Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Raghav Bithal

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

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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
Raghav BithalTeam Lead