Himanshu Ahuja
Customer Service Manager
Delhi
Summary
Highly experienced and results-oriented Customer Service Head with 15+ years in the customer service industry. Proven track record in managing large teams, streamlining operations, and enhancing customer satisfaction. Adept at developing and executing organizational strategies, driving team performance, and fostering a positive and productive work culture. Skilled in overseeing service delivery, optimizing customer service processes, and ensuring alignment with business goals and customer needs.
Overview
17
17
years of professional experience
Work History
Corporate Manager
Care Health Insurance Pvt. Ltd.
04.2022 - Current
- Head the Customer Service division, leading a team of 7 team leads and 100+ customer service personnel in a fast-paced, customer-centric environment.
- Provide coaching, mentoring, and performance management to team members, ensuring development and skill enhancement.
- Plan and manage employee training programs to build capability, engagement, and improve overall team performance.
- Foster an empowered, collaborative, and accountable culture, promoting motivation and alignment with company goals.
- Resolve conflicts and address team escalations, ensuring a positive and productive work environment.
- Team Leadership & Employee Development
- Strategic Planning & Performance Monitoring
- Develop and implement organizational strategies aligned with business objectives and process requirements, ensuring a customer-first approach.
- Prepare and present detailed dashboard reports on key performance metrics (daily, monthly, quarterly, and annually).
- Strategize and prepare annual workforce plans, adjusting to business requirements and trends.
- Monitor and maintain proper KPI expectations around team functions such as ticket resolution, calls, and customer communications.
- Drive changes that improve the effectiveness and efficiency of customer service operations to meet business goals.
Technical Service Expert
IBM
06.2010 - 04.2012
- Solving technical query for General Motor company employee
Process Associate
Genpact
01.2009 - 05.2010
- Uploading claim document for US health care services
Education
B.Sc -
CCS University Meerut
12th - undefined
DAV, Bulandshahr (affiliated to Up Board)
Skills
Team Leadership & Development
Workforce Planning & Resource Allocation
Data-Driven Insights & Reporting
Call Center Operations Management
Process Improvement
Timeline
Corporate Manager
Care Health Insurance Pvt. Ltd.
04.2022 - Current
Technical Service Expert
IBM
06.2010 - 04.2012
Process Associate
Genpact
01.2009 - 05.2010
12th - undefined
DAV, Bulandshahr (affiliated to Up Board)
B.Sc -
CCS University Meerut
Personal Contour
- DOB – 21st Sep-1985
- Marital Status – Married
- Current Location - Delhi