Nicky Chauhan Gupta

Promoted to team leader of SMS channel of EDF Energy. Also used to train new batches on difficult areas and topics alongside managing team. Basic count of team members were 15-16. Also as a team leader was responsible for high escalation complaints of team which required me to call customers and speak with them to help them with their complaints until it was resolved. Other key roles were:

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• Coordinated team activities and delegated tasks to ensure efficient completion of projects.
• Conducted regular performance reviews to assess individual team member progress.
• Monitored daily workflow to ensure adherence to established policies and procedures.
• Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
• Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
• Facilitated communication between cross-functional teams within the organization.
• Participated in regular meetings with senior leadership to provide updates on team progress.
• Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.

Was promoted to trainer of new associates and helping them with onboarding. During pandemic used to train them online via webex and Microsoft teams. Role of trainer was:

• Designed and developed training materials for new employees in the organization.
• Conducted onboarding sessions to orientate new staff members about company policies and procedures.
• Provided feedback on employee performance based on observed results during training sessions.
• Organized and facilitated classroom workshops, webinars, and one-on-one coaching sessions.
• Developed assessment tests to evaluate trainees' knowledge of course material.
• Assisted with the development of online learning modules for remote learners.
• Maintained up-to-date records of trainee progress and provided regular updates to management team.
• Managed the technical setup for virtual classrooms, ensuring that all systems are functioning properly prior to class start time.
• Assessed training needs through surveys, interviews with employees or focus groups.

Was part of a new channel launch of EDF energy (SMS/WhatsApp) and was then promoted to floor support for the team to help them with any difficulties of day to day production/quality issues. Key roles were:

• Conducted research to identify new market opportunities.
• Provided direction and guidance to junior associates on complex tasks.
• Analyzed data and created reports for senior management.
• Arranging team huddles to discuss new guidelines and quality updates.
• One on one discussion with team members to understand the focus area and work on that.
• Learning all responsibilities of team leader.

Promoted to senior process associate and moved to front office chat process where we had to deal with dual chats at the same time.

• Developed and implemented process improvement initiatives to reduce customer wait times.
• Managed the development of operational policies, procedures, and standards for customer service operations.
• Resolved escalated issues from customers in a timely manner while ensuring satisfaction with solutions provided.
• Provided technical support for complex system problems encountered by customers.

• Started as junior associate and worked on a UK process - EDF Energy (electricity and gas supplier). Front desk job taking outbound emails and solving billing issues, online account issues and managing complaints. Problem solving on SAP platform and communicating with customers over email.