Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nitin Kumar Jha

New Delhi

Summary

Proven leader with a track record of enhancing team performance and customer satisfaction at Concentrix Daksh India Pvt Ltd. Excelled in team management and operational excellence Boosted efficiency through innovative strategies, showcasing strong customer relationship management and a commitment to process improvement.

Overview

17
17
years of professional experience

Work History

Deputy Manager

Concentrix Daksh India Pvt Ltd.
04.2015 - Current
  • Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
  • Created and maintained a strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.
  • Evaluated employee performance regularly using well-defined criteria, recognizing top performers and addressing underperformance proactively.
  • Improved team efficiency by streamlining processes and implementing innovative management strategies.
  • Oversaw daily operations of the department, ensuring maximum productivity and adherence to company policies.
  • Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.

Team Coach Production

Fidelity Information Services India Pvt. Ltd
01.2013 - 04.2015
  • To handle all the query received via chat (Mobile/Web)..
  • Mentoring Pre-OJT and OJT team to resolve their issues while handling live chats.
  • Sharing process updates to the team.

Sr. Customer Support Executive

Convergys India Pvt. Ltd
10.2007 - 10.2010
  • To Solve all the queries related to up gradation of the contract and send the upgraded handset to the customer from the warehouse.
  • To activate SIM cards.
  • To reply customer’s query via emails.
  • To allocate the work to the team member and do a quality
    checks of their work as an added responsibility.

Education

Graduation

Magadh University
Bodh Gaya, India

Skills

  • Team Management and Leadership
  • Customer Relationship Management
  • Operational / Process Excellence
  • ESAT, CSAT, NPS
  • Audit and Compliance
  • Technical Skills : Windows, MS
    Office and Internet Applications, Powerbi (Basic)

Timeline

Deputy Manager

Concentrix Daksh India Pvt Ltd.
04.2015 - Current

Team Coach Production

Fidelity Information Services India Pvt. Ltd
01.2013 - 04.2015

Sr. Customer Support Executive

Convergys India Pvt. Ltd
10.2007 - 10.2010

Graduation

Magadh University

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Nitin Kumar Jha