Summary
Overview
Work History
Education
Skills
Timeline
Training
PERSONAL DETAILS
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Tarun Srivastava

Greater Noida West,UP

Summary

Dynamic and results-driven professional with extensive experience in Customer service operations, serving as a Subject Matter Expert (SME) and acting team manager. Proven ability to deliver exceptional customer experiences, resolve complex issues, and lead teams to achieve performance goals. Skilled in process optimization, team training, and escalation management, with a strong focus on quality, efficiency, and customer satisfaction. Adept at collaborating across departments to implement best practices and drive continuous improvement

Overview

13
13
years of professional experience

Work History

Subject Matter Expert & acting team manager

BT Group - British Telecom
07.2022 - 02.2026
  • Act as the first escalation point for customer or internal issues.
  • Responsibility to coach team members on process and procedures of our product and ensure compliance targets are met for my team
  • Handle query raised by team and provided solution
  • Ensure that I will meet all people management related targets – Conversion, validation, complaint compliance
  • Meet all sales KPI targets for the team.
  • Drive process improvements with respect to quality and productivity
  • Positive working environment & motivate team
  • Share process updates & conduct team session
  • Trained glide batches
  • Conducting quality check on the risk analysis done by peers.
  • Maintaining the allocation tracker & KPI's which includes the key parameter of the process like accuracy &TAT
  • Multinational telecommunications holding company headquartered in London, United Kingdom
  • Team Manager’s deliverables
  • Lead and manage a team of customer service representatives to achieve performance targets and maintain high service standards.
  • Monitor team KPIs, provide coaching and feedback to improve productivity and quality.
  • Strong analytical and problem-solving skills
  • Collaborate with cross-functional teams to streamline processes and enhance customer experience.
  • Conduct regular team meetings, performance reviews, and training sessions.
  • Prepared and presented operational performance reports to senior management.
  • Led incident management and escalation handling, ensuring timely resolution of critical service issues
  • Mentored junior staff, fostering skill development and career growth

Associate

BT Group - British Telecom
01.2019 - 01.2022
  • Worked as Floor Support for 6 months
  • Coach new hires on various work types
  • Handling all the billing related queries over the chat and email.
  • Set-up and amend direct debit for details for customers.
  • Helping customers to make a promise to pay.
  • Direct seller for Apple products and negotiate the deals for customers
  • Take payments through all the available payment modes.
  • Process all types of discounts and apply credit to the customer’s
  • Taking care of EE online accounts for technical related queries.
  • Ensures that complaint documentation meets good documentation practices as well
  • Multinational telecommunications holding company headquartered in London, United Kingdom

EXL Services (P) Ltd
01.2013 - 01.2017
  • Interaction with the customers via calls to handle customer inquiries, problems, complaints to ensure 100% customer satisfaction.
  • Providing 1'level of support to end user with business applications
  • Respond to phone calls professionally and courteously
  • Respond to customer inquiries, requests and resolve them with significant solution.
  • Provide information about current and upcoming products and services to the customers
  • Receive customer orders on phone and transfer to the appropriate departments, if required
  • Follow-up with the customer inquiries and requests
  • Validating billing & payment related issues with appropriate closure of the request
  • Formulating and completing call logs and reports for the entire team
  • Acts as a coach for new joiners within the team
  • Automation & BPO Services, Noida

Education

MA - English

Subharti University

Bachelor's - arts (P)

University of Delhi

Class XII - undefined

CBSE Board
Delhi

Class X - undefined

CBSE Board
Delhi

Skills

Telecom Operations & Service Assurance

Network Monitoring & Incident Management

Team Leadership & People Management

Process Optimization & Continuous Improvement

Stakeholder Communication & Escalation Handling

Timeline

Subject Matter Expert & acting team manager

BT Group - British Telecom
07.2022 - 02.2026

Associate

BT Group - British Telecom
01.2019 - 01.2022

EXL Services (P) Ltd
01.2013 - 01.2017

Bachelor's - arts (P)

University of Delhi

Class XII - undefined

CBSE Board

Class X - undefined

CBSE Board

MA - English

Subharti University

Training

  • Earned rewards & recognitions by British gas in every quarter at EXL 2013-2014
  • Attended service excellence program in 2013 also cleared Utilities academy Level I with 92%
  • Recognized with certificate of appreciation as the consistent performer in Quarter 3-4 by British Gas EXL
  • Customer Service Excellence
  • Leadership & People Management Training
  • Process Improvement & Quality Assurance Workshop

PERSONAL DETAILS

  • Nationality: Indian
  • Marital Status: Unmarried
  • Language Known: Hindi, English
  • Strengths: Patience, Keen in learning new things, good Interpersonal Skills
Tarun Srivastava