Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Lakshya Tyagi

Delhi,National Capital Territory of Delhi

Summary

Accomplished professional with extensive expertise in technical equipment operation, Microsoft Office Suite, and customer service excellence. Demonstrates strong technical proficiency, negotiation tactics, and employee training capabilities. Proven track record in performance evaluation, compliance monitoring, and deadline adherence. Exceptional communication proficiency, both technical and effective communication, coupled with in-depth product knowledge. Adept at resourcefulness, conflict resolution, quality assurance, and process improvement. Proactive initiative in relationship-building and time-management. Skilled in report-writing with a focus on delivering high-quality results.

Overview

8
8
years of professional experience
3
3
years of post-secondary education

Work history

Supervisor - Training And Quality

Concentrix
Gurgaon, Haryana
02.2021 - Current
  • Trained new hires for BMW India One contact centre and set up mentoring relationships to drive team performance.
  • Facilitated monthly training sessions for enhanced staff performance.
  • Provided constructive feedback to staff for improved performance levels.
  • Implemented company policies effectively, maintained high standards of service delivery.
  • Updated staff on changes to internal policies and procedures for continued compliance and standardisation.
  • Described product and finance overview to BMW prospects and reroute the details to the sales team for further purchase formalities PAN India.
  • Resolved critical customer complaints promptly, resulted in increased customer satisfaction rates for "Connected Drive Cars" for BMW India (Queries related to Mapping, demapping, app setup, connected drive store and remote services).
  • Ensured customer satisfaction and escalated the critical issues to technical experts for further resolution.

Customer relationship officer

Hinduja Global Solutions
Noida, Uttar Pradesh
03.2018 - 01.2020
  • Utilised CRM tools for effective management of customer interactions.
  • Engaged in proactive communications to keep customers informed about new products and services.
  • Maintained up-to-date knowledge on company policies, procedures and offerings for accurate information dissemination to customers.
  • Contributed ideas during strategy meetings that led to enhancement in overall customer satisfaction levels.
  • Developed strong relationships with customers to understand their needs better.
  • Took ownership of all customer queries, ensuring speedy resolution.
  • Coached and mentored teams on best practices to improve customer care.

Education

Bachelor of Applied Science - Biotechnology

Shri Guru Ram Rai University
Dehradun
08.2012 - 07.2015

Skills

  • BMW Tools - BASE & CRM
  • Microsoft Office Suite
  • Customer services excellence
  • Technical proficiency
  • Negotiation tactics
  • Employee training
  • Performance evaluation
  • Compliance monitoring
  • Deadline adherence
  • Communication proficiency
  • Technical communication
  • Effective communication
  • Product knowledge
  • Resourcefulness
  • Conflict Resolution
  • Quality Assurance
  • Process Improvement
  • Proactive initiative
  • Relationship-building
  • Time-management
  • Report-writing

Languages

Hindi
Native
English
Fluent

Timeline

Supervisor - Training And Quality

Concentrix
02.2021 - Current

Customer relationship officer

Hinduja Global Solutions
03.2018 - 01.2020

Bachelor of Applied Science - Biotechnology

Shri Guru Ram Rai University
08.2012 - 07.2015

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Lakshya Tyagi