TUSHAR VASHIST
New Delhi
Summary
"I am a dedicated professional with a strong desire for continuous growth and excellence in my field. I firmly believe that with determination and the right mindset, any goal can be achieved. Committed to delivering outstanding results, I strive to consistently enhance my skills and contribute meaningfully to organizational success."
Overview
16
16
years of professional experience
Work History
Business Associate (Human Resources)
Tech Mahindra
2022.01 - Current
- Taking care of 60 international projects (entire international span) for Tech Mahindra pertaining to PLI (Performance linked incentive processing)
- Coordinating with different stakeholder like operations, MIS, IBU heads to ensure process gets streamlined and ensuring to get all artifacts from operations, MIS etc
- To ensure we validate the PLI related inputs for audit compliance
- Maintaining the entire employee life cycle
- Records Management, ensuring all employee files are up to date with all necessary documents
- Conducting Exit interviews
- Calling Employees who left the organization to know root cause of dissatisfaction and disseminating the details to the operations
- Employee files audit on daily basis to ensure documentation is complete from an audit’s perspective
- Leave Management: NCNS calling and sending warning emails
- Managing the entire leave data
- Resolving employee query pertaining to any company related policy, salary issue, computation discrepancy, leave queries, following up with the stakeholders to get complex issues resolved with specified TAT
- Resolving employee queries on Help Next portal & email
- Currently managing the Exit Ease Helpdesk wherein exited employees call us to get their employment related queries answered
Senior Quality Evaluator
Tech Mahindra
2018.10 - 2022.01
- Conduct monthly calibration sessions with Team Leads to develop scoring consistency & best practices
- Produce reporting based on audits and offer suggestions, job aids etc
- For improvement
- Utilize feedback from customers to facilitate improved quality of services being provided
- Monitor & evaluate randomly selected calls to assess associate’s service level standards & complete online evaluations of client calls
- Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center
- Conduct customer interaction and ticket reviews, and complete evaluations
Quality Evaluator
Convergys India limited
2013.04 - 2018.01
- Monitoring calls on daily basis
- Finding the areas of opportunities and sending ready feedbacks to the operations to prepare an action plan for continuous process improvement
- Attending call calibrations to analyze and evaluate calls and to check if everybody’s on the same page and for process improvement
- Currently responsible for monitoring calls for team leaders taking calls in Las Cruces (New Mexico)
- Preparing MOM on weekly basis and sending reports on Excel to the client and site leaders
- Monitoring Team Leads for Makati and Quezon Sites in Philippines and assisting them in preparing Coaching Strategies to help the outliers
- Preparing different kinds of Analysis to reduce Silence/Hold on the call for seamless Customer Experience
- Coaching the employees on soft skills
- Preparing Feedback compliance Reports on a weekly basis and Monthly basis
- Monitoring new hires and give constructive feedback to bring them up the learning curve
- Monitoring them again to check the improvement
- Arranging Role Plays to help them prepare for difficult scenarios
- Daily Monitoring 5 Key Quality Behaviors that agents need to observe on the calls and preparing reports based on that
- Assisting Bogota Team on assessing what are the Key Improvement Areas
- Performed different Analysis as per the Ops and Clients request
- Recording the findings and sending trend reports
- Actively participating and hosting Client Calibrations and assisting Ops team to be on the same page with the Quality Team
- Got great feedback from Client on the calibrations hosted and won Superstar for the Month of February and September
Customer service associate in Orange Pay monthly helpdesk
Convergys India private Limited
2010.07 - 2013.04
- Responsible for taking inbound calls pertaining to issue related to the orange mobile handsets
- Responsible for meeting the call target on daily basis and meeting other parameters set by the client
- Responsible for registering and activating new accounts
- Making sure that the SLA is met on a daily basis and mentoring new team members for any process related issues
- Supervising new team member and ensuring they are meeting AHT on a daily basis and taking sessions with the new hires to impart process related knowledge
Officer, customer service and office management
Flambond Appliances
2008.12 - 2009.12
- Attended customer calls and placed in queue for relevant action
- Resolved Customer complaints and adroitly dealt with disgruntled customers
- Monitored appliance servicing and installations
- Follow up with the customer to ensure every issue has been dealt with in the requisite manner
Education
B.COM -
Delhi University
01.2007
12th -
Mount Carmel School
Anand Niketan, New Delhi01.2004
10th -
Mount Carmel School
Anand Niketan, New Delhi01.2001
Post Graduate Diploma - Human Resource Management
Amity School of distance learning
Certified in Information Technology - Information Technology
N.I.I.T.
South Extension, New DelhiLean Six Sigma Green Belt -
Benchmark Six Sigma
Skills
Employee Life cycle management, Employee Query management, Employee Engagement, Designing Variable pay structure, Calibration with clients, Quality Management, Quality Control, Quality Tools, MS Office, HR generalist
Languages
- English
- Hindi
Hobbies and Interests
- Reading
- Singing
- Playing
- Watching Cricket
Professionalexamination
- Certified in Information Technology, N.I.I.T., South Extension, New Delhi, 6 months
- Post Graduate Diploma in Human Resource Management, Amity School of Distance Learning
- Lean Six Sigma Green Belt, Benchmark Six Sigma
Personal Information
- Father's Name: Mr. V.K. Vashist
- Date of Birth: 12/19/84
- Marital Status: Single
Languages
English
Upper Intermediate
B2
Timeline
Business Associate (Human Resources)
Tech Mahindra
2022.01 - Current
Senior Quality Evaluator
Tech Mahindra
2018.10 - 2022.01
Quality Evaluator
Convergys India limited
2013.04 - 2018.01
Customer service associate in Orange Pay monthly helpdesk
Convergys India private Limited
2010.07 - 2013.04
Officer, customer service and office management
Flambond Appliances
2008.12 - 2009.12
B.COM -
Delhi University
12th -
Mount Carmel School
10th -
Mount Carmel School
Post Graduate Diploma - Human Resource Management
Amity School of distance learning
Certified in Information Technology - Information Technology
N.I.I.T.
Lean Six Sigma Green Belt -
Benchmark Six Sigma