Vivek Rawat

• Directed and supervised sales team to meet monthly and quarterly targets.
• Enhanced performance through coaching, training, and regular reviews.
• Collaborated with senior management to formulate sales strategies and execute business plans.
• Monitored KPIs and prepared comprehensive sales reports for management review.
• Ensured exceptional customer service while managing key client relationships.

.⁠ ⁠Team Management: Supervise and mentor a team of customer service representatives, ensuring they meet performance and quality targets.

.⁠ ⁠Client Relationship: Build and maintain strong relationships with clients, addressing their concerns and ensuring service delivery meets expectations.

.⁠ ⁠Operational Efficiency: Monitor and optimize process workflows, identify areas for improvement, and implement changes to enhance productivity.

.⁠ ⁠Quality Assurance: Ensure adherence to quality standards, conduct audits, and implement corrective actions when necessary.

.⁠ ⁠Performance Management: Analyze metrics and reports, set performance goals, and provide constructive feedback to team members.

.⁠ ⁠Training and Development: Coordinate training sessions, workshops, and coaching to enhance team skills and knowledge.

.⁠ ⁠Process Improvement: Identify opportunities for process improvements and collaborate with internal stakeholders to implement changes.

.⁠ ⁠Compliance and Governance: Ensure adherence to organizational policies, industry regulations, and legal requirements.

.⁠ ⁠Employee Engagement: Foster a positive work environment, promote employee engagement, and address staff concerns.

.⁠ ⁠Reporting and Analytics: Prepare and present reports on team performance, trends, and areas for improvement.

• Team Management: Oversaw a team of 15-20 members handling both inbound and outbound calls.
• Performance Targets: Directed the team to achieve defined benchmarks in Quality, Call productivity, Sales, and Shrinkage, ensuring consistent high-quality service and customer satisfaction.
• Floor Operations: Managed floor operations by maintaining discipline, resolving associates' queries to assist customers promptly, and raising issues to the respective departments for swift resolution. Regularly updated associates on process/product changes and workstation availability.
• Performance Analysis: Utilized key performance indicators (KPIs) such as Customer Satisfaction (C-SAT), First-Call Resolution (FCR), Average Handling Time (AHT), Service Level (SL), Quality, and Abandoned Calls to assess team performance.
• Data-driven decision-making: Analyzed Management Information System (MIS) reports, as well as sales and service team reports, to extract actionable insights. Formulated and executed strategic action plans based on data analysis to enhance team and individual performance.
• Complaint Resolution: Expertly managed escalated customer complaints, overseeing the entire resolution process from initiation to end, ensuring the highest levels of customer satisfaction and retention.

• Process Management: Managed blended processes encompassing Inbound, Outbound, Email, and Escalation for Smartphone and Smart bands, ensuring seamless workflow and customer satisfaction.
• Operational Excellence: Oversaw process Shrinkage, Attrition, and Service Level, maintaining operational efficiency and meeting performance targets. • Performance Monitoring: Analyzed key performance indicators (KPIs) such as C-SAT, FCR, AHT, SL, Quality, and Abandoned Calls to continuously monitor and improve team performance.
• Data-driven decision-making: Utilized MIS, Sales, and service team reports for data analysis, devising actionable strategies to enhance team and individual performance.
• Cross-functional coordination: Coordinated with relevant departments and authorities to prioritize resolution of pending cases, ensuring customer satisfaction and timely case closure. Client Relationship Management: Managed client escalations and fulfilled requirements related to updates, while maintaining and improving process Key Performance Indicators (KPIs).
• Training and Development: Provided technical and process training to associates, enhancing their skills and knowledge.
• Knowledge Assessment: Conducted weekly Product Knowledge Tests to evaluate associates' knowledge and proficiency.

• Handling 20 to 25 Executive in team.
• Track performance on daily basis.
• Plan One on One Discussion with Bottom Quartile Advisors.
• Plan Call listening on daily basis with team.
• Reward with R&R for best performer of the team.
• Audit calls and sharing feedback.
• CSAT Analysis as per advisors.
• Performance Analyzing as per the BQ Advisors.
• Work with BQ Advisor and track efficacy.
• Conducted employee performance evaluations, providing constructive feedback for growth and development
• Increased sales through effective merchandising strategies and targeted promotions
• Maintained a clean, safe, and organized store environment to enhance the customer experience
• Streamlined store operations for increased efficiency, implementing new processes and procedures
• Managed inventory levels to minimize stockouts while reducing overhead costs
• Developed strong working relationships with staff, fostering a positive work environment

• Handling inbound installation queries
• Handling outbound for updating ETA's to customers
• Handling Customer escalations related to process
• Handling Day Start, Mid-Day, Day End & Hourly client reports
• Handling client Emails and Escalations for the process
• Handling updates and up scaling the team members
• Mentoring new hires and supporting the team member for queries
• Worked for Intec Dispatch, Cox

• Handling inbound queries
• Handling outbound for updating customer
• (After Promotion) Handling team of 25 agents
• Take pre and post shift every single day and tell them about new updates
• Audit their fatal call daily and coach them
• Check their daily c-sat report.
• Improved overall customer experience by proactively identifying areas for process improvement within the support department
• Managed multiple tasks simultaneously while maintaining composure during high-volume periods or challenging calls