Nikita Limbachiya

NIKITA LIMBACHIYA Contact No.: - E-Mail : - PROFILE SUMMARY Result-oriented Professional with over 5 years of experience in: ~ BPO Operations ~ Training & Development ~ Customer Relationship Management ~ Process Enhancement ~ Performance Management ~ Project Execution ~ Team Management ~ Client Management Presently associated with Rigel Networks Pvt. Ltd., Vadodara, India as Global Delivery Manager - Operations Skilled in designing & conducting customized training programs geared towards optimizing knowledge & operational efficiencies of organization Dedicated to exceptional customer service with the ability to cultivate positive rapport and nurture relationships by offering services beyond expectations Proficient in creating and sustaining a dynamic environment that motivates the high performance amongst the team members An enterprising leader with skills in leading personnel towards accomplishment of common goals CORE COMPETENCIES Determining training needs, identifying training gaps, & conducting programs to enhance operational efficiency leading to increased productivity Developing and leading effective customer service ensuring customer success through pragmatic partnership with customers and other cross functional teams Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels Conceptualising & developing need based training modules for developing multi skilled work force for utilization within sub processes for optimum efficiency Mapping business requirements and coordinating in developing and implementing processes in line with pre-set guidelines WORK EXPERIENCE Since Ferbuary-2014 with Rigel Networks Pvt. Ltd., Vadodara, India Presently designated as Global Delivery Manager – Operations Growth Path: Oct- ‘16 to PresentGlobal Delivery Manager - Operations Feb’14 to Sep’16 Team Lead OPS - BPO Responsibilities: As Global Delivery Manager Operations Responsible for delivering Key Customer Goals and regular feedback & coaching after clear understanding based on Individual Training Need Analysis derived from various data sets on performance patterns. Optimally utilized my skills to Efficiently Monitor, Mark & Evaluate call as per the Relationship Care Principles & provide Effective Feedback as applicable. Track Individual Performance & prepare Action Plans for low performing based on their Training Need Analysis Managed productivity and attrition for the team through motivation and engagement. Managed productivity and attrition for the team through motivation and engagement. Initiated and supported Employee Engagement initiatives at the process level. To conduct New Hire training to deliver extraordinary customer care within pre-determined quality standards. Classroom facilitation for trainings. To observe, measure, coach and monitor New Hire performance largely around Handling Effectiveness during OJT phase Responsible for creating Development Plans for the new trainees so that each one could be given individual attention. Driving Key Customer Goals and KPI Metrics through optimum utilization of Resources and managing Tasks. Handling floor and managing providing customer service for inbound/outbound. Handling multiple sub process for a Field Service company; Tech Support team; Application support for Airline companies. To ensure that Team leads & respective process team are Performing as per the target set by the organization. Reviewing the daily performance of the Team leaders & respective team members. Handling Client interactions and escalations. Tracking and planning to achieve the SLA target set by clients. Determining training needs, identifying training gaps, & conducting programs to enhance operational efficiency leading to increased productivity. Developing and leading effective customer service ensuring customer success through pragmatic partnership with customers and other cross functional teams. Controlling financial process responsibility for TAG team on Technician assigned on Daily basic. Handling client calls on daily basis with HP, Xerox, State Farm Insurance, etc. Maintaining the performance trackers and giving the Action plan to Improve Ensuring needed feedback and training is provided to the team leads to meet the target on various parameters. Mapping business requirements and coordinating in developing and implementing processes in line with pre-set guidelines Ensuring all agents achieving targets on daily and monthly basis and giving them appropriate ideas on coaching and achieving targets. Awarded for Best Operation Lead for strategy planning & Achieving customer expectation on all parameters. As Team Lead Operations – BPO Handling team providing customer service for inbound/outbound Monitoring and analyzing of call every day of all agents. Working on multiple processes with various teams. Ensuring email responses are handled in time for mail management processes. Ensuring that various reports are audited and responded to client with appropriate updates. Onboarding company vendors as suppliers. Monitoring & managing payment run/check issues request etc. for contractors. Check on the penalty that are accrue in correct and drive it to positive end and close Monitoring and auditing the work done CRS, TAG, and Non-Voice team. Managing day to day activates and follow up on the daily reports with Process Manager. Work with team members to see if there is any issues in production or daily activities and resolve by working with other dept. and process managers. Supervising the new employees and measuring the staff performance. Help to resolve dispute or disagreement between the team members or employee. Ensuring needed feedback and training is provided to the team members to meet the target on various parameters. Previous Work Experience: Brain Works Solution – Vadodara, India Responsibilities As Senior Customer Care Executive Joined in JAN’-13 and worked till MAR’-14 Handled various international campaigns related to solar energy. Converting leads to clients and adding value to company revenue. Handling the Irate customer on call and helping to convert to customer. Handled call audit for teams and making sure the quality of call is maintained. Providing training in call handling or investing in technology to automate aspects of call handling. Handling the call volumes and distribute in a structured way so the drop ratio Is maintained Achieving daily target as per the requirement Driving to meet required SLA and target. Having RCA (Root Cause Analysis) prepared for the escalations received Dios Service Pvt. Ltd. – Vadodara, India Responsibilities As Customer Support Agent Working on Predictive and preview dialer. Handling customer query on the call and resolving the issue as per customer expectation. Emails received from customers which could not be closed at front end needs to be sent to respective Process Owner of the. Escalation call to be transferred to respective team member to handle. Achieving daily target as per the requirement Call backing to the customer on receipt of escalation, closing the same with resolution and with customer satisfaction. Maintaining Escalation Tracker for both the Escalations received from Circle and Escalations sent to circle. Sending Escalation Tracker to Circle on thrice a week for the cases to which reverts not received from the Process Owners from the Circle. Escalation Matrix to be followed on the cases sent to circle from Level 1 to Level 4. ACADEMIC DETAILS 2003Bachelors in Physiotherapy( Pursuing) – Sigma Institue of Physiotherapy, Vadodara. 2012 GSEB – HSC Board from R. N. Naik High School, Surat 2010 GSEB - SSC Board from R. N. Naik High School, Surat PERSONAL DETAILS Date of Birth:15th February, 1993 Contact Address:G-2, Shreenathji Apartment, Hari-Nagar, Udhna, Surat Languages Known:English, Hindi, and Gujarati