Umang Dahiya

Process : Apple (AMR Region)

• Assist in recruitment processes and play a role in dismissal procedures when necessary.
• Schedule and coordinate team meetings for effective communication.
• Manage team metrics, including attrition, shrinkage, schedule adherence, AMS, AHT, and quality.
• Oversee escalation handling and decile management within the team.
• Address employee concerns to maintain a positive work environment.
• Conduct employee performance reviews through coaching plans and performance improvement plans.
• Facilitate client calibration sessions to align service delivery with client expectations.

Process : Vodafone (UK)

• Led and motivated a team of 18 Associates, ensuring productivity and positive work culture.
• Managed customer escalations and complaints, implementing creative solutions to enhance customer loyalty.
• Coached and developed team members to meet and exceed company goals.
• Successfully executed Pilot projects aimed at optimizing the customer experience.
• Published quarterly reports and conducted customer meetings to review Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Maintained effective communication with all related departments to ensure smooth service delivery.
• Ensured contributions towards enhancing the overall Total Customer Experience.
• Prepared and submitted daily status reports to Managers, providing insights into team performance.
• Actively participated in Monthly client calls, presenting performance metrics and addressing client concerns.
• Conducted onboarding sessions for newly hired Associates, facilitating a smooth transition into the team.
• Collaborated with the HR team, actively contributing to Operations by handling Recruitment & Selection processes