Sachin Kumar

Leading a team of 18 customer service representatives, defining standards, and determining goals or objectives, In order to provide exceptional customer service.

Impactful Queue monitoring to ensure maximum utilisation.

Worked on FCR, Ensuring Accurate Turn around time amongst the advisors, to reduce 9%

repetition of customers.

Controlling attrition and shrinkage, delivered and maintained 95% schedule adherence.

Recommend best practices to meet service level agreements of 90% by reducing AHT peak

hours and ensuring advisors are occupied on calls.

Implemented procedural and SOP changes by collecting customers' feedback that increased

customer satisfaction. and reduced the booking cancellation by 70%.

Monitor random outbound calls to improve the quality of call interactions, minimise errors and

deliver a high-quality service.

ACPT analysis on D-sat cases, and significantly improved satisfaction scores from 75% to 81%

by delivering targeted training to handle the complex issue quickly and de-escalate complaints.

Performance review with clients on a weekly and monthly basis to manage transparency in the

process and to find shortcomings beforehand with data drove approach

• Trained and mentored new employees to maximize team performance.
• Managed schedules, accepted time off requests and found coverage for short shifts.
• Recruited and interviewed candidates for management to evaluate readiness and fit for position.
• Supervised employees and oversaw quality compliance with company standards for food and services.
• Worked closely with team members to schedule breaks and shifts to meet state regulations.

• Cell: +60 17-298 9361
• E-mail: hello@friendscino.com
• Job Description
• Providing excellent wait service to ensure satisfaction
• Taking customer orders and delivering food and beverages
• Making menu recommendations, multi-tasking various front-of-the-house duties and collecting the bill.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Conducted employee evaluations to provide feedback and set expectations for future job performance.
• Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
• Achieved results by working with staff to meet established targets.

• 91 565 254 0151
• E-mail: resturant@kridharesidency.com
• Job Description
• Presenting a variety of menu options
• Advising on the best food and drink choices for each customer and answering questions
• Check with customers to ensure that they are enjoying their meals and take action to correct any problems
• 5.