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
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