SHIVANI CHADHA
New Delhi
Summary
Dynamic Team Lead at Octro Inc with expertise in Customer Relationship Management and Operations Management. Proven track record in enhancing customer satisfaction and team performance through effective coaching and conflict resolution. Skilled in process optimization, driving operational efficiency, and fostering strong client relationships to achieve business goals.
Overview
9
9
years of professional experience
Work History
Team Lead
Octro Inc
02.2018 - Current
- Company Overview: Payroll of Skillwin Technology Private Limited
- Manage the day-to-day Planning, operation and problem-solving of a team of 5-9 resources.
- Supervise and support customer service representatives and set performance goals for regular performance evaluations.
- Effectively track and analyze the performance of individual team members and provide effective coaching and feedback.
- Auditing the calls of the team.
- Prepare and present regular reports on team performance.
- Communicate company policies, updates and initiatives to the team.
- Providing coaching, training and proper feedback to the team members for better improvement.
- Address and resolve escalated customer complaints or issues.
- Monitor customer interactions to ensure adherence to company policies and quality standards.
- Conduct effective resource planning to maximize the productivity of resources.
- Develop and implement strategies to improve customer satisfaction.
- Ensure outstanding customer satisfaction by maintaining strong working relationships.
- Generate regular reports on team performance, key metrics, and operational efficiency.
- Guide and lead team members to deliver products/services that meet or exceed the customer requirements.
- Payroll of Skillwin Technology Private Limited
DCG Tech LTD.
Gurgaon
05.2016 - 12.2017
- Company Overview: (Gurgaon)
- Worked in Customer Relationship Management Department (CRM).
- Resolving Customer Queries & Telephonic feedback from clients.
- Manage and analyze customer interactions and data throughout the customer life-cycle, with the goal of improving business relationships with customers.
- Taking care of the services of the customers.
- Maintenance of reports.
- Handling Live chats also.
- (Gurgaon)
Education
Master of Business Administration -
Tecnia Institute of Advanced Studies
01.2016
Bachelor of Business Administration -
Trinity Institute of Professional Studies
01.2014
Higher Secondary - XIIth(CBSE)
Green way Modern Sr.Sec. School
01.2011
Secondary - Xth(CBSE)
Green way Modern Sr.Sec. School
01.2009
Skills
- Customer Retention & Engagement
- Customer Relationship Management (CRM)
- Operations Management
- Team Coordination & Training
- Conflict Resolution & Escalation handling
- Cross-functional collaboration
- Process Optimisation & Quality Assurance
Languages
- English
- Hindi
Personal Information
- Father's Name: Sunil Kumar Chadha
- Date of Birth: 10/05/93
Timeline
Team Lead
Octro Inc
02.2018 - Current
DCG Tech LTD.
05.2016 - 12.2017
Master of Business Administration -
Tecnia Institute of Advanced Studies
Bachelor of Business Administration -
Trinity Institute of Professional Studies
Higher Secondary - XIIth(CBSE)
Green way Modern Sr.Sec. School
Secondary - Xth(CBSE)
Green way Modern Sr.Sec. School
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