Gardening
NIDHI Jhamb
Customer Service, Operations
New Delhi,DL
Summary
Team Leader with over 6 years of experience in Customer Service Operations, adept at boosting team performance by leveraging individual strengths and implementing creative strategies. I believe in understanding the strengths and weaknesses of each team member to boost their morale and drive optimal performance. I take a proactive and creative approach to ensure employee satisfaction, paying close attention to even the smallest concerns. Encouraging team members to recognize and leverage their strengths is key to fostering a high-performing environment. I also prioritize adherence to company policies, addressing issues with clear action plans after multiple feedback sessions. By setting clear targets, monitoring performance, and ensuring open communication, I guide the team towards collective success.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Team Leader - CRM Operations
Teleperformance
11.2024 - Current
- Led a team of 15 customer service representatives, ensuring high-quality support and satisfaction for over 1,000 daily inquiries, which helped maintain service level agreements.
- Oversaw daily operations, monitoring team activities to ensure adherence to company policies and procedures.
- Created a positive work environment by fostering open communication and encouraging teamwork.
- Championed a customer-centric approach within the team, driving continuous improvement efforts in service delivery.
- Implemented and refined a customer feedback loop to identify key improvement areas, increasing customer satisfaction scores from 78% to 88% within six months.
- Analyzed performance metrics and restructured team roles based on strengths, leading to a 20% increase in resolution rates and a significant decrease in average handling time.
- Managed KPIs including Attrition, Absenteeism, Productivity, and NPS, ensuring alignment with company objectives.
Team Leader - CRM Operations
Foundever
05.2019 - 11.2024
- Led a team of 15 customer service representatives, ensuring high-quality support and satisfaction for over 1,000 daily inquiries, which helped maintain service level agreements.
- Helped new LOBs to settle in the business.
- Was SPOC for multiple new, short term projects as a part of improvement plan.
Agent Services Representative
Concentrix
08.2018 - 05.2019
- Handled customer inquiries efficiently, contributing to maintaining high service quality standards.
- Collaborated with team members to resolve complex issues, enhancing customer satisfaction and loyalty.
Education
MBA - Operations Management
Symbiosis School Of Distance Learning
Pune, India 01.2024 - Current
Bachelor of Arts - Mathematics
Kurukshetra University
Kurukshetra, India 06.2015 - 06.2018
Skills
Team management
Guidance and support
KPI Management
Performance Metrics Analysis
Customer Feedback Analysis
Service Level Agreement Management
Advanced Excel/Google Sheets
PivotTables
VLOOKUP for data analysis
Experience with Salesforce
Experience with Freshdesk
Experience with Kronos systems
Knowledge of atrium architecture
Experienced with Slack communication
Experienced in data analysis using Google Sheets
Excel data analysis skills
Interests
Travelling
Cooking
Redecorating house
Timeline
Team Leader - CRM Operations
Teleperformance
11.2024 - Current
MBA - Operations Management
Symbiosis School Of Distance Learning
01.2024 - Current
Team Leader - CRM Operations
Foundever
05.2019 - 11.2024
Agent Services Representative
Concentrix
08.2018 - 05.2019
Bachelor of Arts - Mathematics
Kurukshetra University
06.2015 - 06.2018