PRINCE SEBASTIAN
Team Leader
Bangalore
Summary
Experienced Team Leader with overall 15 years of experience in Customer support & Technical Support. Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Key Achievements: - Have been recognized multiple times by the organization for outstanding contribution on the key deliverable achieved during the tenure of Advisor, SME, Quality Executive and Team Leader. Have received an award in the year 2021 by south zone leader for maintaining consistency in CSAT continuously for over a year. -Worked with management to improve performance consistently for chat business. -Created action plan on improving overall customer's experience by focusing overall chat handling skills. -Successfully completed Altitude career progression program.
Overview
17
17
years of professional experience
Work History
Team Leader
Concentrix Services India Private Limited
Bangalore
04.2019 - Current
- To ensure efficient functioning of the team in terms of quality of queries answered, attendance of team members and maintain discipline
- Engage with team members by providing appropriate feedback and process updates
- Adhere to and manage staffing as per plan during the shifts
- Client defined quality norms for transaction handling
- Monitors team adherence to quality & compliance standards
- Monitor and manage productivity and KPIs
- Provide regular & systematic coaching and feedback to the team on performance indicators
- Communicate program and operation management update to team members
- Communicate department and organizational objectives and goals to team members
- Identify individual training needs
- Problem solving escalation point for front line agents
- Conduct team meetings
- Give assistance to team members to meet their KRAs
- Share daily performance updates.
Quality Analyst
07.2016 - 04.2019
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity
- Analyzed quality and performance data to support operational decision-making
- Administered internal quality audits and assessed results to inform corrective action measures
Senior Associate
07.2012 - 07.2016
- Address/resolve customer’s issue or concern as per standard operating procedure
- Focus on Customer Satisfaction and Total Problem Resolution
- Keep updating process knowledge by completing self guided trainings on time
- Provide guidance & assistance to juniors.
Associate
11.2010 - 07.2012
- Address/resolve customer’s issue or concern as per standard operating procedure
- Focus on Customer Satisfaction and Total Problem Resolution
- Escalation of cases when necessary
- Keep updating process knowledge by completing self guided trainings on time.
Executive
Brigade Corporation India Private Limited
Hyderabad
09.2008 - 04.2009
- Monitor transactions and provide feedback & coaching to Advisors
- Share defect summary with Team managers to improve service
- Monitors team adherence to quality & compliance standards
- Attend internal and external calibration sessions
- Share important process updates/changes
- All.
Technical Support Executive
09.2006 - 09.2008
- Responsibilities:
- Process includes providing Technical Solutions, Shipping of parts, Escalation of cases and mainly concentrating on Customer Satisfaction and Total Problem Resolution.
Education
B.Sc - Mathematics, Statistics, Computer Science
Osmaniya University
Intermediate - Mathematics, Physics, Chemistry
M.G University
S.S.L.C - General Education
Skills
Performance Improvementundefined
Timeline
Team Leader
Concentrix Services India Private Limited
04.2019 - Current
Quality Analyst
07.2016 - 04.2019
Senior Associate
07.2012 - 07.2016
Associate
11.2010 - 07.2012
Executive
Brigade Corporation India Private Limited
09.2008 - 04.2009
Technical Support Executive
09.2006 - 09.2008
B.Sc - Mathematics, Statistics, Computer Science
Osmaniya University
Intermediate - Mathematics, Physics, Chemistry
M.G University
S.S.L.C - General Education
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