JITENDRA SINGH

PADDA

CUSTOMER SUPPORT OPERATIONS MANAGER at

Muktai Technologies

ADDRESS Rashidiya, Dubai, UAE

EMAIL adgt5p@r.postjobfree.com PHONE +971 (0-544****** LinkedIn Address www.linkedin.com/in/jitendrasinghpadda/

SUMMARY

Ensuring Adequate centre coverage to achieve service level targets.

Optimising centre productivity, achieving correct quality standards and maintaing costs.

Resolving escalated complaints.

Always looking for a scope of improvement.

Managing recruitment campaigns including interviewing and retention.

Arranging and chairing team meetings where issues of performance are mutually discussed.

Customer centric approach and process orientation

Reporting Results to senior company Directors.

Strong strategic and critical thinking skills.

Obsessively organized and detail oriented.

Motivated, goal oriented, persistent and a skilled negotiator.

EXPERIENCE

Muktai Technologies – CUSTOMER SUPPORT OPERATIONS MANAGER – Nov 29, 2014 – Aug 21, 2020

Ensuring anticipatory Customer support is provided.

Ensure that the teams understand the Process End-to-End and perform on the agreed process deliverables in order to meet the business and maintain high quality of standards along with business constraints so as to achieve utmost customer satisfaction goals.

Communicating with agent level till senior authorities to Identify and implement process improvement initiatives for enhancing operational efficiency and service quality leading to enhanced client satisfaction.

Providing One to One Feedback, individual and team meetings with Assistant Managers, Team Leaders and mentors based on current and projected performance and ethics behavior inside company.

Accountable for handling versatile team of 150+ associates on inbound & outbound Customer Support projects.

Define and maintain effective escalation process for resolving client reported issues and for implementing effective remedial measures to minimize future recurrences.

Proactively escalate issues that require intervention/clarification from senior leadership or concerned team.

Work on achieving service level agreement for accomplishing key performance indicators / project milestones. Initiate and promote continuous improvement programs across sphere of influence.

Managed quality assurance program, including on-site evaluations, internal audits and customer surveys enhance customer satisfaction, service recovery, and eliminate service negatives.

Reach out to all teams on forward looking growth path, projects and set the teams ready for the evolving changes.

Led operation team in delivery of customer service project, resulting in 100% CSAT Score for all incomings.

Capacity Planning - Plan to help and avoid poor performance due to under- or over-scheduling of agents.

Compile Short term and Long Term forecasted call volumes.

Looking after Attrition and Shrinkage

Making team adhere to AHT Control, FCR - First Call Resolution, Schedule adherence and associated shift roster.

Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Timely submission of performance, production and associated center reports to higher management.

Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards.

Responsible for making sure that any gaps in performance or quality are quickly identified and addressed.

Producing accurate reports on team performance for senior managers.

Handle Projects for banks like HDFC and IDBI Bank (India). Providing customer support and upselling banking products like CC and Loans.

Handled Technical Support projects like Shell Petroleum, UK: Remote assistance to gas station’s forecourt.

Handled E Commerce project like Amazon, India: Customer service and technical support to seller. Seller Support.

Ekta Consultancy – Sr Analyst – (Nov 2012 - Oct 2014)

Research required information using available resources.

Follow standard processes and procedures.

Identify and escalate priority issues per Client specifications.

Redirect problems to appropriate resource.

Deliver service and support to end-users using and operating automated call distribution phone avaya, via remote connection over the Internet.

Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.

Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.

Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients,Virus,Windows update,Tune up and more.

Resolved customers’ concerns in a timely manner, using resources such as dealership communication

and goodwill tools.

Stay current with system information, changes and updates.

Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.

SKILLS

Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills. Knowledge of management principles and familiarity with company products, services, and policies. Strong coaching and leadership skills, ability to motivate employees.

EDUCATION

Mumbai University 2010 - 2012 – Bachelor of Science in Information Technology. Maharashtra Board 2009 - 2010 – Higher Secondary Education CBSE Board 2007 - 2008 – Senior Secondary Education

INTERESTS & HOBBIES

Excercising Music

Thank You

Contact this candidate