Raghav Bithal
Team Lead
Gurgaon
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Team Lead
Cognizant Technology Solutions Pvt. Ltd
Gurgaon
07.2020 - Current
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Coached team members in techniques necessary to complete job tasks.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Audited team performance with client parameters/standards.
- Plan for component development practices to support future/Potential projects.
- Developed monthly and daily production output plans to deliver on customer service and decided metrics.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
Account Manager & Trainer
Ucertify Pvt. Ltd
Noida
05.2019 - 04.2020
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Negotiated prices for products and close the deals.
- Liaised with marketing and sales teams to develop targeted campaigns.
- Educated clients on new products or services to increase customer engagement with brand.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
- Developed and implemented strategies to increase client retention.
- Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
- Served customers with knowledgeable, friendly support at stage of before and after sales.
- Contributed to event marketing, sales and brand promotion.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Developed effective training plans based on department needs and objectives.
- Recorded and edited videos to facilitate remote learning.
Voice Coach
Wipro Pvt. Ltd
Noida/Navi Mumbai
07.2016 - 05.2019
- Developed and implemented successful onboarding program.
- Analyzed and evaluated training effectiveness and program outcomes.
- Created and oversaw training programs for operations.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed job-specific competencies and performance standards.
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
- Wrote training manuals for new employees and associate positions according to strict company guidelines and calling protocols.
- Developed lesson plans, instructional materials and written practice tests for pre process and refresher training.
- Trained and mentored around 150 new personnel hired to fulfill pre process and communication training requirements.
Associate
EXL Services Pvt. Ltd
Noida
12.2014 - 05.2016
- Spoke to customers in native language to increase loyalty and establish relationships.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
- Developed new sales opportunities through development and rollout of promotional plans.
- Worked varied hours to meet seasonal and business needs.
- Provided product price information to customers.
- Greeted customers and offered assistance for increased customer satisfaction.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Managed customer relations through communication and helpful interactions.
- Identified customer needs and wants to enhance customer experiences and boost sales.
- Created solutions for customers to satisfy specific needs, quality and budget.
- Utilized customer feedback to improve product offerings.
Customer Service Executive
Ienergizer Pvt. Ltd
Noida
12.2013 - 12.2014
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Described product and service details to customers to provide information on benefits and advantages.
- Informed customers of upcoming promotions and deals to boost sales.
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
Education
Bachelor of Commerce - Commerce
Lyallpur Khalsa College
Jalandhar, Punjab 04.2010 - 09.2013
Skills
Client Service
Certification
Train The Trainer
Timeline
Team Lead
Cognizant Technology Solutions Pvt. Ltd
07.2020 - Current
Account Manager & Trainer
Ucertify Pvt. Ltd
05.2019 - 04.2020
First Line Manager
07-2018
Train The Trainer
06-2017
Voice Coach
Wipro Pvt. Ltd
07.2016 - 05.2019
Associate
EXL Services Pvt. Ltd
12.2014 - 05.2016
Customer Service Executive
Ienergizer Pvt. Ltd
12.2013 - 12.2014
Bachelor of Commerce - Commerce
Lyallpur Khalsa College
04.2010 - 09.2013