Open To Work
JAI Prakash THAKUR
Shimla
Work Preference
Summary
Dynamic Assistant Manager with a proven track record at 31 Parallel IT & BPO Solutions, excelling in leadership and customer service excellence. Skilled in strategic planning and KPI tracking, I drive team performance and retention strategies, fostering a motivated workforce that consistently meets objectives and enhances customer satisfaction.
Overview
12
12
years of professional experience
Work History
Assistant Manager
31 Parallel It & BPO Solutions
Shimla
07.2024 - Current
- Ensure the Company's performance management process is followed and implemented within the Customer Service team by setting up yearly objectives for direct reports and front-line teams.
- Conducted regular performance reviews in collaboration with management to enhance team effectiveness.
- Manage, support, and motivate the Customer Service & Sales teams based of performances & instances.
- Ensure all staff adhere to the Company's current policies and procedures.
- Provided reporting, focusing on KPIs and team performances regularly.
- Identify and support staff mentoring needs ensuring support is given in a timely and effective manner.
- Identified training needs of existing staff to align with Company's strategy and achieve yearly objectives.
- Ensured optimal staffing, development, and retention strategies to support Company's growth.
- Staffing and Scheduling to ensure roster coverage matches company needs.
- Recruiting needs, including forward anticipated attrition and expansion.
- Review the succession plan for all critical roles within the team on a quarterly basis.
Team Leader
31 Parallel It & Solutions
Shimla
10.2020 - 06.2024
- Help team on reduction Average Handle Time (AHT).
- Customer Satisfaction (CSAT) per agent.
- Repeat contact rate & Agent utilization.
- Monitoring Customer Satisfaction.
- Customer Satisfaction (CSAT) score.
- First contact resolution (FCR) rate.
- Average resolution time.
- Training new customer service team members & Coaching mentorship.
- Implementing customer service protocols and procedures & Performance monitoring.
Associate
31 Parallel It & Bpo Solutions
Shimla
06.2017 - 09.2020
- Actively engage with customers to understand their needs and address any concerns or issues that arise after their booking.
- Effectively resolve post-sales issues, ensuring timely and satisfactory solutions for customers.
- Maintain clear and professional communication with customers, providing updates and necessary information.
- Contribute to operational excellence by ensuring all escalations are resolved within the Service Level Agreement (SLA).
- Focus on customer retention by providing excellent service and building positive relationships.
Trainee Engineer
Alin Technologies Private Limited
Baddi
06.2014 - 03.2015
- Developed and executed comprehensive test plans and test cases, both manual and automated, ensuring robust product quality.
- Identified and documented defects, bugs, and issues in software or products, contributing to improved reliability and performance.
- Ensure products meet quality standards, requirements, and user expectations.
- Analyze test results and provide feedback to developers for improvement.
- Review requirements, specifications, and technical design documents.
- Collaborated with development teams to identify and resolve issues, facilitating seamless integration and enhanced product functionality.
- Maintain documentation for QA procedures and test cases.
Education
Diploma In Electrical Engineering - Solan, Himachal Pradesh
Green Hills Engineering College
Solan, Himachal Pradesh06-2014
High School Diploma - Commerce
National Institute Of Open Schooling
Shimla, Himachal03-2010
Skills
- Leadership in people management
- Team guidance and motivation
- Customer service excellence
- Retention strategies and performance evaluation
- KPI tracking and budget oversight
- Strategic planning and hiring
Hobbies and Interests
- Cricket
- Photography
- Cooking
Personal Information
- Date of Birth: 08/18/93
- Gender: Male
- Nationality: India
- Marital Status: Married
Timeline
Assistant Manager
31 Parallel It & BPO Solutions
07.2024 - Current
Team Leader
31 Parallel It & Solutions
10.2020 - 06.2024
Associate
31 Parallel It & Bpo Solutions
06.2017 - 09.2020
Trainee Engineer
Alin Technologies Private Limited
06.2014 - 03.2015
Diploma In Electrical Engineering - Solan, Himachal Pradesh
Green Hills Engineering College
High School Diploma - Commerce
National Institute Of Open Schooling