Vijay Kumar Sahani
New Delhi
Summary
With over 3 years of experience leading a team of more than 30 individuals, adept at setting clear daily goals, motivating team members, and developing effective strategies to achieve objectives. Strong in maximizing performance through constructive coaching and feedback, resulting in high team morale. Proven track record of talent retention and attrition management through exceptional leadership skills. Seeking an opportunity aligned with long-term career aspirations to embrace new responsibilities and contribute expertise.
Overview
13
13
years of professional experience
Work History
Team Leader
Concentrix Daksh India Service Pvt. Ltd.
06.2016 - Current
- Conduct team meetings daily to share process updates, maintain quality and compliance on calls, discuss daily goals, motivate team members, and discuss strategies to achieve daily goals.
- Audit calls and provide constructive coaching feedback to drive performance.
- Conduct one-on-one sessions with individuals to discuss their performance and areas of improvement, in order to drive consistent performance.
- Connect with 4-5 agents on a daily basis to get to know them on a personal level in order to manage attrition.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Established clear expectations for employees, providing guidance when needed.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Maintained a positive work environment that promoted collaboration between team members.
Customer Service Executive
Agis BPO
Gurgaon
07.2014 - 10.2015
- I used to attend the customers' calls to assist with their inquiries related to product information, order status, returns and exchanges, billing issues, and more.
Sales Executive
Platinum Circle Consultancy Program Pvt. Ltd
New Delhi
09.2011 - 08.2013
- I used to make calls to customers to generate sales lead.
- Promoted as executive verifier after six months of achieving sales target.
- Being an executive verifier, I used to make final billing calls to interested customers to get them enrolled in the program.
Education
B.com -
SOL Delhi University
01.2016
Intermediate Examination -
BSEB
01.2009
Secondary School Examination -
BSEB
01.2007
Skills
- Drive performance(CSAT, NPS, and SALE) through constructive coaching-feedback, and SMART goal framework
- Maintain hygiene matrices as well, like AHT, NTT, HOLD, TRANSFER RATE etc
- Ensure adequate staff is available to meet SLA
- Manage shrinkage and attrition through strong people leadership skill
- Maintain quality and compliance, and hygiene on calls
Accomplishments
Rewarded as best team leader in Feb-2024.
Timeline
Team Leader
Concentrix Daksh India Service Pvt. Ltd.
06.2016 - Current
Customer Service Executive
Agis BPO
07.2014 - 10.2015
Sales Executive
Platinum Circle Consultancy Program Pvt. Ltd
09.2011 - 08.2013
B.com -
SOL Delhi University
Intermediate Examination -
BSEB
Secondary School Examination -
BSEB
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