Neeraj Thakur
Gurgaon,HR
Summary
Customer service professional with extensive experience in staff training and performance management at Aegis. Achieved service delivery improvements through innovative solutions, consistently surpassing performance targets. Demonstrated strong time management and problem-solving abilities, enhancing client relationships and team accountability. Proven track record in driving customer satisfaction and loyalty through effective communication and collaboration.
Overview
7
7
years of professional experience
Work History
Assistant Manager, Customer Service
Konexions
12.2022 - Current
- Boosted customer satisfaction by addressing inquiries promptly and resolving issues effectively.+
- Evaluated employee performance regularly, offering constructive feedback while recognizing outstanding achievements as appropriate.3
- Handled problematic customers and clients to assist there concern related to Airtel products maintain excellent customer service.+
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Contributed to revenue growth by identifying opportunities for process improvements that increased productivity while maintaining high standards of service quality.
- Collaborated with management to develop strategies for enhancing the overall customer experience.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Managed team of customer service representatives, ensuring consistent high-quality service delivery.
- Conducted regular team meetings to discuss progress, address concerns, and celebrate achievements.
- Worked closely with other departments within the organization to ensure seamless coordination when addressing complex customer issues or escalating concerns as needed.
- Increased sales through upselling and cross-selling techniques, educating customers on product offerings.-
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Team Leader - Service Delivery
Aegis Customer Support Services Private
02.2021 - 05.2022
- Provided exceptional customer support in addressing concerns and resolving issues promptly to maintain long-term client relationships.
- Established and maintained a culture of excellence within the team, setting high expectations for performance and accountability.
- Mitigated risks associated with service delivery by establishing contingency plans and proactive management strategies.
- Led a team of professionals to deliver high-quality services within strict deadlines.
- Conducted regular meetings with the team to review progress, address challenges, and align goals for successful outcomes.
- Maintained database systems to track and analyze operational data.
Team Leader - CRM Operations
Aegis Pvt.Limited
11.2017 - 02.2021
- Streamlined CRM operations by implementing new technologies and processes for enhanced efficiency.
- Championed a customer-centric approach, driving continuous improvements in service delivery.
- Conducted sessions with executives to provide daily updates and ensure adherence to processes.
- Managed attrition and shrinkage while meeting client-centric SLA and KPI targets.
- Tracked key performance indicators to measure success of campaigns.
- Delivered exceptional results consistently, exceeding set targets for both individual and team performance.
Education
Bachelor of Arts -
HSBE
Sirsa, IndiaHigh School -
HSBE
SirsaSkills
- Customer service expertise
- Staff training and development
- Innovation and creativity
- Performance tracking
- Microsoft outlook, word, and Excel
- Time management
Accomplishments
- Awarded for Extra Mile Support in yearly Company reward and recognition in November 2017 and promoted to Team Lead through IJP.
- Achieved Best Team lead award in yearly Company reward and recognition in November 2019 by completing SLA & KPI with accuracy and efficiency.
- Promoted to Assistant Manager Operations in 2022 through IJP.
- Recommendation Letter from Gopal Vittal Sir and Senior management team
- Supervising team of 60 staff members.
Languages
English
Hindi
Punjabi
German
Beginner (A1)
Timeline
Assistant Manager, Customer Service
Konexions
12.2022 - Current
Team Leader - Service Delivery
Aegis Customer Support Services Private
02.2021 - 05.2022
Team Leader - CRM Operations
Aegis Pvt.Limited
11.2017 - 02.2021
Bachelor of Arts -
HSBE
High School -
HSBE
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