Vikas Tomar
Assistant Manager
New Delhi
Summary
Dedicated and experienced Assistant Manager in Customer Experience with over 3 years of experience in managing large customer service teams, enhancing customer satisfaction, and driving process improvements. Proven track record in handling key performance metrics and delivering consistent service excellence. Skilled in team leadership, conflict resolution, and improving operational efficiency. Adept at managing large-scale operations, ensuring SLA compliance, and building high-performing teams that consistently exceed performance benchmarks.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
Assistant Manager - Customer Experience
Interglobal Technologies Pvt Ltd
Gurgaon
01.2025 - Current
- Spearheading the management of a large-scale customer service operation with a team span of 300+ agents, ensuring consistent performance and adherence to process standards
- Accountable for Key Performance Indicators (KPIs) such as CSAT (Customer Satisfaction), AHT (Average Handling Time), FCR (First Call Resolution), SLA adherence, and Quality Scores
- Driving Key Result Areas (KRAs) focused on team productivity, compliance, escalation management, and continuous service excellence
- Mentoring and coaching team leaders and frontline agents to enhance performance and build leadership pipelines
- Conducting regular performance reviews, R&R programs, and feedback sessions to foster employee engagement and reduce attrition
- Supervised day-to-day operations to meet performance, quality and service expectations.
Team Leader - Customer Experience
Interglobal Technologies Pvt Ltd
Gurgaon
09.2022 - 12.2024
- Lead a team of 20 customer service representatives, ensuring high levels of customer satisfaction and service quality
- Conducted regular training sessions to improve team skills and knowledge
- Resolved escalated customer issues, maintaining a positive company image and customer loyalty
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Customer Service Representative
Interglobal Technologies Pvt Ltd
Gurgaon
09.2021 - 01.2022
- Provided excellent customer service via phone and email
- Maintained a customer satisfaction rating of 90% or higher
- Assisted in the creation of a customer service knowledge base
- Collaborated with other departments to resolve customer issues promptly
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelors of Technology - Mechanical
Maharshi Dayanand University
Haryana 01.2015 - 01.2019
Class 12th - C.B.S.E
Army Public School
UttarakhandClass 10th - C.B.S.E
Army Public School
UttarakhandSkills
- Team leadership
- Excel proficiency
- Data analysis reporting
- Effective client communication
- Performance coaching
- Enhancing customer satisfaction
- Performance metric ownership
- Team leadership
Certification
Certified Lean Six Sigma Yellow Belt, Advanced Innovation Group Pro Excellence (AIGPE), 01/2024
Timeline
Assistant Manager - Customer Experience
Interglobal Technologies Pvt Ltd
01.2025 - Current
Team Leader - Customer Experience
Interglobal Technologies Pvt Ltd
09.2022 - 12.2024
Customer Service Representative
Interglobal Technologies Pvt Ltd
09.2021 - 01.2022
Bachelors of Technology - Mechanical
Maharshi Dayanand University
01.2015 - 01.2019
Class 12th - C.B.S.E
Army Public School
Class 10th - C.B.S.E
Army Public School
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