Hemant Pathak
Delhi
Summary
Proven leader in customer service and process optimization, with a track record of enhancing customer satisfaction and reducing costs at Concentrix Daksh Service India Pvt. Ltd. Excelled in team building and strategic planning, achieving top rankings in PAN INDIA Quality. Skilled in both communication and inbound support, consistently meeting and exceeding employer and client expectations.
Overview
18
18
years of professional experience
Work History
Deputy Manager
Concentrix Daksh Service India Pvt Ltd.
01.2017 - Current
- Managing a span of 130 advisors and 5 supports
- Allocation of work and resolving the queries
- Random auditing of Resource performance
- Mentoring RAG Cases
- Mentoring of new hires
- Analyses of any knowledge refreshment required to team and coach them regarding the same or any new update
- Achieving daily, weekly and monthly target through pool level
- Maintaining MSV deployment for pool level
- Handled Businesses (Telecom, Automobile, Edtech, E-commerce, Banking & Food Delivery)
Interim AM in Tata DoCoMo process
I Energizer (India) Pvt. Ltd.
04.2016 - 01.2017
- Maintaining - SL, Attrition, Quality, Csat and client requirement
- Maintaining employee engagement program to reduce process level attrition
- Preparing report for weekly, monthly and quarterly basis review
- Maintain Customer focus at all times and respond to customers’ enquiries (e-mails, phone & Chat) using the Best Practice guidelines
- Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate to the client
- Meeting standard benchmarks to improve revenue
- Designing and implementing Customer Services formats to capture customer VOC pool level
- Resource procedure for the performance development
- Team Building
- Strategic Planning
- Systems Implementation
- Monitor employee productivity and optimize procedure to reduce the costs
Quality Assistant Manager in Airtel process
Dr ITM Group
06.2015 - 03.2016
- I was Leading Quality for whole Airtel UPW Prepaid Process for Dr.ITM
- Direct Interaction with Clients for any issues and concern
- Escalating of all the Process & Product Related Issue to the Clients
- Product Certification of all QA’s, TL’s and Trainers
- Handled other roles for DRITM in other Stage are given below
- I was Supervising SRD Desk that had given Brilliant Performance under by Supervision
- I had groomed several Agents for Quality and Operations that performed with Excellence
- I was Supervising Pre-Process Training for the process in the Initial Stages
- I was Supervising Training to the Pre-Process Batches
- Achievements in Dr.ITM while handling Quality Function
- We were on Top Five from last 6 months in PAN INDIA Quality Ranking
- PAN INDIA TOP Ranking in External Quality in month of Aug’15
- PAN INDIA TOP in Quality External Audits in month of Aug’15
- 3rd Position in PAN INDIA Quality for Sep’15 & Oct’15
- 5th Position in PAN INDIA Quality for Nov’15
- I had handled a “NPI Activities”
- Details of NPI Activities– I n NPI I must communicate New Product Information to floor with the help of my trainer
- By this way, we make sure that all the updates are briefed
- Dipstick of the Product on daily basis
- I must audit calls to check the efficacy of the information briefed
- Live Audits for Tagging Adherence and Process Insight Adherence
- Vas Deactivation Report was my initiative for the process that must be reported to Clients
- Waiver Report where I had to check waiver is valid or not
- I took the initiative and prepared a VAS URL List for the Process
- Then I was promoted as a Quality & Training AM to support both the functions
Team Leader in Aircel process
I Energizer (India) Pvt. Ltd.
01.2010 - 05.2015
- Maintaining - SL, Attrition, Quality, Csat and client requirement
- Maintaining employee engagement program to reduce process level attrition
- Preparing report for weekly, monthly and quarterly basis review
- Always maintain Customer focus and respond to customers’ enquiries (e-mails, phone & Chat) using the Best Practice guidelines
- Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate to the client
- Meeting standard benchmarks to improve revenue
- Designing and implementing Customer Services formats to capture customer VOC pool level
- Resource procedure for the performance development
- Team Building
- Systems Implementation
- Monitor employee productivity and optimize procedures to reduce the costs
CSR in Tata process
Tech Mahindra Ltd.
01.2007 - 01.2010
- I have started my career with Tech Mahindra limited Install Process as CCE Dec’7
- Worked with TTSL GSM for 16 months as CCE, I have been promoted as SME
- Working in TTSL GSM I had performed several non-calling activities which are mentioned below–
- Auditing the calls and giving feedback as well, which helps in enhancing the agent’s individual performance for Tagging Accuracy and Process Insight Adherence
- I had handled Team for 13 months and given support to operations as per Need of Process
- Details of some of the main functions and activities performed while handling Team–
- Controlling Shrinkage of the team
- Controlling Attrition percentage
- Call Listening activities and check feedback sessions are timely arranged for the agents
- Handling the CMS and checking consistent SL and AL of the process
- RNR Winner for TTSL Process in for the best Performance and Initiative
- I was ranked as the Top performer of the yearly Agent Ranking in TTSL GSM Process
- Appreciation received from Airtel Clients for Pan India Top Ranking in External Quality
- Appreciation received from location leader for Process Ramp up Support
Education
B.SC -
komoun University
NainitalIntermediate -
UP Board
High School -
UP Board
Advanced Diploma -
Computer Application
Skills
- Processes and Functions
- Customer Service
- Inbound support
- Outbound support
- Back-office support
- Email support
- Chat support
- Good Communication Skills
- Excellent Soft Skills
Summary Of Skills
In-depth knowledge regarding the processes and functioning of the Customer Service industry., Inbound, outbound & Back-office support (Email & Chat), Good Communication Skills, Excellent Soft Skills, English, Hindi
Rewards Recognition
- RNR Winner for TTSL Process for the best Performance and Initiative.
- Ranked as the Top performer of the yearly Agent Ranking in TTSL GSM Process.
- Appreciation received from Airtel Clients for Pan India Top Ranking in External Quality.
- Appreciation received from location leader for Process Ramp up Support.
Personal Information
- Father's Name: Late Bhuwan Chandra Pathak
- Date of Birth: 07/05/83
- Marital Status: Married
Timeline
Deputy Manager
Concentrix Daksh Service India Pvt Ltd.
01.2017 - Current
Interim AM in Tata DoCoMo process
I Energizer (India) Pvt. Ltd.
04.2016 - 01.2017
Quality Assistant Manager in Airtel process
Dr ITM Group
06.2015 - 03.2016
Team Leader in Aircel process
I Energizer (India) Pvt. Ltd.
01.2010 - 05.2015
CSR in Tata process
Tech Mahindra Ltd.
01.2007 - 01.2010
B.SC -
komoun University
Intermediate -
UP Board
High School -
UP Board
Advanced Diploma -
Computer Application
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