Roshni Rai
New Delhi
Summary
Dynamic professional with extensive experience at Tele-Performance, specializing in team management and KPI analysis. Proven ability to resolve complex technical issues while enhancing customer satisfaction through effective communication. Expertise in conflict resolution and driving team performance, alongside maintaining comprehensive knowledge bases to empower users.
Overview
9
9
years of professional experience
Work History
Assistant Manager
Tele-Performance
Gurugram
11.2022 - Current
- Creating an inspiring team environment with open communication culture
- Maintain and strategize each day to excel and achieve KPIs.
- Setting clear team goals, delegating team tasks, and setting deadlines for the team.
Senior Practitioner
Concentrix Pvt Ltd
Gurugram
12.2015 - 11.2022
- Resolved technical queries related to product features, functionality, installation and configuration of software applications.
- Maintained knowledge base articles to help customers resolve common issues quickly without having to contact technical support personnel.
- Provided technical support to customers via phone, email and remote access tools.
Education
Bachelor of Arts - Arts
North Bengal University
Siliguri04-2014
High School Diploma -
Kalimpong Girls High School
Kalimpong03-2010
GED -
Kalimpong Girls High School
Kalimpong03-2008
Skills
- Team management and performance evaluation
- Customer service and technical support
- KPI analysis and conflict resolution
Accomplishments
- Employee of the Month, Concentrix Pvt Ltd – March 2021
- Top Sales Performer Award, Tele-Performance – 2024
Languages
Nepali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Affiliations
- Supervised and supported a team of 15 employees to ensure daily operational efficiency
- Trained, coached, and mentored new team members to improve productivity and morale
- Conducted regular performance reviews and provided actionable feedback
- Managed staff schedules, shift planning, and time-off approvals
Timeline
Assistant Manager
Tele-Performance
11.2022 - Current
Senior Practitioner
Concentrix Pvt Ltd
12.2015 - 11.2022
Bachelor of Arts - Arts
North Bengal University
High School Diploma -
Kalimpong Girls High School
GED -
Kalimpong Girls High School
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