Nitish Bhargav
Gurgaon
Summary
Detail-oriented Assistant Manager offers more than 2 -year progressive record of accomplishment in leadership roles. Establishes clear guidelines and enforces consistent policies to keep staff satisfied and on-target to achieve important objectives. Excellent relationship-building, multitasking and decision-making skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Manager
Infosys BPM LTD
Gurgaon
01.2024 - Current
- Coaching agents weekly & monthly on performance, area of improvement and basic hygiene.
- Review of agent performance and set the targets & share the action plan.
- Prepare weekly/monthly/quarterly reports for internal and external stakeholders.
- Find the pain areas and fill the process gap to improvise the customer experience.
- Real time queue monitoring.
- Preparing and presenting monthly team leader review data with higher management.
- Resolved conflicts between team members in an effective manner.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Collaborated with management on developing strategic plans for achieving business goals.
- Supervised daily operations including scheduling shifts, assigning duties.
Team Lead
Infosys BPM LTD
08.2022 - 12.2023
- Managed 20 team members & 4 Supervisors in achieving their client satisfaction & production goals & guided them on appropriate solutions
- Monitor team members calls to ensure client process and procedures were followed
- Coached new team members on service techniques to ensure we are up to date with the process
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Increased efficiency and performance by monitoring team members productivity and providing feedback
- Review Quality assurance scores and assist team members to improve their quality by conducting weekly coaching sessions
- Improving NPS & 1QS through Root cause analysis
- Reports - Daily, weekly, and Monthly reports were prepared and shared across with Senior Leadership and client
- Research on sensitive customer service complaints and delivered prompt resolution to ensure effective customer satisfaction
- Processed documentation and troubleshoot discrepancies to build client rapport
- Continually worked to fully understand the needs of client & assisted in identifying solutions that meet those needs.
Process Specialist
Infosys BPM LTD
12.2020 - 07.2022
- Works with clients to identify service-related needs and offers the most appropriate solutions providing world-class customer service
- Diagnose and resolve basic network and modem functionality issues
- Provide solutions and resolution resources for client repair problems
- Performing weekly ticket/call audits and providing feedback and guidance to resource
- Coordinate and work closely with department contacts issues to enhance customer relations and technical support.
Senior Process Executive
Infosys BPM LTD
04.2018 - 11.2020
- Involved in daily transactions processing related to US stock market
- Process Date of death cases with single and multiple beneficiaries
- Reconciliation of capital market securities on SSRS report and Thomson Reuters like Mutual fund, common stock, Bond, and listed securities to complete the trade settlement process
- Clear out of balance of stocks from customer account after reconciliation.
Process Sales Associate
Just Dial
05.2015 - 11.2017
- Schedule and coordinate meetings, appointments, and arrangements for supervisors and managers
- Worked as a sales associate in Just Dial
- Prepare invoices, reports, memos, letters, and other documents using spreadsheet
- Develop and maintain long term relationships with the clients.
Education
Secondary Education -
Khalsa Montessori Public School
01.2010
Masters in Operations & Marketing -
Gautam Buddha University
Bachelor of Business Management -
Gautam Buddha University
Skills
- Continuous Improvement
- Analytical Thinking
- Time Management
- Coaching & Mentoring
- Prioritizing Tasks
- Conflict Resolution Skills
- Effective Presentation Skills
- Task Delegation
Certification
- Power BI Certification, 09/16/23 - 09/17/23, Understanding the Power BI Dashboards to analyze the data.
- Six Sigma Green Belt Certification, 07/2022 - 12/2022, Dispatch Accuracy Improvement
- Retail Management - 2014, Understanding the concept of Retail Management
- Recruitment Strategies - 2013, Analysis of Recruitment strategies of HDFC Bank
Training
- Total Quality Management
- High Impact Presentations & Time Management
- Advanced Digital Marketing
- Problem Solving Decision Making
Awards
- Special Achievement Award
- Individual Extra miler Award
- SPOT Award
- Gold Medal in National Science Congress
- Appreciation of Organizing the Role play
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Timeline
Assistant Manager
Infosys BPM LTD
01.2024 - Current
Team Lead
Infosys BPM LTD
08.2022 - 12.2023
Process Specialist
Infosys BPM LTD
12.2020 - 07.2022
Senior Process Executive
Infosys BPM LTD
04.2018 - 11.2020
Process Sales Associate
Just Dial
05.2015 - 11.2017
Secondary Education -
Khalsa Montessori Public School
Masters in Operations & Marketing -
Gautam Buddha University
Bachelor of Business Management -
Gautam Buddha University
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