Vikas Taneja

Work History

SME

Airbnb Global Capability Center

01.2018 - 07.2024

Worked as a Trip Case Manager in the CS Rsolutions 1&2 departments till November 2021
Handling trip related escalations.
After November 2021, started working as Subject Matter Expert.
Managing team in the absence of the team leads and assigning the projects/tasks accordingly
Ensure to deliver the project before or within the given deadline
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Kept accurate records to document customer service actions and discussions.
Providing the required training to the partner vendors (TelePerformance, Wipro, TechMahindra etc.)
Generating the performance and the quality audit resorts on a daily basis
Leading projects and helping the team members to understand the work and the guidelines
Participating in the team meetings and clarifying the doubts and issues related to the projects and work
Proactively sharing inputs and suggestions in case of any changes required in the project guidelines or the process of work
Working on daily and weekly projects given by the stakeholders.
Always available to take feedback and working up on the improvement areas with a positive attitude.
Participating in the team activities from time to time to keep the team environment healthy and positive
Leading biweekly connects with the global stakeholders such as Global WFP Managers and scheduling team to review staffing performances on a rolling 6 week pattern
Evaluated staff performance and provided coaching to address inefficiencies.

Customer Service Representative

Admiral Solutions, EUI Ltd.

06.2016 - 06.2017

Worked in the UK Car Geneal Insurance Process.
Responded to customer requests for products, services, and company information.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Promptly responded to inquiries and requests from prospective customers.
Delivered prompt service to prioritize customer needs.
Educated customers about billing, payment processing and support policies and procedures.
Talking about the daily challenges and coming up with the productive solutions in the Team huddles
Taking One O One sessions on a monthly basis with the Team Leader

Team Leader, Sales Operations

TechVedic Technologies Pvt. Ltd.

11.2011 - 12.2015

Assigned sales organization objectives to sales team members in accordance with production schedule to meet business volume demands.
Monitored sales organization's compliance with corporate standards of record-keeping for customer personal information, sales records and validation reports.
Maintained up-to-date knowledge of products and services offered to customers.
Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
Identifying the process improvement needs and arranging the training as per the requirement
Motivating the Teams towards the completion of the assigned targets
Managing Attrition and Shrinkage in the team and generating reports about the same to share with the Sales Manager and HR Department
Discussion and meetings with the Management about the Process Improvement
Perform marketing and advertising services
Plan parties or other special events and services
Check to ensure that appropriate changes were made to resolve customers' problems
Place special orders or call other stores to find desired items
Provide assistance for customers with special billing requests
Establish standards for personnel performance and customer service
Schedule use of facilities or catering services for events such as banquets or receptions and negotiate details of arrangements with clients
Doing daily sales verification
Responsible for Customer Satisfaction and service delivery turnaround within a set time frame

Sr. Customer Service Representative

Kankei Marketing Relationship Pvt. Ltd.

01.2009 - 11.2011

Responded to customer requests for food products, services.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Met customer call guidelines for service levels, handle time and productivity.
Promptly responded to inquiries and requests from prospective customers.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Summary

Overview

Work History

SME

Customer Service Representative

Team Leader, Sales Operations

Sr. Customer Service Representative

Education

Bachelor of Arts - Arts

High School Diploma - Arts

Skills

Certification

Timeline

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