Sourav Vohra
New Delhi
Summary
Results-driven Team Lead with strong problem-solving, communication, and leadership skills. Experienced in inspiring teams to achieve company goals through effective coordination and guidance. Committed to fostering a collaborative environment that drives success.
Overview
7
7
years of professional experience
Work History
Operations Team Leader
Concentrix Daksh Services Pvt. Ltd
Gurugram
12.2023 - Current
- Led team of customer service representatives, fostering a collaborative environment.
- Facilitated regular team meetings to review performance, share feedback, and resolve challenges.
- Provide training and coaching to new and existing team members.
- Ensure team members are up-to-date with product knowledge and company policies.
- Coordinated scheduling and staffing to maintain optimal team coverage.
- Regularly analyze shrinkage rates (planned and unplanned leaves).
- Created, monitored and adjusted daily production schedules.
Senior Advisor
Concentrix Daksh India pvt ltd
Gurgaon
02.2022 - 12.2023
- Provided professional customer support through chat and email channels for international clients.
- Consistently achieved KPIs related to Quality Assurance (QA), Customer Satisfaction (CSAT), Productivity, and SLA compliance.
- Reduced customer escalations through effective problem-solving and first-contact resolution.
- Assisted team members with process-related queries and knowledge sharing.
- Got promoted as a Team Leader after 1 year and 9 months.
Customer Service Specialist
Amazon Development Center
Noida
04.2019 - 02.2022
- Provide prompt, courteous, and accurate responses to customer inquiries via chat.
- Handle multiple chat sessions simultaneously without compromising service quality.
- Troubleshoot and resolve technical issues that customers may encounter.
- Handled multiple chat sessions simultaneously while maintaining high service quality.
- Tracked and analyzed CSAT and NPS to assess effectiveness of customer service interactions.
- Conduct KYC and AML reviews using client data to ensure compliance.
- Focused on resolving issues on first contact to minimize callbacks and reduce handling time.
- Promoted as a Subject Matter Expert while doing WFH.
Education
B.A -
Delhi University
DelhiXii (cbse) -
DK Convent School
DelhiSkills
- Customer relationship management
- Problem resolution
- Conflict resolution
- Time management
- Effective communication
- Critical thinking
Languages
- English, Advanced
- Hindi, Advanced
- Punjabi, Advanced
Passions
Passion fuels a thirst for knowledge and continuous learning in the BPO industry.
Languages
English
First Language
Timeline
Operations Team Leader
Concentrix Daksh Services Pvt. Ltd
12.2023 - Current
Senior Advisor
Concentrix Daksh India pvt ltd
02.2022 - 12.2023
Customer Service Specialist
Amazon Development Center
04.2019 - 02.2022
B.A -
Delhi University
Xii (cbse) -
DK Convent School