SHAILESH GEORGE NIRMAL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
Work History
Assistant Manager – (Operations )
UDYAMA TELE SOLUTION AND SERVICES PRIVATE LIMITED
12.2023 - Current
- Email and Communication Management: Managed both inbound and outbound email communication processes.
- Ensured efficient handling of high-volume email correspondence, maintaining high standards of productivity and response times.
- Online Reputation Management (ORM): Oversaw social media grievance portal and managed company social media pages.
- Responded to customer inquiries and complaints on social media, ensuring a positive company image and swift resolution of issues.
- Team Leadership: Supervised a 400-seater process, optimizing productivity and workflow.
- Implemented strategies to enhance team performance and efficiency in handling email and inbound processes.
- Financial Oversight: Handled P&L (Profit and Loss) reporting for per-seat billing.
- Ensured accurate financial tracking and reporting to support business decision-making.
Team Leader Sale & Customer Support
Mirraw Online Service PVT LTD
10.2019 - 12.2023
- Worked collaboratively with team members to achieve customer service KPIs
- Used information gathered from customer grievances to curate customer FAQs to serve as part of company knowledge base
- Responded to every customer query and followed up post-chat to make customers feel valued
- Guided customers through purchasing process, helping clients feel more confident in making purchases by offering transparent details on products
- Led operations promoting productivity through high-quality coaching and mentoring
- Monitored sales leads and conversions, motivating and incentivising teams to continue increased business
- Created and implemented monthly KPI targets, driving team motivation and morale to achieve them
- Created high-performing, innovative advertising campaigns for maximum client satisfaction and enhanced future business
- Recruited and trained high-achieving sales teams, aiding company success against profit goals
- Improved team telemarketing skills by introducing and teaching modern sales techniques, encouraging positive engagement with customers and increasing sales.
Customer Service Team Leader
Wipro Pvt Ltd
05.2016 - 10.2019
- Supervised customer service representatives, assessed performance and organized development plans to diminish process lags
- Evaluated CRM reports regularly, actioning improvements to achieve impressive results
- Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions
- Coached staff on operating procedures to maintain quality services
- Followed scripts and processes to uphold brand standards
- Tracked trending issues and prepared reports for supervisory team to address repeated concerns
- Listened to individual complaints with open mind and asked detailed questions to understand issues
- Handled high-volume telephone calls to address and resolve customer queries.
Team Leader
Serco
10.2012 - 05.2016
- Developed open and professional relationships with team members to facilitate effective issue resolution
- Trained and supervised team to deliver on store sales targets
- Delivered quality service with friendly and professional demeanor
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
Education
Bachelor of Arts English Literature -
Mahatma Gandhi University
01.2016
H.S.C -
MAHATMA GANDHI COLLEGE
01.2006
MSBTE MUMBAI -
P.C, M, NASIK
01.2004
Skills
- Goal development planning
- Training and development
- Operational planning
- Issue resolution
- Invoicing
- Workforce Planning
- Productivity Enhancement
- Process Improvement
- Teamwork and Collaboration
Languages
English
Hindi
Marathi
Additional Information
I declare that all the information provided by me in this application is correct to the best of my knowledge and belief.
Timeline
Assistant Manager – (Operations )
UDYAMA TELE SOLUTION AND SERVICES PRIVATE LIMITED
12.2023 - Current
Team Leader Sale & Customer Support
Mirraw Online Service PVT LTD
10.2019 - 12.2023
Customer Service Team Leader
Wipro Pvt Ltd
05.2016 - 10.2019
Team Leader
Serco
10.2012 - 05.2016
Bachelor of Arts English Literature -
Mahatma Gandhi University
H.S.C -
MAHATMA GANDHI COLLEGE
MSBTE MUMBAI -
P.C, M, NASIK
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