Vishal Upadhyay
Assistant Manager
Ghaziabad
Summary
Total 10+ years of Experience in the BPO/Project management industry. Specialized in People Management Relationship Management with the client and handling a team of 40+ members. Achieved a good performance stack while working in a challenging environment and upskilled with Senior Technical Executive, assisting operations managers for smooth operation day to day task along with handling internal project improvement plans and implementation for the same. Presently working as Assistant Manager in Concentrix. Flexible and versatile to adapt for any new environment and project.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
Work History
Assistant Manager
concentrix
10.2017 - Current
- Managed a team of 30-35 employees, setting goals and delegating tasks to ensure that deadlines were met.
- Working on SLA-less abandonment of chats, shrinkage, and, most importantly, attrition.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects, tasks.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
Subject Matter expert
Concentrix
10.2017 - 08.2021
- Supporting a Team size of 25 employees.
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
Process Executive
Concentrix
08.2015 - 09.2017
- Taking inbound calls related to troubleshooting of virgin media services.
Sr.Process Executive
Equiniti
08.2014 - 10.2015
- Analyzed existing processes to identify areas for improvement and Performed regular system updates, patches, and troubleshooting to ensure optimal performance and security.
Analyst
Infosys
03.2013 - 08.2014
- Appointed as Customer escalation department had to resolve customer's complaints related to shares and dividend.
- Achieved high levels of accuracy in data entry tasks through close attention to detail and regular quality checks.
- Organized office operations, leading daily activities and controlling correspondence.
- Handled complex customer inquiries, resolving issues promptly and professionally while maintaining excellent customer service standards.
- Ensured timely completion of projects, prioritizing tasks based on deadlines and importance.
Education
BCA -
Punjab Technical university
07.2008 - 05.2011
PGDB - undefined
IFBI
07.2011 - 05.2012
Bhadohi - undefined
07.2006 - 05.2008
Skills
Ability to Work Under Pressure
Communication Skills
Ability to Work in a Team
Creative Problem Solving
Leadership
Project Management
Analytical Thinking
Accomplishments
- Awarded with PAT ON BACK award twice within 2 years.
- Multiple clients and internal appreciations for handling the work queue during lockdown.
- Retention action created for the entire line of business.
- Shared the ideas and workload distribution to minimize the effect of WFH in the initial COVID phase.
Placeofbirth
Ghaziabad
Personal Information
- Date of Birth: 01/17/1992
- Nationality: Indian
Languages
Hindi
English
Timeline
Assistant Manager
concentrix
10.2017 - Current
Subject Matter expert
Concentrix
10.2017 - 08.2021
Process Executive
Concentrix
08.2015 - 09.2017
Sr.Process Executive
Equiniti
08.2014 - 10.2015
Analyst
Infosys
03.2013 - 08.2014
PGDB - undefined
IFBI
07.2011 - 05.2012
BCA -
Punjab Technical university
07.2008 - 05.2011
Bhadohi - undefined
07.2006 - 05.2008
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