Shammi Sipehia
Team Leader
Mohali,PB
Summary
Knowledgeable and dedicated customer service professional with extensive experience in KPO industry with 7+ years. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of post-secondary education
7
7
years of professional experience
Work History
Team Coordinator
Softintels
Zirakpur, Punjab
11.2020 - Current
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Minimized process lags through operations protocols and client account management training.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Responded to team support questions quickly to maintain call center efficiency.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Engaged in continuous learning and development opportunities to promote continued performance improvement.
- Educated customers on company systems, form completion, and access to services.
- Prepare the schedule for the team on monthly basis including working weeks, hours etc.
- Assisted team to achieve their goals.
- Feedback & Coaching
- Providing trainings to the team
Associate Process Manager
eClerx Services Limited
Chandigarh, Chandigarh
12.2014 - 09.2020
- Conducted focus groups, surveys and feedback sessions to gather input from stakeholders.
- Promoted change through positive promotion, benefits demonstration and interactive approach.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Shrinkage & Attrition control, Team huddles, 1X1 Coaching/Feedback, Escalation calls collaboration.
- Leveraged informational documents to ensure that agents are aware of change in policies.
- Ops interventions in training batches
- Line & Adherence management to ensure complete break management, service level, answer to forecast targets.
- Optimized customer support by establishing collaborative service environment.
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
- Implemented and developed customer service training processes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
Practitioner
Concentrix Daksh Private Limited
Chandigarh, Chandigarh
12.2013 - 12.2014
- Educated customers on product and service details and information.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Selling Air Tickets, Cancellations, Refunds
- Flight Check-in, Seat Allocation.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor's of Commerce - Commerce
Government College
Daulatpur Chowk, UNA 05.2009 - 05.2012
High School - Commerce
Govt. Sr. Secondary School
Kangra, HP 03.2007 - 03.2009
Skills
Supervisory expertise
Service standard compliance
Staff education and training
Key performance indicators
Sales expertise
Technical Support
Performance improvement
Employee Evaluation
Timeline
Team Coordinator
Softintels
11.2020 - Current
Associate Process Manager
eClerx Services Limited
12.2014 - 09.2020
Practitioner
Concentrix Daksh Private Limited
12.2013 - 12.2014
Bachelor's of Commerce - Commerce
Government College
05.2009 - 05.2012
High School - Commerce
Govt. Sr. Secondary School
03.2007 - 03.2009