Customer Service Sales

Krishnakant Mehta

Tel: 099********

Address: Room no 5, Sharad Smruti Bldg, Manpada Road Dombivali (E), Thane-Maharashtra-India.

E-mail: ***********.*****@*******.***=

CAREER SUMMARY:

oExtensive Operations Management experience in Sales, customer service, and technical support – inbound/outbound voice, chat and e-mail across Telecom, Home Appliances and Real Estate domain.

oPossess strong team leadership, motivational, and coaching skills.

oProven expertise in meeting performance goals, efficiency levels, targets and quality assurance standards.

oIn-depth hand on experience in life cycle of BPO management with comprehensive Six Sigma and COPC understanding.

Key Skill:

Leadership Ability

Initiative

Team Synchronization

Customer Service

Pre Sales

Technical Skills

Problem Solving Ability

Decisiveness

OCCUPATIONAL ACHIEVEMENTS & PROJECTS:

Won <=5% attrition award for continuous 4 months.

Maximum promotions within the company.

Recognized as Highest Call taker in quality and productivity

Team of the Year award with TATA Telservices

Worked on the Call Back Management System Project which has helped in reducing the failed call backs for the skill set

Worked on process TAT improvement which helped generating customer satisfaction.

Increased sales revenue by 30-35%%.

Took SIX sigma and TQM projects which helped increased quality and reduced cost.

EXPERIENCE:

April-14 – Till Date One Point One Solutions PVT LTD

OPERATIONS MANAGER (Retail sales, BFSI and Customer Service)

Handling a team of 250 to 280 advisors with the support of 10 Team leaders and 2 SR Team leaders.

KPI Identification & Managing Operational Efficiencies

Conducting performance reviews for the group

Give business insights for MBR and drive operational rigor in implementing organizational plans and strategies

Managing group performance in regards to CSAT & Efficiency

Attrition Management & Employee Engagement programs

Ensuring smooth functioning of process by liaising with other departments

Cost Control & Employee Retention

Ensuring KPI’s are met as per client

Core projects Whirlpool, Godrej and Tata Teleservices.

Feb 2013 – Apr 2014 Sutherland Global Services (Lead Generation Desk)

Subject Matter Expert

Lead Generation of High End customer for real estate (Lodha Group) through Tele Calling.

Action on Hot & Cold Enquires received from sources such as Web Enquiry, Online, hoardings etc

End to End co ordination between Field Managers & Tele calling manager from Visit till booking

Nov 2010 – Jan 2013 I Can BPO PVT LTD.

SME/ Ass. Team Leader Operations

Handling a team of 15 Tele sales callers.

Managing revenue performance agent wise.

Conducting Team Skips

Working on Employee Engagement programs

Responsible for SLA management

Employee Retention

WFM management:-

Know the roistering & scheduling work very well

Roistering of associates shift by looking at call trend & AHT

Real Time adherence

Report making activity of associate’s productivity.

Making Service level report.

Training & Extra Curricular:-

Had taken several training batches for process training with 100% yield.

Green belt in Six Sigma, undertook projects using PDCA DMAVD and DMAIC for process improvement, quality improvement and variation reduction

EDUCATION:

2012 - 2013 Shree Venkateshwara University (UP).

Bachelors in Commerce

PERSONAL DETAILS

Date of Birth : 12th June 1991

Nationality : : Indian

Interests : Body Building and Learning.

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