Nainish Khurana
Assistant Manger Operations
Baltana
Summary
Experienced Customer Support Team Leader with a proven track record of successfully leading and motivating teams to deliver exceptional customer service. Seeking to leverage leadership skills and customer-centric approach to drive performance and enhance the customer experience in a dynamic call centre environment.
Overview
5
5
years of professional experience
3
3
Certifications
Work History
Assistant Manager Customer Care
Teleperformance
6 2021 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Ability to accurately prepare documents, production sheets and other reports as required.
- Assist with escalated situations diffusing customers and providing resolutions.
- Identify gaps in product and recommend effective solutions to the client.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Mentored team members in their professional development by offering guidance/support in their assigned roles.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Customer Care Representative
Teleperformance
11.2019 - 06.2021
- Responding to all Customer queries on price, discounts, and availability of products and services ensuring that all questions and concerns are taken care of first touch
- Keeps the Manager posted on the progress at all times
- Maintained a good relationship with the managers and colleagues to help in a better and efficient work environment
- Attended training for handling customer difficult calls and always open for more training and projects
- Ensured accomplishment of SLA (Service Level Agreements) set by Business Area
- Flexibility with work times – including rotational shift work
- A great team player, positive attitude towards work.
Education
Bachelors in Computer Application -
Guru Jhumbneshwar University
Hisar, India08.2019
Skills
KPI Reporting Analysis
Time Management
Action Plan Development
Skill Gap Analysis/Closure
Product and service knowledge
Employee Supervision
Excellent time management skills
Workflow Management
Team Building and Leadership
Accomplishments
Honored 5 times as an Assistant Manger of the month.
Worked in 3 different modalities (Email, Chat and Outbound).
Worked in 7 different line of business.
Supervised 12 teams in my tenure.
Worked in several projects to improve the performances.
Total13 promotions under my supervision.
Alternativeemail
nainishkhurana1996@gmail.com
Personal Information
- Date of Birth: 08/26/96
- Marital Status: Single
Languages
English, Hindi, and Punjabi
Certification
People Development
Interests
Travel
Outdoor activities
Cooking
Timeline
People Development
07-2023
Emotional intelligence
07-2023
JUMP (Operational tasks)
07-2021
Customer Care Representative
Teleperformance
11.2019 - 06.2021
Assistant Manager Customer Care
Teleperformance
6 2021 - Current
Bachelors in Computer Application -
Guru Jhumbneshwar University
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