Open to opportunities

Socialist Arya

@socialistarya

Message

Dynamic team leader with a proven track record in voice operations.

India

Message

What I'm looking for

I am looking for a role that challenges me and allows for growth, ideally in a dynamic team environment where I can leverage my leadership skills and contribute to organizational success.

I am a dedicated professional with extensive experience in voice operations, having transitioned from customer support to team leadership roles. My journey began as a Customer Support Associate at FIS, where I honed my skills in handling inbound and outbound calls for a UK telecom giant. My commitment to excellence and ability to adapt quickly led to my promotion to Team Coach, where I focused on mentoring team members and improving performance metrics.

Currently, as a Team Leader, I manage a team of over 15 members, driving key performance indicators such as First Call Resolution (FCR) and sales conversion rates. My leadership has resulted in significant team growth, increasing our headcount from 40 to over 500 in just a year. I take pride in my achievements, including receiving the 'Constant & Most Innovative Force of Voice Operations' award, which reflects my dedication to fostering a high-performing team environment.

Experience

Work history, roles, and key accomplishments

Current

Team Leader - Voice Operations

Current

FIS

Mar 2024 - Present (1 year 2 months)

As a Team Leader, I manage a team of over 15 members, focusing on key performance metrics such as FCR, sales conversion rates, and call quality. I provide training, feedback, and motivation to team members, achieving the best sales and FCR results in the last quarter.

Team Management Quality Assurance Training Coaching Performance Metrics Feedback Escalation Management

Team Coach - Voice Operations

FIS

Feb 2022 - Mar 2024 (2 years 1 month)

In my role as Team Coach, I mentored team members to improve performance metrics and handled escalation calls. I assisted team leaders with quality error reversals and was promoted from an agent position.

Coaching Mentoring Performance Quality Assurance Communication Problem Solving

Senior Customer Support Associate

FIS

Nov 2020 - Feb 2022 (1 year 3 months)

As a Senior Customer Support Associate, I managed inbound/outbound calls and handled account and billing management for a UK Telecom client, ensuring high-quality service and customer satisfaction.

Customer Support Inbound Outbound Calling Billing Management Account Management Communication Skills Problem Solving Customer Satisfaction

Customer Support Associate

FIS

Oct 2019 - Nov 2020 (1 year 1 month)

In this role, I handled inbound and outbound calls, addressing billing and account queries for a UK Telecom Giant, contributing to customer satisfaction and service quality.

Customer Support Inbound Outbound Calling Billing Communication Skills Problem Solving Customer Service

Telecounselor

Frankfinn Institute of Airhostess Training

Feb 2019 - Sep 2019 (7 months)

As a Telecounselor, I connected with students through outbound calls to generate leads and provided counseling, contributing to the recruitment process.

Outbound Calling Lead Generation Counseling Communication Skills Customer Engagement Relationship Building