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PRATEEK GUPTA
Telecommunication
Ghaziabad,UP
Summary
Dynamic Team Manager with a proven track record at British Telecom, excelling in customer retention and driving revenue growth. Expert in complaint management and root cause analysis, achieving a 98% retention rate. Adept at leading cross-functional teams and enhancing customer experience through strategic insights and performance improvement initiatives.
Overview
2
2
Languages
1
1
Certification
16
16
years of professional experience
Work History
Team Manager
British Telecom
10.2021 - Current
- - Leading 26-member and retaining 98% SMB customers by providing satisfactory resolution on the back of complaint/ HLE.
- Finding contract copies against each sale made by difference sources and match the price on the order VS pricing on the order.
- Securing approvals for applying high value credits based on mis-sale complaints from BT finance team and applying the same on the customer billing account.
- - Supported 4 provision team leaders in Kolkata site by reviewing performance and providing actionable improvement suggestions.
- - Worked with project management team to reduce the incorrect volume coming to complaints team and delivered FTEs efficiency by 10%
- - Analyzed RCA insights using Salesforce and provided feedback to sales teams on the error made at the point of sale.
- - Generated revenue through renewal opportunities.
- Conducted weekly audits and facilitated coaching and feedback sessions to address opportunity areas.
Team Leader
Tech Mahindra
12.2019 - 10.2021
- - Managed 22-member team, responsible for working on open tickets around mobility issue, 95% resolution rate
- Developed a customer success team of 8 experienced members to effectively address high aged tickets.
- - Streamlined handling of bulk change request tickets for Facebook and TCS Client, enhancing processing efficiency.
- - Collaborated with compliance & quality team, organized weekly sessions for outliers to ensure compliance with AT&T guidelines.
- Collaborated with the automation team to implement a BOT for handling bulk requests for SMB customers.
Deputy Manager
Aakash Institute
12.2017 - 12.2019
- - Led 4 Team Leaders and 110 carrier counselors to enhance team performance.
- - Improved conversion rate to 80% by analyzing and integrating data from multiple sources.
- - Achieved ₹45L monthly revenue through digital admission.
- - Facilitated collaboration with Quality & Compliance team to enhance process accuracy., worked on Top 3 opportunities to improve the sales conversion.
- -Successfully led large transformation/migration/transition/deployments of Salesforce from old legacy system for better experience for employees for lead generation.
Assistant Manager
Concentrix
04.2016 - 12.2017
- - Resolved escalated issues from CEO, Legal, and Social Media, ensuring timely resolution.
- - Resolved 90% HLEs raised by customers on delayed mobile delivery, repair issues, handset heating issues, burn issues etc.
- - Led 35-member HLE complaints team to address customer concerns effectively.
- - Achieved 10% reduction in goodwill credit, enhancing cost management.
Team Manager
HCL
11.2010 - 03.2016
- - Handling Inbound team for British Telecom i.e. business provision management for SMB customer.
- - Supported customers with phone line, broadband, switches, handsets, routers, and maintenance, ensuring reliable service delivery.
- -Drove FCR/FLR Improvement project and achieved 70% FLR and 15% efficiency through continuous improvement with identified best practices.
- - Ran the AHT optimization project and successfully reduced AHT from 760 seconds to 650 seconds.
- - Participated in regular conference calls with stakeholders to discuss project updates and align on objectives. with stakeholders, first point of contact for client escalation, ensuring high customer satisfaction.
- - Enhanced CSAT from 86% to 95% during FY 2015-2016, reflecting commitment to customer satisfaction.
Education
B.Com -
CSJM University
03-2007
Skills
- Customer Relationship Management
- Account Management
- Customer engagement
- Sales Strategy Development
- Sales Process Optimization
- Upselling & Cross-Selling
- Customer Needs Analysis
- Escalation management
- Customer Experience (CX)
- Customer Feedback Analysis
- Stakeholder Management
- Account planning
- Root cause analysis
- Data-driven decisions
- Process Improvement
- Compliance Oversight
- Team Performance Metrics
- Cross-functional teamwork
- Team leadership
- Conflict resolution
Certification
- Six Sigma Green Belt
Languages
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Timeline
Team Manager
British Telecom
10.2021 - Current
Team Leader
Tech Mahindra
12.2019 - 10.2021
Deputy Manager
Aakash Institute
12.2017 - 12.2019
Assistant Manager
Concentrix
04.2016 - 12.2017
Team Manager
HCL
11.2010 - 03.2016
B.Com -
CSJM University