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
Account management
Complaint resolution
Written Communication
Training and mentoring
Recruitment
Risk management
Staff Management
Improvement initiatives
Operations management
Project Management
New hire on-boarding
Written and oral communication
Marketing and advertising
Client communication
MS Office
Social media engagement
Social media management
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