Summary

Overview

Work History

Education

Skills

Accomplishments

Languages

Personal Information

Timeline

Nishtha

Gurgaon

Summary

A competent professional with nearly 8 years of experience in Team Management/ People Management/ Customer Service/Content Moderation. Currently associated with Concentrix. as a Team Lead. Well versed with product and MS Windows, MS Office (Word, Excel & Power Point) and Internet Applications. Possess strong client servicing orientation with abilities in communicating with clients on understanding needs and aspirations. Ability to manage SLA within specified deadlines of the work.

Overview

8

8

years of professional experience

Work History

Assistant Manager

Concentrix India Ltd

Gurgaon

09.2016 - Current

Handling a team of 20-25 advisors both in grad bay and tenured
Daily coaching and monitoring overall performance
Weekly review and one on one with advisors to find out areas of improvement
Doing root cause analysis on EASY/Repeats to eradicate failures
Team management and real-time support
Completing appraisals and discussions on carrier and next role for agents
Managing team and site adherence on real-time basis
Excellent Customer Service attitude and good communication skills to the other support team
Identify and escalate situations requiring urgent attention
To respond accordingly based on the priority assigned to the issue listed in the priority level section to process the request and update them accordingly
Stay updated with system information, changes and updates
To ensure that all requests, complaints, enquiries or feedback are captured, monitored and attended to
Assist new hires such that they are productive on the floor in the shortest possible time frame
Build systems to ensure no escalations and is prompt in responding to escalations
Provide inputs to Leadership on process gaps that exist

Education

12th -

CBSE

01.2014

10th -

CBSE

01.2012

B.COM -

IEC University

Skills

Customer Service
People Management
Process Efficiency
Client Service Management
Training & Development

Workload management
Strategic planning
Team motivation
Employee performance evaluation
Team motivation techniques

Accomplishments

R&R (Rewards and Recognition), for the Support – Who Shine for the year
2017
2018
2021
2023
Concentrix
Best team SME of Quarter, Awarded twice.
Unsung Hero Award, 03/01/19, 2024
Client Appreciation, Received and certified.

Languages

English
Hindi

Personal Information

Father's Name: Uday Chand
Date of Birth: 11/02/95

Timeline

Assistant Manager

Concentrix India Ltd

09.2016 - Current

12th -

CBSE

10th -

CBSE

B.COM -

IEC University