Team Leader Customer Support
Resume:
NARINDER KUMAR
****C/** GOVINDPURI KALKAJI, New Delhi - 19
Mob: 991*******, E-Mail: *************@*****.***
SKILL :
> Maintain Cordial relation with staff as well as Management to ensure
smooth running of operations.
> Have ability to do multitask in a fast-paced environment, while
maintaining an emphasis on quality.
> Believe in teamwork and creativity and able to work in team and lead
the team.
> Strategic thinking with analytical skills.
> Meticulous in planning and organizing skill with innovative idea.
WORK EXPERIENCE :
. Shopclues.com June 2012 to
till 20th June 2014
(Voice-Team Leader Sales & Customer Support)
Company Profile: Shopclues is known as one of the Largest Managed
Marketplace in India. Deal in Mobiles, Computer's, Health & Beauty,
Electronics & etc.
. Joined the organization as a Customer Care Supervisor with the prime
responsibility of handling a team of 25-30 associates and promoted as
Team Leader.
. Responsible for my Team's Metrics, shrinkage, leaves and performance
that comprises of 25-30 people.
. Provide active support to handle the floor.
. Monitoring calls of the CSA to improve their Average Scores and also
implementing Action Plans to improve the CSA's not up to the
benchmarks.
. Handle all types of immediate escalations happening on the floor.
. See to the day-to-day requirements, such as salary issues and leaves,
of my team members apart from their performance.
. To ensure that the Circle wise MTD metrics are met at the end of the
day by rigorous Floor Policing and keeping a watch on the AHT.
Taking weekly Team Huddles concerning any issues related to the
Operations, Admin, and Transport and gets them resolved. Also Briefing
them on the daily updates to keep them up to date of the happening and
the new launches.
. Letsbuy.com, Gurgaon Jan
2011 to June 2012
(Voice-Floor Supervisor)
. Joined the organization as Customer Care Executive and promoted as
Customer Care Supervisor with the prime responsibility of handling a
team of 25-30 associates.
Company Profile: Letsbuy.com was known as one of the leading online
shopping portal in India.
. Convergys, Gurgaon
Aug 2007 to May 2009
(Voice-Customer Care Officer & up selling)
Company Profile: Convergys is one of the leading MNC's in India, who
has contract with various companies in India & Abroad.
Job Profile:
. Worked as a Customer Care Officer in Citibank US Credit card Process
Citi Sunshine.
. Key role for this profile was to handle the customer queries regarding
their Credit card Accounts and Up selling.
. Kenkai, Delhi
Apr 2005 to June 2007
(Voice - customer care Executive)
Company Profile: Kenkai is well known in Delhi/NCR for marketing,
customer service & Sales.
Job Profile:
. Worked as a Customer care Executive for Hutchison Essar.
. Key responsibility was to handle the customer queries regarding their
mobile connections.
Page Point Services, Delhi
Jan 2003 to Mar 2005.
(Voice-Tele Sales Executive)
Company Profile: Pagepoint is well known as DSA in New Delhi. Has lot
of processes like Airtel, ABN, HDFC and others.
Job Profile:
. Key role was after receiving the data, call to the customer and
generate the sales for the company.
. We used to sell the Credit cards while calling the customer.
. My part of job was to make a call to the list of customer provided by
company and send Executive to deal with customer.
PROFESSIONAL QUALIFICATION :
. Completed WCC (Web Centric Curriculum) from NIIT New Delhi for One
Year.
ACADEMIC QUALIFICATION :
Course Board/University Year of
Passing
Intermediate Himachal Pradesh State Education 2010
Board
Higher Secondary Himachal Pradesh State Education 1993
Board
WCC Web Centric Curriculum from NIIT 2001
New Delhi
PERSONAL DETAILS:
Father's Name : Sri Bhagwan Dass
Permanent Address : 1238 C/10 2nd Floor Govindpuri Kalkaji New
Delhi - 110019.
Date of Birth : 03-01-1978
Sex : Male
Known Language : Hindi, English
Marital Status : Married
Date:
Place: Delhi
Signature
Contact this candidate