Vaibhav Kaushik
Team Leader
Delhi
Summary
I started my career by working as a customer support executive (CSE) at Tech Mahindra, Noida. I was promoted as a SME (subject matter expert) within one year. I performed all the duties and responsibilities needed to be performed by an SME. After that, I was promoted as a team leader within the same organization. I worked as a team leader for approximately a year at Tech Mahindra. After that, I joined Teleperformance as a team leader. Proven success in managing multiple projects while meeting tight deadlines. I am an experienced team leader with a strong background in customer service, team management, and process improvement. I am an organized person who is successful at managing multiple priorities with a positive attitude. I am willing to take on additional and new responsibilities. To attain the peak of success with my hard work and potential. I want to prove my best and contribute to the growth and success of the company with my experience of 4+ years.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Customer Support Executive
Tech Mahindra
09.2019 - 10.2020
- Provided exceptionally high levels of customer service and answered incoming queries with professionalism, empathy and enthusiasm.
- Responded proactively and positively to rapid change.
- Ensured customer service stayed excellent, attentive and helpful by proactively going the extra mile to assist customer needs.
- Conducted tasks as instructed by team leader, quality analyst, managers and clients on daily priorities under tight deadlines.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Subject Matter Expert
Tech Mahindra
10.2020 - 03.2021
- Trained and mentored new associates and helped improving the performance.
- Conducted regular dip checks and trainings to cover the process knowledge gaps.
- Monitored and tracked employees progress to identify improvement opportunities.
- Supported teammates in continuous delivery of quality of customer service.
- Resolved issues related to project deliverables.
- Conducted regular call, email and chat audits.
- Conducted one on one sessions with associates to help them with challenges regarding procedures.
Team Leader
Tech Mahindra
03.2021 - 12.2022
- Established open and professional relationships with team members.
- Assisted in recruitment of new team members, hiring qualified associated to build efficient team.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with clients.
- Worked with team to identify areas of improvement.
- Monitored time and attendance, enforcing compliance with company procedures relating to shrinkaeg, attrition.
- Created and managed project plans, timelines.
- Educated teammates on organizational goals to help employees achieve success.
Team Leader
Teleperformance Global Business Private Ltd.
01.2023 - Current
- Conducted regular trainings, dip checks and helped team members to promote productivity, accuracy, and commitment to jobs.
- Guided employees to foster proper completion of assigned responsibilities and KPI's in order to enhance their professional as well as personal growth.
- Evaluated CSAT & RR reports on daily basis and to check team’s performance on these metrics in the process.
- Setting clear goals and conducting performance reviews on regular basis to check whether it is meeting the standards or not.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Controlled attrition & shrinkage.
- Handled escalations internally and externally.
- Conducted regular reviews of operations and identified areas for improvement.
- Cultivated positive relationships with clients to deliver timely and effective results and solutions to the problems.
- Helped meet changing business demands by planning action plans and improvements in current activities.
Education
Matriculation - Commerce, CBSE
Guru Tegh Bahadur Public School
Model Town 04.2001 -
Intermediate - Commerce, CBSE
Guru Tegh Bahadur Public School
Model Town 04.2001 -
Majoring in Bachelor of Commerce -
IMS
Ghaziabad 04.2001 -
Skills
Strong Analytical Skills
Strategic Thinking
Training and Mentoring
Creative Solutions
Performance Evaluations
Client Support
People Management
Teamwork and Collaboration
Flexible Schedule
Key Performance Indicators
Staff Training
Service Level Agreements
Conflict Resolution
Team Check-Ins
Daily Workflow Improvement
Attention to Detail
Performance Improvement
Problem-Solving
Hobbies
Playing Cricket
Listening Music
Travelling
Timeline
Team Leader
Teleperformance Global Business Private Ltd.
01.2023 - Current
Team Leader
Tech Mahindra
03.2021 - 12.2022
Subject Matter Expert
Tech Mahindra
10.2020 - 03.2021
Customer Support Executive
Tech Mahindra
09.2019 - 10.2020
Matriculation - Commerce, CBSE
Guru Tegh Bahadur Public School
04.2001 -
Intermediate - Commerce, CBSE
Guru Tegh Bahadur Public School
04.2001 -
Majoring in Bachelor of Commerce -
IMS
04.2001 -