Hitisha Pant
Team Manager
Delhi
Summary
People-centric in nature, focus on building strong professional relationships. In my Team Manager role, I honed my abilities with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives.
Overview
8
8
years of professional experience
Work History
Operations Team Manager (Customer Support)
Concentrix
06.2019 - 10.2023
- Worked with Microsoft Office 365, and managed a team of 12-15 set of engineers.
- Provides direction and communication to staff in the team and manages change in an effective way.
- Adhering to capturing and documenting any changes made to the day to day operations and ensuring the same is followed by the team.
- Provides performance updates daily to the leadership team.
- Taking Escalation and customer complaint calls and ensuring resolutions to the customers.
- Evaluating Customer feedback received from all channels and providing timely feedback to staff.
- Responsible for meeting the KPI's for the team.
- Provides performance feedback and coaching on a regular basis to each team member.
- Conducts performance management reviews and sets action plans for skill improvement.
- Maintains proper communication with all the internal and external clients.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
Technical Support Agent
Convergys Corporation
04.2017 - 05.2019
- Worked with AT&T as a Technical Support for 9 months
- The platform and key learning in AT&T was DSL Network Internet Connectivity
- Assisted Users in configuring their Modem and network connectivity
- Worked with Microsoft as a Technical Support for 15 months
- The platform and learning in Microsoft was Windows, Office 365 and OneDrive
- Assisted home users in fixing their Windows (system repair, software related issues, updates, etc) and Office 365 installation and activation
- Manage client support cases on a daily basis
- Flexibility, working in a fast paced, customer oriented environment juggling multiple demands
- Multi-task and manage several ongoing tasks and priorities
- Prioritize workload based on urgency and impact to customers and the business.
Technical Support Agent
Teleperformance
07.2015 - 03.2017
- Worked with Microsoft as a Technical Support
- The platform and learning in Microsoft was Windows, Office 365
- Assisted home users in fixing their Windows (system repair, software related issues, updates, etc) and Office 365 installation and activation
- Manage client support cases on a daily basis
- Flexibility, working in a fast paced, customer oriented environment juggling multiple demands.
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
Graphic Era Hill University
Bhimtal 04.2011 - 04.2015
Intermediate (Science) -
KV ONGC
Deheradun 01.2010 - 04.2011
High School -
KV ONGC
Deheradun 01.2008 - 04.2009
Skills
Excellent Communication
Managing customer complaints
Customer Focus
Leadership Skills
Performance Management
People Management
Ability to multi-task and adapt rapidly
Timeline
Operations Team Manager (Customer Support)
Concentrix
06.2019 - 10.2023
Technical Support Agent
Convergys Corporation
04.2017 - 05.2019
Technical Support Agent
Teleperformance
07.2015 - 03.2017
Bachelor of Science - Electrical, Electronics And Communications Engineering
Graphic Era Hill University
04.2011 - 04.2015
Intermediate (Science) -
KV ONGC
01.2010 - 04.2011
High School -
KV ONGC
01.2008 - 04.2009