Tushar Goel
Senior Manager
New Delhi,DL
Summary
Versatile manager with background in coordinating diverse teams and managing complex projects. Skilled in strategic planning, operational improvement, and fostering collaborative environments. Demonstrated ability to enhance efficiency and productivity while maintaining high standards of quality. Successfully implemented innovative solutions that resulted in positive organizational changes.
Forward-thinking professional with proven history of leadership, planning and problem solving. Adept collaboration with professional to accomplish demanding objectives, motivate staff, and organize resources. Systematic understanding of maintaining coverage for all operational needs.
Overview
6
6
years of professional experience
Work History
Senior Deputy Manager
VDK EDUVENTURES PVT LTD
08.2021 - Current
- Delegated work to staff, setting priorities and goals.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Maintained records of all operational activities for future reference.
- Produced thorough, accurate and timely reports of project activities.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Created processes for handling customer complaints effectively.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Developed and implemented new procedures to improve efficiency of the organization.
- Provided necessary technical assistance and advice to subordinates when needed.
- Created and managed budgets for travel, training, and team-building activities.
- Provided guidance and support to team members to help them achieve goals.
- Assigned work and monitored performance of project personnel.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Reviewed completed work to verify consistency, quality, and conformance.
- Utilized various software and tools to streamline processes and optimize performance.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Maintained updated knowledge through continuing education and advanced training.
- Worked effectively in team environments to make the workplace more productive.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Updated and maintained databases with current information.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Team Leader
AEGIS, STARTEK
Noida
10.2020 - 08.2021
- Negotiated with vendors and suppliers to secure favorable terms and improve bottom-line results.
- Managed conflict resolution within the team to maintain a positive work environment.
- Organized client meetings to provide project updates.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Worked closely with human resources to support employee management and organizational planning.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Created training materials and conducted group trainings on new processes or procedures.
- Analyzed key performance indicators to identify effective strategies.
- Monitored operations and reviewed records and metrics to understand company performance.
- Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Identified needs of customers promptly and efficiently.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Reached out customers to collect outstanding payments via one-time or negotiated installment methods.
- Created and mailed current statements to customers.
- Effectively negotiated restructuring of loan payments.
- Reached out to customers to discuss late payments and options for remitting amounts due.
- Resolved escalated disputes between customers and the company concerning collections matters.
- Received and submitted payments and applied amounts to customer balances.
- Trained new staff members on proper collection techniques, policies, and procedures.
- Identified potential areas of improvement in collections process and implemented changes accordingly.
Team Leader
Fusion BPO Services
Noida
06.2020 - 10.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained updated knowledge through continuing education and advanced training.
- Managed accounts receivable, collections and credit activities for a large customer base.
- Monitored team performance metrics such as conversion rate, average time to collect payment.
- Advised senior management on best practices related to collections policies.
- Completed investigations of customer accounts and payment histories.
- Established relationships with key contacts at major clients' organizations.
- Developed and improved procedures for collection of past due amounts.
- Provided guidance to junior staff members on how to handle difficult customer situations.
- Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
- Trained new staff members on proper collection techniques, policies, and procedures.
Team Leader
P.C Financial
Noida
01.2019 - 06.2020
- Here I was handling a team of 15 to 20 CCT’s
- Tasks
- Led and supervised a debt collection team focused on collecting high-risk bad loans
- Performed phone monitoring and random call audits
- Trained, managed and developed a strong collection team
- Followed company procedures policies and mandates, LANGUAGES
- English
- Hindi
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Recognized by management for providing exceptional customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Utilized various software and tools to streamline processes and optimize performance.
Customer Relations Executive
Concentrix
Gurgaon
04.2019 - 12.2019
- Led on- and off-site customer support teams across multiple time zones.
- Updated system with order specifics and customer details, preferences, and billing information.
- Followed established protocols for escalation of unresolved customer issues to appropriate personnel.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
- Answered customer inquiries regarding product features, pricing plans and orders.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Developed an understanding of customer needs by actively listening during conversations.
Education
B.Com Merrut -
Charan Singh
University
INDIA01.2017
Skills
- Staff training and development
- Decision-making capacity
- Human resources management
- Performance improvements
- Sales strategies
- Sales and marketing
- Task delegation
- Operations management
- Recruiting and interviewing
- Sales monitoring
- Customer relationship management (CRM)
- Multitasking and organization
- Reporting and documenting
- Customer relations
- Business administration
- Team collaboration
- Team motivation
- Verbal and written communication
- Performance evaluation
- Workload management
- Orientation and training
- Time management
- Strategic planning
- Compliance
- Team motivation techniques
- Employee engagement
- Coaching and mentoring
- Customer service and satisfaction
- Business development
- Customer service
- Customer rapport
- Performance reviewing
- Team leadership
Languages
Hindi
First Language
English
Advanced
C1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Travelling
Science and Technology
Movies and Series
Adventure
Leadership
Networking
Skill Development
Software
Leadsquared
Avaya
Cisco
Knowlarity
Ozentel
Quote
The future is made of the same stuff as the present.
Simone Weil
Work Preference
Work Type
Full TimePart TimeWork Location
On-SiteRemoteImportant To Me
Career advancementWork-life balancePersonal development programsTeam Building / Company RetreatsAccomplishments
- Supervised team of 20 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Promoted to Sr. Deputy Manager after 2 successful years in the Business Development department.
Timeline
Senior Deputy Manager
VDK EDUVENTURES PVT LTD
08.2021 - Current
Team Leader
AEGIS, STARTEK
10.2020 - 08.2021
Team Leader
Fusion BPO Services
06.2020 - 10.2020
Customer Relations Executive
Concentrix
04.2019 - 12.2019
Team Leader
P.C Financial
01.2019 - 06.2020
B.Com Merrut -
Charan Singh
University
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