HUHimansshu User
@himansshuuser
Experienced team leader with a strong background in BPO and customer service.
IndiaWhat I'm looking for
I 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.
Experience
Work history, roles, and key accomplishments
Team Leader
Tech Mahindra Ltd.
Jan 2018 - Present (7 years 4 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.
Quality Analyst
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.
Quality Analyst
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.
Customer Care Executive
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.
Education
Degrees, certifications, and relevant coursework
Omniglobe Information Technology
Intermediate
2008 - 2013
Completed intermediate education, focusing on technology and its applications in the business environment.
Bundelkhand University
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.
U.P. Board
High School
2002 - 2003
Completed high school education, laying the groundwork for further studies and professional development.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
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