Yog Pratap Singh

+919*********, +918*********

ad3n3o@r.postjobfree.com

Sai Apartment, Sector 49, Noida-201307

SUMMARY

Having more than 9 years of experience in BPO Industry. Experience of team handling and maintaining records/data. Looking for an opportunity where I can utilize my diversified experience and strong communication skills for growth and achievement in my professional career. SKILLS

Having good knowledge of Team handling.

Good working experience of MS Office (MS Word, MS Excel, MS PowerPoint, MS Outlook). EXPERIENCE

Jiva Ayurveda (Dec 2023- Current)

Team Leader

Lead the team, scheduled, and assigned duties to the team members.

Monitored performance metrics and coached associates toward improved performance.

Monitor call volumes and adjust agent’s schedules to handle heavy call volume.

Responsible for preparing, maintaining, and analyzing reports/data.

Worked/Visited on client’s location for better understating of process. Cogent E-Services Limited (March22- Dec 2023)

Team Leader for TATA Sky

Lead the team, scheduled, and assigned duties to the team members.

Monitored performance metrics and coached associates toward improved performance.

Monitor call volumes and adjust agent’s schedules to handle heavy call volume.

Responsible for preparing, maintaining, and analyzing reports/data.

Worked/Visited on client’s location for better understating of process. Fusion BPO Services (Jan22 – March22)

Team Leader for Dhani Loan

Lead the team, scheduled, and assigned duties to the team members.

Monitored performance metrics and coached associates toward improved performance.

Monitor call volumes and adjust agent’s schedules to handle heavy call volume.

Responsible for preparing, maintaining, and analyzing reports/data. Cyfuture India Pvt Ltd, NSEZ (Apr 2017 – Dec 2021) Team Leader

Lead the team, scheduled, and assigned duties to the team members of 12-13 process.

Trained new hires and current employees with processes/updates in various roles.

Monitored performance metrics and coached associates toward improved performance.

Monitor call volumes and adjust agent’s schedules to handle heavy call volume.

Handled the tasks of contributing ideas for developing ongoing process and workflow.

Responsible for preparing, maintaining, and analyzing reports/data.

Created KPI reports for management (call and email).

Worked/Visited on client’s location for better understating of process. Cyfuture India Pvt Ltd, NSEZ (March 2015 – Apr 2017) Customer care executive

Responsible for handling and solving customer support issues via calls and mails for escalated concerns.

Responded to escalated concerns in a calm and professional manner in attempts toprevent further escalations.

EDUCATION

Bachelor of commerce from Dr. Bhimrao Ambedkar University (2012 - 2014)

Master’s in business administration from Jain University (2021-2023) DECLARATION

I hereby certify that all information provided is correct to the best of my knowledge and belief and I Promise to abide all the norms laid down by your esteemed organization. Date

Place (Yog Pratap Singh)