Summary
Overview
Work History
Education
Skills
Additional Information
Work Availability
Timeline
Vishakha Bhati

Vishakha Bhati

Jaipur
The way to get started is to quit talking and begin doing.
Walt Disney

Summary

Highly motivated Customer Success Manager with 4.5 years of Customer/Technical Support experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.

Overview

4
4
years of professional experience

Work History

ASSISTANT SERVICE DELIVERY MANAGER

SUTHERLAND GLOBAL SERVICES
03.2023 - 07.2023
  • Met with customers to discuss service needs and offer available solutions.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Service Level Reports and Target achievements
  • Attainment of all the KPI's(CSAT, AHT, RFT, QA)
  • Guided agents on Customer Assistance and Billing queries.


ASSISTANT MANAGER

TELEPERFORMANCE USA
12.2021 - 03.2023
  • Client Interaction and KPI target achievement shared by client(Shrinkage, Attrition, FCR, QA, RFT, CSAT)
  • Guiding agents on basis of Technical Queries and Customer Assistance
  • Data Preparation and discussion on audited data with Managers Operation via Brainstorming session
  • Deliver on predefined individual and team targets including delivering outcomes with quality and excellence
  • Create tech expertise within the department
  • Troubleshoots problems or issues and supports the team in enhancing the workflow/processes for the department
  • Reviewed feedback involving Events content to help correct errors and establish or refine procedures and processes to improve accuracy

Technical Support Executive

Teleperformance
05.2019 - 11.2021
  • Analyzed and developed service goals for in-bound call center.
  • Managed customer contact center with 15 support representatives.
  • Identified key technology defects to streamline problem resolution.
  • Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
  • Assisted the customers on Photoshop, Lightroom, Bridge, Fresco, etc via Remote session
  • Troubleshooting Knowledge of Windows and Mac operating system
  • Provided Outbound Assistance as client asked and handled escalations

Education

Master of Arts - Economics, Banking and Finance Small Research on Public Banking Sector

MGSU
06.2018

BBA - Marketing and Finance

Calcutta University
09.2016

Skills

  • Team Management
  • Project Management
  • MS Office(Word, Excel, Outlook)
  • Certified SQL
  • Certified MS Power BI
  • Knowledge of Remote Support
  • Knowledge of JIRA and bug reporting
  • Lean Six sigma
  • Escalation and Tool Reporting
  • Strong presentation and communication skills
  • Knowledge of customer usage trends
  • Knowledge of Agile frameworks
  • Operational Efficiency
  • Critical Thinking
  • Technical Support
  • Upselling

Additional Information

  • TEX project Team Handling. Worked with Partner site Managers to reduce the Chat/Call Transfer Rate within the different LOB’s. Prepared Reports for the Transfer Rate reduction. Helped in the Customer Satisfaction and Assistance.
  • Cresta Team Pilot Batch for the Cresta Interface Testing.Checked the effectiveness of the Bot like user interface. Worked on the Improvement of the Interface with Bot(Live Engage). Edited the Troubleshooting Steps within the API.
  • AIC Implementation As Team Lead assisted in the implementation of the AIC. Guided the agents from various LOB’s on its set up. Time Bound. Successful Implementation of the Tool.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

ASSISTANT SERVICE DELIVERY MANAGER - SUTHERLAND GLOBAL SERVICES
03.2023 - 07.2023
ASSISTANT MANAGER - TELEPERFORMANCE USA
12.2021 - 03.2023
Technical Support Executive - Teleperformance
05.2019 - 11.2021
MGSU - Master of Arts, Economics, Banking and Finance Small Research on Public Banking Sector
Calcutta University - BBA, Marketing and Finance

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Vishakha Bhati