SUMIT GOYAL
RZ-120 & 120-A, Uttam Valley Apartment, Uttam Vihar, Block-Q, St.No. 3, Uttam Nagar, New Delhi
Summary
To work in challenging environment that would utilize my knowledge and skills in taking up responsibilities entrusted to me by the management and to carve a niche in the corporate arena, utilize my skills and abilities to enhance security and professional growth, while being resourceful, innovative and flexible.
I found myself an organized and dependable candidate successful at managing multiple priorities with a positive attitude, willingness to take on added responsibilities to meet team goals. Along with that I will be a detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
I am seeking full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Sr. SME (Operations)
Concentrix Daksh Services India Pvt Ltd
07.2017 - Current
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked flexible hours across night, weekend and holiday shifts.
- Identified issues, analyzed information and provided solutions to problems.
- Cultivated interpersonal skills by building positive relationships with others.
Customer Service Representative
Teleperformance India Pvt Limited
01.2016 - 06.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Practitioner
Concentrix Daksh Services India Pvt Limited
09.2015 - 12.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Described product highlights and benefits to help guide purchasing decisions.
Customer Care Executive
Jindal Intellicom Limited
01.2015 - 06.2015
- Nominated for the Team Leader Role for giving exceptional performance throughout my tenure.
- Communicated with customers to identify needs and expectations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Took ownership of customers issues to follow problems through to resolution.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Coordinated timely responses to online customer communication and researched complex issues.
- Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.
Jr. Sales Officer
Usha Martin Ltd
07.2011 - 02.2014
- Appointed as a Sales Assistant for invoicing and taking care of loading of the material and further promoted as a Jr Sales Officer in 2012 after which I’d take care of daily Orders, Sales, Invoicing, loading/unloading of material along with daily inventory and quality checks
- Responsible for the daily inventory and quality checks of TMT steel Bars
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Passionate about learning and committed to continual improvement.
- Strengthened communication skills through regular interactions with others.
- Developed and maintained courteous and effective working relationships.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
Education
BBA - Human Resource And Marketing
Dr. Bhim Rao Ambedkar University
Agra12.2012
Intermediate - Commerce
NIOS (National Institute of Open Schooling)
Agra03.2009
High School - Commerce
C.B.S.E. Board
03.2006
Skills
- S/W Package: MS Office (Word, Excel, Power Point)
- H/W Package: Computer Assembling
- Accounting Package: Tally 90, 72 & 54
- Teamwork and Collaboration
- Performance Improvement
- Call Center Operations
- Issue Resolution
- Leadership
- Coaching and Mentoring
- Effective Customer Service
Accomplishments
I was awarded with the Unsung Hero Award for accomplishing time and motion study to bring down the chat ACW at Concentrix Daksh Services India Pvt. Ltd. for Gap Inc. Account, along with it got several appreciations by the Senior leadership time to time throughout my tenure
Previously, awarded as a EPMO Champ for lowest errors in customer interaction at Teleperformance India Pvt. Ltd for Uber Account
Timeline
Sr. SME (Operations)
Concentrix Daksh Services India Pvt Ltd
07.2017 - Current
Customer Service Representative
Teleperformance India Pvt Limited
01.2016 - 06.2017
Practitioner
Concentrix Daksh Services India Pvt Limited
09.2015 - 12.2015
Customer Care Executive
Jindal Intellicom Limited
01.2015 - 06.2015
Jr. Sales Officer
Usha Martin Ltd
07.2011 - 02.2014
BBA - Human Resource And Marketing
Dr. Bhim Rao Ambedkar University
Intermediate - Commerce
NIOS (National Institute of Open Schooling)
High School - Commerce
C.B.S.E. Board
Similar Profiles
Rehan PashaRehan Pasha
Sr. Supervisor Quality (Reporting & Automation) at Concentrix Daksh Services India PVT LTDSr. Supervisor Quality (Reporting & Automation) at Concentrix Daksh Services India PVT LTD
Hanisha DarisiHanisha Darisi
Lead - Analyst at Concentrix Daksh Services India Pvt LtdLead - Analyst at Concentrix Daksh Services India Pvt Ltd
Harsh KumarHarsh Kumar
Chat Advisor at Concentrix Daksh Services India Pvt LtdChat Advisor at Concentrix Daksh Services India Pvt Ltd
Harshit KumarHarshit Kumar
Sr. Representative, Operations at Concentrix Daksh Services India Pvt. Ltd.Sr. Representative, Operations at Concentrix Daksh Services India Pvt. Ltd.
Kiran MalhotraKiran Malhotra
Manager Sales (B2B Sales – US Process) at RASA GROUPManager Sales (B2B Sales – US Process) at RASA GROUP