Pulkit Khurana
Operations Team Leader
New Delhi,Delhi
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Uses independent decision-making skills and sound judgment to positively impact company success. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
3
3
Vocal Language
Work History
Team Leader Operations
Webhelp India Pvt. Ltd.
12.2019 - Current
- Handled a team of content moderators who filters the unwanted content (Sexual, Nudity, Terrorism, Violent, Hate speech) from the public platform.
- Currently handling the team of 25 people who works in the UK Building insurance background over chat/email and backend.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Lead Operations
Concentrix Daksh Services India Pvt. Ltd.
06.2015 - 11.2019
- Handled an escalation team who supports all the apple products available in (includes iPhones, Macbooks, iMacs, Apple Watches, Airport devices, etc).
- Provided end to end support to everyone in the escalation team.
- Motivated team in Up selling of extended warranty to the customers who were eligible.
- Reviewed all sort of feedbacks from client, customers and advisors.
- Helped the team in testing whenever there was any new OS launch in terms of finding the bugs and errors which might cause problem in future.
- Tested every Beta version that launches to review the performance and software compatibility before it gets open to the world.
- Connected with Engineering team weekly for any recent changes that took place, and made sure that everyone is aware about the change.
- Handled any and every kind of escalation that comes across from the client for the advisors.
- Helped the escalation team to understand the troubleshooting for any customers issue for any product such as phone, laptop, PC, router, Wi-Fi extenders, smart watch, etc.
- Supervised the daily huddle of the advisors.
- Responsible for Escalation Team’s Performance by providing high end Customer Satisfaction.
- Monitor calls to ensure positive customer experience and provide direct feedback on observed performance.
- Managing the team target as well as individual target of team members.
- Understand and keep track of key team KPI’s. Manage dips in performance with adequate reinforcement plans proactively.
- Enhanced operational efficiency by streamlining processes and implementing new systems.
- Compiled training materials for new employees and tracked skill development.
Sales Executive
Innovative BPO
03.2013 - 04.2015
- Used to handle sales related queries and upselling of LIC Policies.
- Joined Innovative BPO in March 2013 as a Sales Executive (LIC Policies Sales Process).
- Listened to customer needs and desires to identify and recommend optimal products.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Recommended complementary purchases to customers, increasing revenue.
Education
Bachelor of Commerce -
Swami Vivekanand Subharti University
Meerut, India 04.2001 -
Senior Secondary With CBSE Board -
M.M. Public School
New Delhi, India 04.2001 -
Secondary With CBSE Board -
M.M. Public School
New Delhi, India 04.2001 -
Skills
Operational Excellence
undefinedAccomplishments
- Got recognition as the most hardworking and active SME in Avalon Care Process twice
- Got recognition to train advisors on the basis of my knowledge & innovative skills in Avalon
- Have been awarded as best TL in the LOB for 8 months consecutively
- Have been awarded with one of the most prestigious award of the organization for month in Webhelp
- Have been awarded with one of the most prestigious award of the organization for quarter in Webhelp
Work Summary
- Innvotive BPO, 03/13, Present, Sales Executive (LIC Policies Sales Process)
- Concentrix Daksh Services India Pvt. Ltd., 06/15, Present, Customer Care Executive for Technical Support in Apple process for iOS Support
- Concentrix Daksh Services India Pvt. Ltd., 04/16, Present, Apple Care next level support for iMacs
- Concentrix Daksh Services India Pvt. Ltd., 07/17, Present, Senior Customer Care Executive for Apple Care Escalation Team
- Concentrix Daksh Services India Pvt. Ltd., Present, Present, Subject Matter Expert for Escalation Team in the same project (Apple Care)
- Concentrix Daksh Services India Pvt. Ltd., Present, Present, Trained 3 batches (70+ Advisors) for Apple Watch Technical Support
- Concentrix Daksh Services India Pvt. Ltd., Present, Present, Senior Subject Matter Expert for Tier 2 Team
- Webhelp India Pvt. Ltd., 12/19, Present, Team Leader and handling a team of content moderators who filters out the unwanted (Harmful, sexual, violent, terrorism, hate speech) content from the public platform
- Webhelp India Pvt. Ltd., Present, Present, Academy Leader where I need to ensure that batches gets graduate without any hurdles, handled 20 batches of around 750 employees in total
- Webhelp India Pvt. Ltd., Present, Present, Currently working in a UK building & content insurance account where the team deals with customer queries through chats & emails and another team works on their accounts in backend
Academic Qualification
- Graduated in B.com from Swami Vivekanand Subharti University
- Senior Secondary with CBSE Board in Science Stream from M.M. Public School
- Secondary with CBSE Board from M.M. Public School
Trainings
- Coach To Lead in year 2018
- Soft Skills & Voice & Accent in 2015
- E-mail Writing Skills in June 2016
- MS Excel Training in 2017
- EXIT interview training.
- GDPR training
Passport
Yes
Personal Information
- Date of Birth: 01/23/94
- Nationality: Indian
- Marital Status: Married
- Hobbies: Music, Travelling
Disclaimer
I hereby declare that the above-mentioned information is true to best of my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Timeline
Team Leader Operations
Webhelp India Pvt. Ltd.
12.2019 - Current
Lead Operations
Concentrix Daksh Services India Pvt. Ltd.
06.2015 - 11.2019
Sales Executive
Innovative BPO
03.2013 - 04.2015
Bachelor of Commerce -
Swami Vivekanand Subharti University
04.2001 -
Senior Secondary With CBSE Board -
M.M. Public School
04.2001 -
Secondary With CBSE Board -
M.M. Public School
04.2001 -
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