Yawer Shah
Team Lead- Customer Service
Pune
Summary
Conscientious Team Leader with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Team Leader
Reliance Jio
Pune
08.2021 - Current
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled day-to-day customer contact via phones, and emails.
- Prepared Daily dashboard, Repeat, Interaction reports by collecting and analyzing customer information.
- Maintaining Sl's.
- Rostering of advisors.
- Handling of 55+ Customer Service Advisors.
- Responsible for PAN India Operations for wireline customers.
- Involvement in process improvements and implementation.
- Evaluated customer service staff performance and provided constructive feedback
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem
Operations Team Lead
Facile Services
Pune
02.2021 - 07.2021
- Motivated and trained employees to maximize team productivity.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Managed internal operational standards and productivity targets.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Analyzed department metrics and performance and reported findings to management.
- Managed 117 Advisors.
- Handling movement from manual to automated dialer.
- Trained 117 on Pulse Dialer which was in house developed CRM.
- Worked with world renowned clients like Dell, HPE, Aruba and Crowdstrike.
Operations Team Leader
Marketing Dice
Pune
09.2018 - 12.2020
- Assisted with improving revenue and customer numbers by overseeing implementation of diverse sales and service initiatives.
- Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
- Contributed to interviewing process and made new hire recommendations.
- Managed high workload with consistent record of achieving deadlines and production targets.
- Helped to increase sales and customer retention by managing implementation new marketing and service strategies.
- Maintained team compliance with company standards, safety practices and regulatory and environmental requirements.
- Produced detailed reports outlining performance against benchmarks.
Customer Relations Advisor
Vodafone India Services PVT. LTD
Pune
08.2016 - 05.2018
- Analyzed and recommended process improvements to reduce complaints and improve customer service throughout organization.
- Participated in activities designed to improve customer satisfaction and business performance.
- Investigated and responded to Better Business Bureau and attorney general inquiries.
- Maintained, tracked and trended data for monthly reporting.
- Conducted research, identified solutions and responded to customers within outlined service level agreements.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
Lead Generation Specialist
Aqwaa Technologies Pvt. Ltd
Srinagar
08.2015 - 07.2016
- Initiated contact with prospects and conducted follow-up calls to garner information and qualify leads.
- Cold called perspective customers to determine product or service needs, ascertain timelines and identify decision-makers.
- Built prospect lists of potential new customers through research and identification of business opportunities.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Set up appointments with interested customers according to schedule availability.
- Negotiated pricing and payment terms with customers when possible to close deals.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
Education
MBA - International Business Management
University Of Pune
Pune 06.2013 - 06.2015
BBA -
Sinhgad College Of Commerce
Pune 06.2011 - 06.2013
Skills
Complaint resolution
Technical Support
Report preparation
Training development aptitude
Microsoft Excel
Continuous process improvements
Processes implementation
Project implementation processes
Timeline
Customer Service Team Leader
Reliance Jio
08.2021 - Current
Operations Team Lead
Facile Services
02.2021 - 07.2021
Operations Team Leader
Marketing Dice
09.2018 - 12.2020
Customer Relations Advisor
Vodafone India Services PVT. LTD
08.2016 - 05.2018
Lead Generation Specialist
Aqwaa Technologies Pvt. Ltd
08.2015 - 07.2016
MBA - International Business Management
University Of Pune
06.2013 - 06.2015
BBA -
Sinhgad College Of Commerce
06.2011 - 06.2013