Kailash Bisht
Greater Noida
Summary
Energetic professional with several years of experience in industry.People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.Excellent time management skills combined with a superior knowledge of customer service industry. Experienced in both Telecom and Banking process, adept at effectively managing all operations.
Overview
14
14
years of professional experience
Work History
Team Leader
iEnergizer IT service PVT LTD
Noida
02.2022 - Current
- Handling team members while doing other day-to-day tasks.
- Conducting regular performance evaluations, providing constructive feedback and personalized coaching.
- Analyzing key performance indicators to identify effective strategies.
- Reviewing customer service surveys and implement strategies to improve customer satisfaction ratings.
- Managing conflict resolution within the team to maintain a positive work environment.
- Facilitating team meetings to discuss targets, strategies, and address any issues.
- Daily calibration calls with client to discuss product challenges.
- Collaborating with other departments to streamline processes and improve interdepartmental cooperation.
Quality Analyst
iEnergizer IT Service Pvt LTD
Noida
10.2019 - 01.2022
- Doing weekly quality audits and sharing feedback with associates.
- Collaborating with cross-functional teams to develop and implement process improvements.
- Conducting root cause analysis to investigate the source of problems in production process.
- Conducting quality session with new hires.
- Attending weekly client calibration calls to discuss the improvement in process quality.
- Doing compliance check to ensure associates are working as per client guidelines.
Senior Customer Service Representative
iEnergizer IT service Pvt LTD
Noida
02.2015 - 09.2019
- Maintained up to date knowledge of product and process to address customers queries in a timely and effective manner.
- Maintaining accurate records of all customer interactions in CRM system.
- Handling difficult situations with tact, diplomacy, and professionalism.
- Assisted in developing strategies to improve the overall customer experience.
- Maintained the performance as per process demand and ensure complete customer satisfaction.
Sales Executive
Convergys
Gurgaon
10.2013 - 11.2014
- Selling Cable TV, Internet, Home Security equipments and Landline phone services to customers over the chat.
- Implemented processes for cross-selling products or services based on customer needs.
- Developing successful tactics to sell products and services to customers.
Data analyst
HCL Technologies
Noida
12.2010 - 10.2013
- Verification of customer's documents for various events.
- Proof-reading of scanned documents and enter details CRM.
- Providing data-driven solutions to support decision making.
- Preparing detailed reports by collecting, analyzing, and summarizing information and trends.
Education
Bachelor of Science - IT
Kuvempu University
06.2010
Intermediate -
Kendriya Vidhalaya
03.2006
High School -
SGRR Public School
03.2004
Skills
- Time Management
- Team Supervision
- Problem-Solving
- People Management
- Coaching and Mentoring
- Documentation And Reporting
Languages
English
Advanced
C1
Hindi
Proficient
C2
Hobbies and interests
Stock trading
Gardening
Listening to music
Timeline
Team Leader
iEnergizer IT service PVT LTD
02.2022 - Current
Quality Analyst
iEnergizer IT Service Pvt LTD
10.2019 - 01.2022
Senior Customer Service Representative
iEnergizer IT service Pvt LTD
02.2015 - 09.2019
Sales Executive
Convergys
10.2013 - 11.2014
Data analyst
HCL Technologies
12.2010 - 10.2013
Bachelor of Science - IT
Kuvempu University
Intermediate -
Kendriya Vidhalaya
High School -
SGRR Public School
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