Learning new things
Raspal Singh Baldev Bhatti
Team Leader
Mira Road, Thane,Maharashtra
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
15
15
years of professional experience
15
15
years of post-secondary education
4
4
Languages
Work History
Team Leader - Comcast USA
First Source Solutions Limited
Mumbai, Maharashtra
04.2021 - Current
- Assisted with new hire processing and existing training programs.
- Led team of 15 members while providing exceptional customer service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Built strong relationships with customers through positive attitude and attentive response.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Upselling for upgrades, new LOB's (Line of Business) and movie services.
- Coordinated weekly meetings for internal and external groups.
- Mentored and guided employees to foster proper completion of assigned duties.
Team Leader - Vodafone Care (Australia)
Tech Mahindra Business Services
Mumbai, Maharashtra
09.2019 - 04.2021
- Built strong relationships with customers through positive attitude and attentive response.
- Assisted with new hire processing and existing training programs.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Led team of 15 members while providing exceptional customer service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Implemented new working processes to deliver multiple improvements.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Mentored and guided employees to foster proper completion of assigned duties.
- Cross-trained and provided backup support for organizational leadership.
Customer Service Representative - Vodafone Care
Tech Mahindra Business Services
Mumbai, Maharashtra
11.2011 - 09.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained up-to-date knowledge of product and service changes.
- Surpassed sales goals through implementation of effective marketing strategies.
- Trained new personnel regarding company operations, policies and services.
- Communicated professionally with colleagues, freelancers and clients.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Floor walking for new batches and help them learn and understand the process while maintaining the key metrics - NPS and AHT.
- Briefer: Shared new updates by conducting briefings across the floor
- Cross skilled new batches for the Vodafone Care process
- Assisted team in absence of team leader.
Customer Service Representative - Barclays OLB
Intelenet Global Services
Mumbai, Maharashtra
01.2009 - 10.2011
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Responded to customer requests for products, services and company information.
- Educated customers about billing, payment processing and support policies and procedures.
Head Waiter
Delhi Darbar Restaurant
Glasgow, Scotland
06.2007 - 08.2008
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Greeted new customers, discussed specials and took drink orders.
- Inspected dishes and utensils for cleanliness.
- Stayed up-to-date on menu changes to help customers make food choices.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
Education
10th (SSC) -
Cardinal Gracias High School
Bandra, Mumbai 06.1991 - 03.2002
Bachelor In Science - Mathematics
Radha Govind University
Jharkhand 05.2018 - 05.2021
12th HSC - Science Education
Guru Nanak Khalsa College
Matunga, Mumbai 06.2002 - 02.2004
Skills
Key performance indicators
Accomplishments
- Client appreciation for best team leader offsite
- Best team leader of the month award
- Best advisor of the month for 18 months in a row.
- Best advisor of the quarter
- Best advisor of the year
Interests
Reading Books and Novels
Traveling to new locations
Listening to Music
Playing Cricket
Additional Information
- Good typing speed
- Excellent with using MS application
Timeline
Team Leader - Comcast USA
First Source Solutions Limited
04.2021 - Current
Team Leader - Vodafone Care (Australia)
Tech Mahindra Business Services
09.2019 - 04.2021
Bachelor In Science - Mathematics
Radha Govind University
05.2018 - 05.2021
Customer Service Representative - Vodafone Care
Tech Mahindra Business Services
11.2011 - 09.2019
Customer Service Representative - Barclays OLB
Intelenet Global Services
01.2009 - 10.2011
Head Waiter
Delhi Darbar Restaurant
06.2007 - 08.2008
12th HSC - Science Education
Guru Nanak Khalsa College
06.2002 - 02.2004
10th (SSC) -
Cardinal Gracias High School
06.1991 - 03.2002
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