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HU@himansshuuser
Experienced team leader with a strong background in BPO and customer service.
IndiaI am a dedicated team leader with over 14 years of experience in the BPO and customer service sectors. My expertise lies in team management, quality analysis, and process improvement, where I have consistently excelled in meeting organizational goals and enhancing client relations. I have a proven track record of managing production, adhering to SLAs, and optimizing business operations through effective collaboration with stakeholders.
In my current role at Tech Mahindra Ltd., I lead a team of 10 associates, focusing on performance management and ensuring that our outputs align with the company's objectives. My experience as a Quality Analyst at Convergys India Services has equipped me with the skills to conduct thorough audits and provide actionable feedback, which has significantly improved customer service quality. I am passionate about fostering a culture of continuous improvement and delivering exceptional results.
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Work history, roles, and key accomplishments
Tech Mahindra Ltd.
Jan 2018 - Present (7 years 10 months)
Leading a team of 10 associates, I ensure performance aligns with organizational goals while managing production, SLA adherence, and attrition. I prepare dashboards for senior management and participate in business reviews with clients and leadership.
Convergys India Services
Jan 2016 - Nov 2018 (2 years 10 months)
Audited recorded calls of AT&T consumer segment agents and provided digital feedback to improve customer service quality. Conducted special studies to ensure compliance with client requirements.
Omniglobe Information Technology
Sep 2008 - May 2013 (4 years 8 months)
Audited disconnect request forms for US business customers, provided coaching to improve agent performance, and conducted refresher training sessions for employees.
Aegis Ltd.
May 2007 - May 2008 (1 year)
Handled customer queries for Hutch Telecom services, providing accurate resolutions or escalating issues to the relevant department.
Degrees, certifications, and relevant coursework
Intermediate
2008 - 2013
Completed intermediate education, focusing on technology and its applications in the business environment.
Bachelor of Science, Mathematics and Physics
2003 - 2006
Bachelor of Science with a focus on Mathematics and Physics. Developed analytical skills and a strong foundation in scientific principles.
High School
2002 - 2003
Completed high school education, laying the groundwork for further studies and professional development.
Software and tools used professionally
IndiaYou can contact Himansshu and 90k+ other talented remote workers on Himalayas.
Message Himansshu
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