Vikas Taneja
SME
Gurgaon,HR
Summary
Dynamic individual with hands-on experience in sales, customer service teams, quality auditing, and a talent for navigating challenges. Strong problem-solving skills and a proactive approach to new tasks. Recognized for adaptability, creativity, and a results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals. Experienced leader with a strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for a collaborative approach and unwavering commitment to excellence.
Overview
14
14
years of professional experience
7
7
Certification
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.
Education
Bachelor of Arts - Arts
Open School Of Learning at Delhi University
New Delhi, Delhi03.2013
High School Diploma - Arts
S.D Senior Secondary School
Panipat, Haryana03.2007
Skills
- Strong analytical skills
- Creative solutions
- Performance Management
- Training and mentoring
- Team Leadership
- Multitasking Abilities
- Project Management
- Quality Assurance
- Team building
- Problem-solving aptitude
- Customer Relationship Management
Certification
- Lean Six Sigma Green Belt (KPMG)
- Project Management Foundations: Quality
- Communication Skills Machine: Master Persuasion & Influence
- Critical Thinking for More Effective Communication
- Thinking Creatively
- Consulting Approach to Problem Solving
Timeline
SME
Airbnb Global Capability Center
01.2018 - 07.2024
Customer Service Representative
Admiral Solutions, EUI Ltd.
06.2016 - 06.2017
Team Leader, Sales Operations
TechVedic Technologies Pvt. Ltd.
11.2011 - 12.2015
Sr. Customer Service Representative
Kankei Marketing Relationship Pvt. Ltd.
01.2009 - 11.2011
High School Diploma - Arts
S.D Senior Secondary School
- Lean Six Sigma Green Belt (KPMG)
- Project Management Foundations: Quality
- Communication Skills Machine: Master Persuasion & Influence
- Critical Thinking for More Effective Communication
- Thinking Creatively
- Consulting Approach to Problem Solving
Bachelor of Arts - Arts
Open School Of Learning at Delhi University
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