Vineet Walia
Faridabad
Summary
Result-driven and committed professional providing advisory services in Customer Services, Quality Assurance, Compliance and Operations. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Talented leader with analytical approach to business planning and day-to-day problem-solving. Smoothly equip employees to independently handle daily functions and meet customer needs. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
16
16
years of professional experience
Work History
Manager Grade : Operation Customer Service
Concentrix Services India Pvt. Ltd.
Gurugram
10.2015 - Current
- Experience in handling the Voice/Email/Chat & Message us line of business for E- Commerce, Crypto, Banking & Telecom industry
- Currently working with T-Mobile (US Telecom).
- Worked with client like Amazon, Coinbase, Chime.
- Worked with Transition team to setup (Chime) new business for US Client. Managed 150+ F.T.E's along with Deputy Managers, Assistant Managers and SME's.
- Lead on projects like AHT, Duplicates, contact handled to increase floor efficiency. Review the Teams performance on weekly/monthly basis.
- Manage shrinkage, people engagement and retention and employee satisfaction. During Pandemic, managed Business Continuity Plan (BCP) for the process.
- Identify operational risk issues and assign risk ratings consistent with established policies, procedures, and standards.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Managed and motivated employees to be productive and engaged in work.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Sales & Customer Service Team Leader
Network18 - E-commerce
Noida
01.2009 - 01.2015
- Handled team of 15 sales representatives
- Mentoring and monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group target
- Managed SLA, Shrinkage, employee engagement & employee satisfaction
- Drive sales initiative and achieve desired targets by providing the required support
- Set goals and develop plans for business and revenue growth
- Timely appraisal discussions with the individuals
- Preparing Score card of the floor and recommending HR for appraisals
- Plan and oversee new marketing initiatives
- Responsible for any kind of Escalations/ Exception handling for process related issues/ deliverables within TAT.
Customer Care Executive
Vodafone
01.2008 - 01.2009
- Responsible for customer service inbound voice process for telecom industry
- Front led the delivery of high-quality services to support the customer's business need and achieving the continuous high customer satisfaction by handling the queries related to billing, network and other telecom related issues.
- Conducted surveys to determine customer opinion of products and services.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Took ownership of customers issues to follow problems through to resolution.
Education
Master of Business Administration - Business Marketing and Human Resource
Maharishi Dayanand University
01.2014
Bachelor OF Commerce -
Indira Gandhi National Open University
Skills
- Operations Management
- Client Relation & Stake holder Management
- SLA & Escalation Management
- Employee Relations, Engagement & Retention
- Business Process Improvement
- Strategic Planning
- Training & Development
- Managing Larger Span
- Performance management through appraisal
- Stakeholder Management
- Building Capable Teams
- Customer Experience
Hobbies and Interests
Watching and playing cricket during leisure time. Follow all the cricket leagues around the world including IPL, PSL, CPL, BPL, and Big Bash. Favorite Teams: India, Australia, and Mumbai Indians. Travelling and Driving. Love spending time with family. Recently covered _____
Timeline
Manager Grade : Operation Customer Service
Concentrix Services India Pvt. Ltd.
10.2015 - Current
Sales & Customer Service Team Leader
Network18 - E-commerce
01.2009 - 01.2015
Customer Care Executive
Vodafone
01.2008 - 01.2009
Master of Business Administration - Business Marketing and Human Resource
Maharishi Dayanand University
Bachelor OF Commerce -
Indira Gandhi National Open University
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