Nawang Thargey
Mohali
Summary
Experienced Team Leader with a proven track record of successful project management and team building. Skilled at motivating others and developing strategies for increased performance. Demonstrates strong expertise in customer service excellence, technical troubleshooting, and conflict resolution in high-pressure environments. Adept at utilizing data-driven insights to optimize processes and achieve organizational goals. Committed to fostering a collaborative and positive workplace culture while driving continuous improvement and customer satisfaction. Excels in fostering team collaboration and driving results, with a track record of exceeding performance targets.
Overview
8
8
years of professional experience
Work History
Assistant Manager Customer Care
Teleperformance
2019.04 - Current
- Team Leadership and Management: Supervise and manage a team of customer care representatives, ensuring high performance and adherence to company policies and procedures.
- Performance Monitoring: Track and evaluate team performance metrics, including call quality, customer satisfaction, and response time, to identify areas for improvement.
- Training and Development: Develop and implement training programs to enhance the skills and knowledge of customer care staff, promoting continuous learning and professional growth.
- Customer Issue Resolution: Handle escalated customer complaints and complex inquiries, ensuring prompt resolution and maintaining customer satisfaction.
- Quality Assurance: Conduct regular quality checks and audits to ensure consistent service delivery aligned with company standards.
- Process Optimization: Analyze customer service processes and workflows to identify inefficiencies and implement improvements that enhance productivity and customer experience.
- Reporting and Analysis: Prepare and present regular reports on team performance, customer feedback, and service level metrics to senior management.
- Collaboration and Communication: Work closely with other departments, such as Quality and Training, to ensure seamless communication and efficient resolution of customer issues.
- Goal Setting and Achievement: Set, monitor, and achieve performance targets and objectives for the customer care team to align with company goals.
- Team Building: Foster a positive and collaborative team environment by encouraging open communication, recognizing achievements, and promoting teamwork to enhance overall team morale and performance.
Analyst
Eclerx Pvt Ltd
2016.10 - 2018.04
- Technical Troubleshooting: Provided troubleshooting support for cable, telephone, and internet services for the U.S. market, resolving technical issues and ensuring service continuity.
- Advanced Technical Support: Acted as a 3rd tier technical support representative, handling complex technical problems that required in-depth knowledge and advanced problem-solving skills.
- Tool Utilization and Documentation: Utilized various tools to diagnose and resolve customer issues, meticulously documenting each interaction to maintain accurate records and enhance future support.
- High-Volume Call Handling: Managed over 150 outbound calls daily, consistently meeting or exceeding performance targets in a high-paced environment.
- Customer Service Excellence: Demonstrated efficiency and professionalism in managing irate customers, effectively de-escalating situations to achieve positive outcomes.
- Customer Satisfaction Assurance: Ensured high levels of customer satisfaction by delivering prompt, courteous, and effective service.
Education
Bachelor of Arts -
GGDSD
Chandigarh, India2015
Skills
- Team Leadership
- Customer Service Excellence
- Technical Troubleshooting
- Performance Monitoring and Analysis
- Conflict Resolution
- Communication and Interpersonal Skills
- Process Optimization
- Training and Development
- Quality Assurance
- Data Documentation and Reporting
Timeline
Assistant Manager Customer Care
Teleperformance
2019.04 - Current
Analyst
Eclerx Pvt Ltd
2016.10 - 2018.04
Bachelor of Arts -
GGDSD
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