HIMANSHU SOURABH

Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
Reduced customer complaints by implementing proactive communication strategies with clients.
Coordinated efforts across multiple teams during peak periods or special events to optimize staffing levels while meeting customer demand.
Developed a streamlined onboarding process for new hires, decreasing ramp-up time and increasing productivity.
Engaged customers to discuss business needs and explore opportunities for expansions.
Improved practice revenue through effective financial management and strategic cost reductions.
Monthly & Quarterly Business Reviews with client & senior leadership.

Ensured that all projects and deliverables were completed on time, and exceeded all client expectations.

Acted as senior liaison between Wipro and the client, always ensuring that all contract requirements were met with complete customer satisfaction.

Client Transition and implementation across locations

Conceptualizing and executing programs for resource optimization (People, Business capabilities)

Managed Staffing, Scheduling & directing resources to achieve daily/weekly/monthly productivity

Future planning for special client events, tool/technology upgrades & critical business days

• Span size - 20-25
• Client Service - 150+ Mid-market US companies
• Core Customer Experience Operations delivery
• Leading & managing transition of critical Customer Experience HR Operations (Voice, Web Chat & Email) across centres
• Collaborate with Talent Development, Talent Acquisition, Technology, Onshore stakeholders & the Clients for a successful transition
• SLA Management: Wait Time, CSAT, FCR, Schedule Adherence, Escalation management, AHT, Hold & Response time
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.

• Client Relationship & SLA Management – Ensured that aligned KPI are achieved on team & organizational level for overall client success
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
• Quality Calibrations & Business Reviews
• Coaching & Feedback sessions with CCRs

• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns