Shubham Jain

• Lead and mentored an operational support team of 15 associates through delegating tasks as well as recommended new work procedures to streamline operations.
• Conducted regular performance evaluations for direct reports, providing constructive feedback and setting clear expectations for future success.
• Coordinated cross-departmental communication to facilitate seamless project execution, ultimately improving overall company efficiency.
• Conducted regular team meetings to maintain open communication channels and address any concerns or challenges promptly.
• Managed daily operations, ensuring quality control measures were in place to maintain high standards of customer service and product delivery.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

• Strategic Leadership: Developed and implemented strategic plans to enhance chat operations, including call centers and telecommunication infrastructure. Identified and drove initiatives to improve operational efficiency and effectiveness.
• Operational Oversight: Managed daily operations of chat systems and processes to ensure they function effectively and efficiently. Addressed any operational challenges promptly.
• Performance Management: Monitored and analyzed key performance metrics such as chat volume, response times, NPS, and customer satisfaction scores. Use data-driven insights to implement improvements and optimize performance.
• Team Leadership: Lead, mentored, and developed a team of personal bankers. Fostered a high-performance culture and ensured adherence to company policies and procedures. Conducted regular performance evaluations and provide constructive feedback.
• Budget Management: Oversaw the budgeting and financial management for chat operations. Ensured effective cost control and resource allocation to maximize operational efficiency.
• Collaboration: Worked closely with IT, HR, Customer Service, and other departments to ensure that chat operations align with broader organizational goals and objectives.

Started out my career with Amazon back in 2016 as a CS associate, was promoter first as a Resolution Specialist and then as a Team Manager over the course of 5 years. Below is a brief description of each work role:

CS Team Manager

• Exceeded team goals and collaborated with staff members to implement customer service initiatives.
• Assumed ownership of team productivity and managed workflow to meet or exceed quality service goals.
• Effectively supervised day to day front end operations of a busy customer service department
• Effectively managed associate's break schedule, productivity to labor, Non productive time, Project time, Training time and time on production and consistently delivered both quality and productivity metrics.

CS Resolution Specialist

• Provided over the shoulder process and communications support to 15-20 associates to help them resolve customer contacts smoothly.
• Audit coverage and providing coaching feedback
• Creating and executing action plans to drive team performance and quality

CS Associate

• Handled 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information and canceling services, processing returns and refunds, managing subscriptions and escalating delivery issues.
• Received an average 85% customer satisfaction rating to date, 15% higher than company average.