Subham Rai

In The role of Senior Team Leader Customer Service at Maxicus Technologies Pvt Ltd., strong leadership skills are utilized to guide a team towards achieving NPS Score, Quality Score, Feedback reviews exceptional performance and operational efficiency. Also Maintain Shrinkage, Attrition & Service Levels for process improvement. This position involves overseeing daily operations, ensuring that team members are motivated and equipped to meet their goals. Responsibilities include strategic planning and execution of projects that align with company objectives.

• Managed day-to-day operations of the department while ensuring high standards of quality control.
• Develop and implement strategies to enhance team performance and client satisfaction.
• Monitor team metrics and provide regular feedback to facilitate continuous improvement.
• Developed and maintained positive relationships with customers by responding to inquiries promptly and courteously.
• Handled 300 plus customer service queries per day with a 94.5% accuracy rate.
• Developed a comprehensive customer service training program that improved customer service skills among team members by 93%.
• Generated weekly reports on customer service metrics for management review.

As a Team Leader at IN Technologies Pvt Ltd., responsibilities included managing a Professional Customer Support team to deliver high-quality service and achieve team overall KPI's. This role required effective communication and interpersonal skills to motivate team members and resolve any issues that arose during operations. Managing daily report to showcase the data to the senior management. Consistent monitoring of team performance and manage Team Shrinkage, Attrition CSAT & DSAT.

• Led a professional Customer Support team in achieving operational targets and enhancing service delivery.
• Implemented training programs to upskill team members and improve overall performance.
• Facilitated regular team meetings to discuss progress and strategize for improvements.
• Developed performance metrics to assess team effectiveness and drive accountability.
• Provided technical support to customers over the phone and via email, resulting in a 98% customer satisfaction rate.
• Troubleshot technical issues and provided on-site technical support.
• Provided technical guidance and support to team members to ensure successful completion.

In the capacity of HNI Executive & Team Leader at Teleperformance (TP), responsibilities encompassed managing high-net-worth client relationships while leading a dedicated team for International Banking Process. This role involved ensuring that the team consistently provided top-tier service and addressed client needs effectively. Strategic planning and execution of initiatives aimed at enhancing client satisfaction were essential components of this position.

• Managed a team focused on servicing high-net-worth individuals, delivering personalized support.
• Analyzed client feedback to identify areas for service enhancement.
• Trained and mentored team members to ensure compliance with service standards.
• Achieved key performance indicators by implementing effective strategies and practices.
• Implemented strategies to improve Net Promoter Score, Customer Satisfaction, and Dissatisfaction metrics, contributing to overall customer experience enhancement.
• Conducted daily team huddles to promptly identify and address challenges, fostering a proactive problem-solving environment.