SAGAR JHA
Bengaluru
Summary
Supportive Team Lead with 8 years of experience leading teams. Expert in following detailed production schedules with distinguished history of maximizing productivity. Committed to proactive reorganization for optimized safety and efficiency.
Overview
9
9
years of professional experience
Work History
Team Lead
IEnergizer(Air India)
12.2023 - Current
- Team Leader Escalations And Contact Centre Operation, Supervision and leadership to the BPO team, ensuring that team members are performing their tasks efficiently and meeting performance targets. Monitoring key performance indicators (KPIs) and ensure that the team meets or exceeds performance targets and service level agreements (SLAs), Serve as a point of contact between the BPO team and the client, addressing client concerns, and ensuring client satisfaction.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Managed 40 team member.
Senior Escalation Supervisor
lastminute.com
05.2023 - 10.2023
- Improved overall company reputation by consistently delivering exceptional customer service during escalations.
- Enhanced customer satisfaction by effectively addressing and resolving escalated issues.
- Minimized future escalations by proactively identifying potential problem areas and implementing preventive measures.
- Mentoring escalation and claims team.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Completed bi-weekly payroll for 40 employees.
Supervisor Customer Service
Indigo Airlines (Interglobe aviation limited)
11.2015 - 05.2023
- Roster management, NPS and CSAT spoke, Training team customer service, Monitoring of ticket sales, Customer relation spoke, Pre and post-flight briefings, Managing check-in counters, Maintain high quality of Check-in procedures, To assist customers with special requests, Outbound Inbound Call Supervisor, To assist customers with Mishandled/damaged baggage.
- Oversaw daily operations of department, ensuring smooth workflow and timely completion of tasks.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Education
MBA - Marketing Management And Research
SMU
Lucknow, India07-2014
BBA - Business Administration And Management
Graphic Era University
Dehradun07-2012
Skills
- Quality Control
- Resource Allocation
- Employee Evaluation
- Product Management
- Key Performance Indicators
- Operations Management
- Team motivation
- Client Service
Accomplishments
Trekking Certificate from HMRI Darjeeling.
Employee of the month for Indigo airlines
Star performer Indigo airlines
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Timeline
Team Lead
IEnergizer(Air India)
12.2023 - Current
Senior Escalation Supervisor
lastminute.com
05.2023 - 10.2023
Supervisor Customer Service
Indigo Airlines (Interglobe aviation limited)
11.2015 - 05.2023
MBA - Marketing Management And Research
SMU
BBA - Business Administration And Management
Graphic Era University
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