBM
Hyderabad
08.2015 - 07.2016
  • To perform analysis and determine client problems, and document these issues
  • To provide solutions for network and system related issues, and to provide detailed documentation along with it
  • To assist customers by performing analysis of various issues relating to LANs, WANs, desktop computers, Internet connectivity and the installation of hardware and software
  • Handel customer escalation calls and provide the best in class customer service with the resolution for their problem
  • Actively listened to customers, handled concerns quickly and escalated major issues to Management
  • To maintain error logs in coordination with IT departments, and to maintain resolution reports.

Education

Bachelor of Technology: Computer Science Engineering -

Guru Nanak Engineering College

Skills

  • Performance Improvement
  • Team Supervision
  • Key Performance Indicators
  • Quality Improvement
  • Documentation and Reporting
  • People Management
  • Coaching and Mentoring
  • Problem-Solving
  • Teamwork and Collaboration
  • Analytical Thinking
  • Complex Problem-Solving
  • Leadership
  • Giving Constructive Feedback
  • Decision Making Skills
  • Project coordination
  • Diagnostic and Analytical skills
  • MS Office (Excel, word, PowerPoint)
  • Data Analysis
  • Customer Service
  • Operations Management
  • Strategic Planning

Timeline

Sales Team Leader

TDCX
11.2023 - Current

Regalix - Team Lead

Regalix
08.2022 - 11.2023

Dell International services - Inside Sales Specialist

Dell International services
09.2018 - 08.2022

Amazon Development Center - Catalog Specialist

Amazon Development Center
08.2016 - 06.2018

IBM - Technical Support Analyst

IBM
08.2015 - 07.2016

Bachelor of Technology: Computer Science Engineering -

Guru Nanak Engineering College

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Gurpreet Singh Wahi