Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
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Vaibhav Kaushik

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

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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 -

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