Summary
Overview
Work History
Education
Skills
Disclaimer
Timeline
Generic

Rohit Yadav

Indore

Summary

Experienced professional with a strong background in a specific industry, adept at specific skills. Proven track record in specific accomplishments, demonstrating relevant qualities. Passionate about specific interests or causes, driven by a commitment to overall goals or aspirations.

Overview

16
16
years of professional experience

Work History

Team Leader

Teleperformance GB Pvt. Ltd
Indore
09.2024 - Current
  • Facilitate the dissemination of daily updates and release announcements in collaboration with ACS experts, ensuring they provide accurate information and assistance to B2B users, perfectly.
  • Engage with the Client Service Director to address urgent support needs, and implement necessary adjustments in the delivery of reports for B2B users.
  • Conduct real-time case monitoring and auditing to ensure comprehensive support, and enhance overall quality performance by experts.
  • Provided coaching and constructive feedback to the experts, ensuring the consistent delivery of high-quality work.
  • Manage weekly client collaboration calls and provide a comprehensive report on performance metrics.
  • Consistently achieved and maintained client KPIs, including resolution rate, first-time resolution, and customer satisfaction (C-Sat).
  • Provide guidance and support to new experts, ensuring a thorough understanding of the process for enhanced efficiency and performance.
  • Conducted regular evaluations of team performance to ensure efficiency, quality, and continuous improvement.
  • Facilitated skip-level and daily interactions with experts to gain insights into their concerns and implement effective resolutions, fostering a supportive and productive work environment.

Team Leader

Taskus Pvt. Ltd
Indore
03.2021 - 09.2024
  • Developed and implemented a streamlined process for gathering business requirements and problem solutions for the finance customers.
  • Coached and provided feedback to the teammates, and ensured the delivery of quality work.
  • Enhanced teammates' performance by properly coaching them and preparing them for the next level.
  • Handled client calls and presented WBR, MBR.
  • Achieved and maintained the client KPIs (RR, FCR transfer rate).
  • Groomed supported our new work, met leaders for a better understanding of the process.
  • Reviewed the team's performance on a regular basis.
  • Ensured that schedule adherence is met.
  • Conducted skip-level and regular interactions with the team members to understand and resolve their concerns.
  • Planned employee engagement and motivation.

Assistant Manager

One point one solution private limited
10.2014 - 02.2021
  • Proficient Assistant Manager with a strong focus on achieving outcomes, possessing notable expertise in process management, and assuming leadership responsibilities. I have demonstrated exceptional leadership capabilities while overseeing and directing operational processes. I worked in different verticals.
  • Worked for the Videocon D2H process, interacting with the VDL D2H Customer and Customer Service Team.
  • Monitored and controlled the end-to-end operations, training quality for the entire premium process.
  • Day-to-day interaction with the client.
  • Achieved maintaining the client KPIs (SLA, AL Quality).
  • Kept a close watch on volume trends to ensure proper planning.
  • Ensured SL is met for all the volumes assigned to their respective shifts through proper planning.
  • Ensured meeting the quality score (as per client expectations).
  • Ensured adherence to organizational policies, security policy norms, at all times.
  • Coordinated and designed training programs for employees to enhance work efficiency.
  • Monitored the performance report to track their improvement ratio.
  • I reviewed the team leader's performance on a weekly basis.

Team Leader

One point one solution private limited
09.2011 - 09.2014
  • Responsible for handling a total span of around 20 teammates.
  • Analyzed and maintained all client service level agreements.
  • Identified best practices, and helped drive standard best practices in the process.
  • Frequent performance evaluations of the team encouraged them to achieve better and more consistent performances.
  • Capacity planning, weekly roster planning.
  • Planned employee engagement and motivation.
  • Conducted skip-level and regular interactions with the team members to understand and resolve their concerns.
  • Ensured that schedule adherence is met.
  • Represented operations in the panel for recruitment.

Customer Service Representative

Reliance Telecom Limited (Inhouse)
11.2009 - 08.2011
  • Effective customer interaction to ensure customer satisfaction.
  • Taking calls and handling high-profile customers.
  • Follow system disciplines and instructions of superiors, and provide complete support to seniors.
  • Take planned leaves and provide cooperation to operations when required.
  • Provide better customer service to customers, which is evaluated as good performance by using tools of the system, like CSAT, communication skills, and quality.
  • Maintain the basic discipline of the system, such as complete staff time, punctuality, and no absenteeism.

Education

Bachelor of Commerce (B.com) -

DAVV Institute of Commerce

Higher Secondary Education -

Shri Gujrati Samaj

Skills

  • Process improvement
  • Effective team leader
  • Strong interpersonal skills
  • Strong communication with teams
  • Strong Problem Solution
  • Risk Management
  • Exceptional organizational skills
  • Cost-benefit analysis
  • Team building
  • Interpersonal Skills
  • Excellent Analytical and Problem-solving Skills

Disclaimer

I affirm that all the information provided above is true to the best of my knowledge and belief.

Timeline

Team Leader

Teleperformance GB Pvt. Ltd
09.2024 - Current

Team Leader

Taskus Pvt. Ltd
03.2021 - 09.2024

Assistant Manager

One point one solution private limited
10.2014 - 02.2021

Team Leader

One point one solution private limited
09.2011 - 09.2014

Customer Service Representative

Reliance Telecom Limited (Inhouse)
11.2009 - 08.2011

Bachelor of Commerce (B.com) -

DAVV Institute of Commerce

Higher Secondary Education -

Shri Gujrati Samaj

Similar Profiles

CREATE PROFILE
Rohit Yadav