Mayank Joshi
Ahmedabad
Summary
Seeking for a dynamic leadership/managerial level position in order to integrate as well as upsurge my knowledge and benefit the organization in all possible ways.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Process Trainer - Training Operations,
TTEC Inc. (formerly Motif India InfoTech Pvt. Ltd.)
Ahmedabad
03.2022 - Current
- Conducting training and owning OJT of new-hire batches (A total 4 weeks of virtual classroom training and 2 weeks OJT) for international e-commerce website (UK, US, AU, IRE, Canada).
- coordinating with client to get the new- hires their login IDs.
- Managing attendance of all the trainees on daily basis. Explain goals and expectations required of trainees.
- Taking policy training to ensure teammates are able to perform as per the client requirement. Creating knowledge tests and quizzes to evaluate trainee performance. (Microsoft Forms)
- Conducting mock chats, email drafting exercises to ensure good grasp on communication skill.
- Making ensure that all the new hires get certified in client assessment by ensuring multiple policy refreshers and practical approach.
- Evaluate training materials prepared by client and offer actionable suggestions for improvement.
- When/if required, taking TNI (Training need Identification) refreshers for the tenure teammates.
Team Coach, Operations Service Delivery,
TTEC Inc. (formerly Motif India InfoTech Pvt. Ltd.)
Ahmedabad
04.2020 - 02.2022
- Handled a team of 15-20 teammates and supported them throughout the month to achieve their KPI's.
- Taken 1 on 1 coaching of every teammates under me to discuss performance every week based on the KPI and random chat audits (CMM scanning).
- Managed SLA and interval adherence everyday at shift hour.
- Involved in weekly email and telephonic client interactions to receive updates/changes in the policy and discuss the weekly/monthly team performance.
- Identified the improvement area and shared best practices across the process for improvement. Supported and implemented up-skill training plans and policy refreshers too if/when needed.
- Prepared team performance data every month and stack ranking to drive incentive program.
Senior Chat Representative/Mentor,
TTEC Inc. (formerly Motif India InfoTech Pvt. Ltd.)
Ahmedabad
04.2017 - 03.2020
- Handled customer queries over chat and email for international e-commerce website (UK, US, AU, IRE, Canada).
- Mentored On-Job training (OJT) for new-hire batches [OJT is to ensure that Teammates learned the product and able to perform as per client requirements] and made sure training individuals to effectively handle customer inquiries, provide support, and drive quality through chat and email-based interactions.
- Closely monitored my performance each day and having a personal performance file (excel) of performance of everyday work, months and of an year.
- Sought new opportunities to learn and grow each day.
- Selected for new business line process ramp up with only 5 other teammates, that business line has 200+ seats now.
- Shared valuable feedbacks to the leadership, based on the requirements to help and improve the understanding of the policy for all.
- Awarded and received client appreciation many times for consistent performance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Process Specialist,
TTEC Inc. (formerly Motif India InfoTech Pvt. Ltd.)
Ahmedabad
04.2015 - 03.2017
- Acting as a Policy and Guideline Expert for UK, US, Australia, Canada & Ireland's biggest online ecommerce website.
- Ensuring that any illegal item is actioned if listed on site or regulated items listed within compliance to the policies.
- Reviewed items listed on the site to ensure compliance, and sending policy information via email to the members in case of violation.
- Identifying the required changes in the policy and getting it updated by the client after discussion with team leader.
Asst. Store Manager - Retail and Walk-in Store,
TTSL (Tata Teleservices Pvt. Ltd.)
Raipur
10.2013 - 01.2015
- Handling 6 teammates (including new joiners, if any) of the store and helped them to achieve the sales target shared by the client as well as helping them to assist the walk-in customers for service.
- Helped the new joiners to get thorough with the product and tools.
- Maintaining the sales data of all the teammates, keeping a record of all inventory (data lines, data cards, SIM's etc.).
- Sending a daily, weekly and monthly performance report to the Zonal manager.
Call Center Representative - Inbound Calling Process
Mphasis an HP company
Raipur
04.2010 - 03.2013
- Taking domestic inbound calls and handling customers query & complaints related to prepaid connection.
Call Center Representative - Inbound Calling Process
The Adecco Group
Raipur
01.2009 - 02.2010
- Taking domestic inbound calls and handling customers query & complaints related to prepaid/postpaid connections.
Education
BBA - Business Management
Pt. Ravishankar Shukla University, Raipur
Raipur01-2010
Senior Secondary - PCM - Mathematics
Maa Banjari Gurukul Mahavidyalaya, Raipur
Raipur01-2007
Secondary - All subjects
Saraswati Shishu Mandir, Kantabanji (Orissa)
Odisha01-2004
Skills
- Decision Making
- People Management
- Performance Improvement
- Building Customer Loyalty
- Positive Attitude
- Schedule Management
- Smart Working
- Work Oriented
Professional Highlights
- 14+ years of experience in Customer Service, Fraud Prevention and Retail section.
- Dedicatedly serving the current organization for 8+ years.
- Trained 150+ new hires for product specific topics and assisted them in their OJT (On-Job training) to help them grow and better understand the policy with practical knowledge in current organization.
- Known to exceed the score requirements at difficult situations and helped the overall score getting increased by team performance in current organization.
- Worked from Home for last 3 years post lock-down and during this phase, helped the teammates to grow and perform virtually.
Accomplishments
- Won client appreciation and award for best trainer 2 times.
- Won top team lead/coach award 8 times in entire tenure as team coach.
- Won many awards from client and incentives for best individual performance when I was an agent.
- Won many awards from client and incentives for best individual performance when I was an agent.
Certification
- Completed Team Lead 101 Certification (Six Sigma Certification)
- Completed Trainer 101 Certification (Six Sigma Certification)
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Gujarati
Upper Intermediate (B2)
B2
Oriya
Intermediate (B1)
B1
Computer Expertise
- MS Office
- MS Excel
- Macro 3.0
- Proficient and enabled to use business software and applications
- In-depth knowledge of e-commerce processes
Personal Information
- Father's Name: Mr. Hemant Joshi
- Mother's Name: Mrs. Asha Joshi
- Date of Birth: 06/10/1989
- Marital Status: Unmarried
Timeline
Process Trainer - Training Operations,
TTEC Inc. (formerly Motif India InfoTech Pvt. Ltd.)
03.2022 - Current
Team Coach, Operations Service Delivery,
TTEC Inc. (formerly Motif India InfoTech Pvt. Ltd.)
04.2020 - 02.2022
Senior Chat Representative/Mentor,
TTEC Inc. (formerly Motif India InfoTech Pvt. Ltd.)
04.2017 - 03.2020
Process Specialist,
TTEC Inc. (formerly Motif India InfoTech Pvt. Ltd.)
04.2015 - 03.2017
Asst. Store Manager - Retail and Walk-in Store,
TTSL (Tata Teleservices Pvt. Ltd.)
10.2013 - 01.2015
Call Center Representative - Inbound Calling Process
Mphasis an HP company
04.2010 - 03.2013
Call Center Representative - Inbound Calling Process
The Adecco Group
01.2009 - 02.2010
BBA - Business Management
Pt. Ravishankar Shukla University, Raipur
Senior Secondary - PCM - Mathematics
Maa Banjari Gurukul Mahavidyalaya, Raipur
Secondary - All subjects
Saraswati Shishu Mandir, Kantabanji (Orissa)