Skilled Support Team Lead with comprehensive background in customer service management. Strengths encompass conflict resolution, problem-solving and staff training. Demonstrable impact in previous roles includes enhancing team productivity, improving customer satisfaction rates and implementing efficient work-flow strategies. Possess strong leadership qualities, communication skills, and adaptability.
Hi, I’m
Sudhanshu Jaiswal
Gurugram
Summary
Overview
4
years of professional experience
Work History
IMPACT Infotech Pvt. Ltd. Mumbai
Support Team Lead
02.2024 - Current
Job overview
- Developed plans for team growth and identified areas of improvement.
- Conducted performance reviews for all members of the support team.
- Created reports that tracked customer satisfaction levels and highlighted areas in need of improvement.
- Resolved escalated customer inquiries in a timely manner.
- Monitored ticket queues to ensure all tickets were responded to promptly and accurately.
- Lead daily stand-up meetings with the support team to review progress on tasks.
- Analyzed customer feedback data to identify trends or common problems that needed attention from management.
TeleperformanceGurugram
Team Member
06.2023 - 01.2024
Job overview
Tech Mahindra LimitedNoida
Acting Team Leader
01.2022 - 05.2023
Job overview
- Maintained a positive work environment that promoted collaboration between team members.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Created training materials and conducted group trainings on new processes or procedures.
ASTRA Business Services Pvt. Ltd.Noida
Collection Agent
10.2020 - 04.2021
Job overview
- Developed and maintained strong customer relationships to ensure payment of overdue accounts.
- Conducted outbound calls to delinquent customers in order to secure payment or arrange for payment plan.
- Negotiated with customers regarding repayment plans, settlement offers, and other arrangements as needed.
- Awarded as top performer for continuous 3 months.
Education
Completed
Bachelor of Arts
University Overview
Skills
- Team Management
- Complaint resolution
- Report Generation
- Staff Training
- Customer Education
- Quality Control
- Report creation
- Client Relations
- Active Listening
- Customer Service
- Work Planning
- Team Supervision
- Teamwork and Collaboration
- Leading Team Meetings
- Performance Improvement
- Problem-Solving
- Conflict Resolution
- People Management
Languages
Hindi
First Language
English
Proficient
C2
Hobbies
Hobbies
- Playing Guitar
- Cooking
Software
Learning power BI
Timeline
Support Team Lead
IMPACT Infotech Pvt. Ltd.
02.2024 - Current
Team Member
Teleperformance
06.2023 - 01.2024
Acting Team Leader
Tech Mahindra Limited
01.2022 - 05.2023
Collection Agent
ASTRA Business Services Pvt. Ltd.
10.2020 - 04.2021
Completed
Bachelor of Arts
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