Santosh Verma
New Delhi
Summary
Operations Lead with 7 years of experience in managing end-to-end operations, leading cross-functional teams, and driving performance metrics. Strong background in process optimization, client relationship management, and ensuring operational efficiency while maintaining high standards of customer satisfaction.
Overview
8
8
years of professional experience
Work History
Team Leader
HCL Technologies
01.2023 - Current
- Delegated tasks appropriately according to individual skill sets.
- Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
- Monitored team workload to prevent burnout and ensure equitable task distribution.
- Monitored team performance against targets, taking corrective action where necessary.
- Supported the manager in developing plans for future projects, initiatives and objectives.
QUALITY & TRAINING SPECIALIST
Concentrix Private Limited
04.2022 - 12.2022
- Evaluate chat interactions between customer support agents and customers to ensure that they meet the company's quality standards
- Track feedback and customer satisfaction surveys post-chat interactions to identify recurring issues and areas for improvement
- Regularly schedule refresher courses to ensure that employees are following the most current procedures and safety guidelines
- Assessed quality issues, conducted root cause analysis to improve overall quality performance
- Presented performance reviews & goals in WBR & MBR with clients
- Manage day to day operation tasks ensuring shrinkage, attrition, CSAT with the accuracy
- Develop and maintain strong relationships with the vendor partners to ensure effective communication and resolution of issues
QUALITY ANALYST
IGT Solution Pvt Ltd.
01.2020 - 03.2022
- Conduct coaching sessions and training for agents to improve customer service quality
- Assess whether travel bookings, inquiries, and issues are handled effectively and within established timelines
- Conduct root cause analysis in case of SLA violations and suggest corrective actions
CUSTOMER SUPPORT REPRESENTATIVE
Allsec Technologies Limited
11.2017 - 11.2019
- Handled the live calls of customers for OLX India
- Supervised the daily productivity for the team of 20 agents
- Assist in decision-making by providing insights and recommendations
- Assisted the team lead in random quality audits to ensure overall quality performance is met
Education
BACHELOR OF COMMERCE -
Rabindranath Tagore University
01.2020
SECONDARY SCHOOL -
C.B.S.E
01.2014
Skills
- Process Management
- Data Analysis
- Client Relationship Management
- AHT Management
- Conflict Resolution
- Training Planner and Implementation
- CSAT
- Root Cause Analysis
Timeline
Team Leader
HCL Technologies
01.2023 - Current
QUALITY & TRAINING SPECIALIST
Concentrix Private Limited
04.2022 - 12.2022
QUALITY ANALYST
IGT Solution Pvt Ltd.
01.2020 - 03.2022
CUSTOMER SUPPORT REPRESENTATIVE
Allsec Technologies Limited
11.2017 - 11.2019
BACHELOR OF COMMERCE -
Rabindranath Tagore University
SECONDARY SCHOOL -
C.B.S.E
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