Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Sarthak uppal

Sarthak uppal

meerut

Summary

People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.

Overview

6
6
years of professional experience

Work History

Team Leader

tech mahindra
Noida
07.2024 - Current
  • Managed a team a size of 20 associates in operations staff, providing guidance and support to ensure successful completion of tasks.
  • Trained, mentored and motivated employees to maximize team productivity
  • Provided technical advice and support to internal teams regarding complex operations-related issues.
  • Identified and addressed training gaps to enhance team competency and efficiency.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings such as C-sat, NPS.
  • Developed team members through one-on-one coaching and escalated call management.
  • Developed and monitored key performance indicators to assess team productivity.
  • Motivated and encouraged team members through positive communication and feedback.
  • Monitored call recordings to identify areas for improvement and compliance with protocols.

Senior Technical Support Associate

Tech Mahindra
Noida
03.2023 - 08.2024
  • Resolved customer complaints quickly and efficiently while maintaining positive relationships with customers.
  • Inform customers of new promotions or services available for them and try to pitch them in a right manner to make sales/upsell
  • Managed high-volume of inbound and outbound customer calls.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Handled escalated customer complaints using problem solving skills to resolve difficult situations quickly and efficiently.

Senior Customer Service Representative

concentrix
Gurugram
06.2019 - 09.2021
  • Answered customer inquiries via phone, email, and chat.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered inbound calls, chats and emails to facilitate customer service.

Education

MBA -

JP Institute of Engineering And Technology
Meerut
07-2023

BBA -

DDUMC
Meerut
06-2019

Skills

  • Mentoring
  • Call center operations
  • Giving constructive feedback
  • Performance improvement
  • Technical support
  • People management

Accomplishments

    Awarded with best performer for 3 consecutive business Quarters in Techmahindra.

    Awarded with Best team player for year 2023.

    Got bronze recognition for getting highest selling/upselling in Site.

    Got selected to test a new line of business by the client.

Timeline

Team Leader

tech mahindra
07.2024 - Current

Senior Technical Support Associate

Tech Mahindra
03.2023 - 08.2024

Senior Customer Service Representative

concentrix
06.2019 - 09.2021

MBA -

JP Institute of Engineering And Technology

BBA -

DDUMC

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Sarthak uppal