Sahil Nagpal

• Responsible for day to day operations of 100+ HC
• KPIs - VoCM, Customer Handling Time , Customer First Resolution
• Developed systems and procedures to improve operational quality and team efficiency.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Directed initiatives to improve work environment, company culture & overall business strategy.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
• Reduced operational risks while organizing data to forecast performance trends.

•Responsible for setting up Merchant Servicing in India

•Hiring of 40+ CCPs from different processes, end to end hiring

•Worked with Training Team(India) – Decisioning on various training needs, streamlining the whole process through constant collaboration

•Collaboration with Incentive team, weekly/daily meetings to ensure seamless Incentive migration & to Control monetary impact on employees

•Collaboration with Philippines team on setting up Technical Help desk for Merchants – Front Office

•Created 5 different pillar to drive participation & to empower budding employee to stay motivated & drive performance

•Mentoring/Handling Leaders for better performance & skill development through effective delegation

•Capacity Planning & Execution, Real time Skill management to meet Daily/Monthly numbers

•Responsible for presenting Process level reviews to SVP/VPs

• Responsible for leading a team of 18-20 FTEs
• Drove consistent performance throughout the years
• Performance reviews & decision making
• Along with Team Handling 30+ Projects delivered
• Capacity Management
• Innovative recurring Coaching & Feedback Strategy
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization
• Implemented innovative programs to increase employee loyalty and reduce turnover
• Trained and guided team members to maintain high productivity and performance metrics.

• Delivered process training to the new hires
• Managed bottom performers, cultivated high yielding process flows
• Redesigning of Product Learning material
• 100% through put when handling batches as process trainer
• SME for Lending, Charge cards & Corporate products
• Devised recommendations to streamline and simplify customer support system and improve response time.
• Built strong relationships with field operations team to support business development opportunities and improve service.
• Listened to customers' questions and concerns to provide answers or responses.
• Conducted surveys to determine customer opinion of products and services.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.
• Managed customer service effectiveness by monitoring performance and assessing metrics.

• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Motivated athletes to become stronger, more agile, and more effective through training habits and proper nutrition.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
• Established objectives to offer team members clear roadmap to help company achieve overall goals.
• Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Trained & Manged floor responsibilities in the absence of senior leadership
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Collaborated with management to identify and prioritize new development concepts.
• Analyzed business problems, identifying root causes and developing robust solutions.
• Developed and presented business cases, presentations and reports to senior management.