Nipun Rapole
Hyderabad
Summary
Around 12+ years of Experience in BPO Industries.
Overview
14
14
years of professional experience
Work History
Team Leader
Gus Education India Pvt Ltd
04.2024 - 02.2025
- Handled team of 20 members and took care of end to end operations from counselling students till getting them enrolled
- Maintained a positive work environment that promoted collaboration between team members.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
Sr. Team Leader
Intouch CX
12.2020 - 03.2024
- Had a team of 24 Agents I used to look after, it is completely Sales
- We Handle the chats of the US Samsung website, the customer who enquire about the product get routed to us and we share the relevant information required and convince customer in making a purchase
- Got promoted as a Sr
- Team Lead and took care of 5 TL's and there span total of 90 FTE along with the support staff
- Handled Client calls daily basis, Calibrations daily, Performance review daily call with clients, RCA for the hits and misses on the daily performance, Coaching and feedback sessions with BQ's and TL's on weekly basis, Weekly performance Review with clients on Wednesday every week, Coordinating over the call with clients on any emerging issue to get it resolved, Coordinating with Other support team (RTA, MIS, QA and Training) for identifying issues, coming up with action plans to fix the same and planning a quick sessions on getting the process related issues fixed, Was a member of hiring panel would take care of interviews and selection process of the LOB as and when required
- Provided guidance to team members in resolving complex issues or complaints.
- Collaborated with other departments to ensure smooth operations of the team.
- Monitored staff performance through observation, audits and reports.
- Coached, mentored and trained junior team members on their roles and responsibilities.
Senior Team Leader
TBSS
08.2016 - 03.2020
- Had a team of 24 Agents I use to look after, it is completely Customer service
- Have handled Maximum team strength of over 50 agents when we had shortage of TL's for 2 months with smooth operations as well in this process, have experience in client handling review deck preparations and presenting review decks in client reviews as well
- This process is into a Hotels and hospitality, we use to handle sales for the customer who use to browse on google and call us with regards to their need
- In my one years of experience in this process I was consistently in top 5 TL's list for almost 8 months amongst 26 TL's
Team Leader
GJ Solutions
10.2015 - 04.2016
- Had a team of 20 Agents I used to look after, it is completely Customer service
- Maintained a positive work environment that promoted collaboration between team members.
- Ensured compliance with all safety regulations in the workplace.
Team Leader
OratorsSolutionsIndiaPrivateLimited
11.2013 - 07.2015
- Had a team of 50 Agents I used to look after, it is completely Customer service & Sales
Team Leader
Mas CallNet India Pvt Ltd.
08.2012 - 11.2013
- Had the team of 80 agents which I alone handled with the help of 2 SME's assisting me, it is Completely sales process in which my agent's convince the customer to convert their prepaid Vodafone Number into Postpaid
- We as a team have over achieved targets given by clients
Customer Care Executive
TBSS
07.2011 - 08.2012
- To Handle the Inbound Calls & Outbound Calls of Indian & NRI customers regarding Real Estate project which was running by the Godrej Properties
- And also manage the call & data which is related to Process
Customer Care Executive
AegisLtd.
09.2010 - 05.2011
- Handled Inbound Calls & Have assisted TL in driving 80 seater process
Education
Graduation -
Delhi
Delhi01.2012
Intermediate(XII) -
DelhiUniversity
Delhi01.2009
Highschool(X) -
APBoard
01.2007
Skills
- MS-Office
- CMS
- Excel
- Sales strategies
- Data analysis
- Customer service
- Client relations
- Team management
- Coaching techniques
- Call center operations
- People management
- Quality improvement
- Workflow management
Accomplishments
- Awarded Samsung ZFlip3 phone for highest revenue and units sold in November 2021
- Promoted as a Sr. TL in 1st appraisal based on performance
- Consistently maintained top 3 TL's list since joining organizations
- Awarded 100% Quality Badge from Clients for the year 2010
- Best Team Leader Award for June, July, and August 2013 from Clients (Vodafone)
- 20% hike in salary post completion of 1 year in Mas CallNet India Pvt. Ltd.
- Created highly effective new program that significantly impacted efficiency and improved operations.
- Consistently maintained high customer satisfaction ratings.
Languages
- English
- Hindi
- Telugu
- Marathi
Hobbies and Interests
- Playing Cricket
- Listening to Music
- Watching Cricket
Personal Information
- Father's Name: Rapole Mohan
- Date of Birth: 12/22/89
- Nationality: Indian
- Marital Status: Married
Languages
English
Proficient
C2
Hindi
Proficient
C2
Telugu
Upper Intermediate
B2
Marathi
Advanced
C1
Timeline
Team Leader
Gus Education India Pvt Ltd
04.2024 - 02.2025
Sr. Team Leader
Intouch CX
12.2020 - 03.2024
Senior Team Leader
TBSS
08.2016 - 03.2020
Team Leader
GJ Solutions
10.2015 - 04.2016
Team Leader
OratorsSolutionsIndiaPrivateLimited
11.2013 - 07.2015
Team Leader
Mas CallNet India Pvt Ltd.
08.2012 - 11.2013
Customer Care Executive
TBSS
07.2011 - 08.2012
Customer Care Executive
AegisLtd.
09.2010 - 05.2011
Graduation -
Delhi
Intermediate(XII) -
DelhiUniversity
Highschool(X) -
APBoard