Manager Executive

Rohit Pathania

CONTACT E-mail: **************@*****.***

Phone: 965-***-****

WORK EXPERIENCE

Accenture Pvt Ltd Jul 2017 — Present

Transaction Senior Analyst

*Manage a team of approx. 25-30 transaction processing associates and ensure that all key metrics of performance asper the Client SLA are met and exceeded.

*Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation; faster career advancement of the team members within the project or lateral movement.

*Manage team performance and responsible for the overall development of the team.

*Manage and strengthen Client Relationship.

*Ensures teams maintain a clean orderly work area through use of 5S visuals management tools and standards

*Provide feedback on employee and/or team performance to the supervisor and/or manager

*Handle escalated queries/calls and guide/assist the agents to take right action in premium queue and use of tools available for investigation.

*Responsible for day to day functioning/administrative work including production floor management

*Performs other duties as assigned by manager

Convergys Pvt Ltd Jun 2016 — Jun 2017

Spanish technical executive

*Managed and work close with a team of 12 technical service associates and lead weekly discussions to set sales goals as individuals.

*Communicate directly with customers and ensure their customer experience is pleasant, productive, and memorable, and to mediate any situations that may have escalated.

*Resolve Customer facing issues with our client services which were cable, internet, phone and home security over the chat.

Concentrix Pvt Ltd Nov 2015 — Jun2016

Spanish Lead

*Provide advice on destinations and packages to tourists.

*Provide inputs/recommendations on tour and vacation packages being planned by the company

*Attend to client’s queries made both on the phone and via the Internet

*Prepared travel itinerary for clients

*Trained new employees on customer service and up selling. 1

*Provide recommendations on how the company website can be improved for ease of use, completeness, and marketability, when necessary.

Jindal Intellicom Mar 2014 — Nov 2015

Spanish executive

*Handled anywhere between 150 - 250 calls daily

*Accepted and used Credit Card/Debit Card, ACH to make payments regarding all delinquent debts to remedy and pay-in-full over the telephone.

*Accepted and arranged post-date payments, applied when due on daily basis.

*Arranged payment plans and promises-to-pay with consumers to cure delinquent debts and pay-in-full.

*Knowledgeable of Bankruptcy Laws, Fair Credit Reporting Act, and Fair Debt Collection Practices Act.

*Met and exceeded monthly goal with the highest being over $15,000 collected in a month.

QUALIFICATIONS

Professional Qualification

*1-year Diploma course in travel & tourism from Bhartiya Vidhya Bhavan.

Academic Qualification

*B.Sc. Non-Medical from Jammu university

*12th from Jammu and Kashmir Board

*10th from Jammu Board.

Certifications

*Scrum Master: Scrum for the Team - Skillsoft

*Transitioning to Scrum - Skillsoft

*Agile for Software Development: Lean, Agile, & Scrum Methodologies - Skillsoft

*Agile Methodologies - Skillsoft

*Lean Principles in Six Sigma Projects - Skillsoft

*Six Sigma and Lean: Foundations and Principles - Skillsoft

LANGUAGE

*Spanish: Upper-intermediate

*English: Upper-intermediate

SKILLS

*Microsoft Excel: Expert

*Microsoft Outlook: Expert

*Quality Assurance: Expert

Contact this candidate