Padam Deekshit

CURRICULAM VITAE Padam Deekshit Contact: - Email:-CUSTOMER SERVICE DELIVERY Can be headhunted for Customer Service Delivery and Business Development with top notch organizat ion in Automobile at BPO Industry PROFILE:      Dynamic & result oriented professional with rich cross vertical experience of 4+ years in Contact/Call Centre (inbound & outbound), Customer Service Delivery, Team Management. A keen planner and strategist with proven abilities in addressing quality related issues, resolving performance bottlenecks with expertise in devising policies & plans for improving business performance and achieving desired objectives and organizational growth. Demonstrated capabilities in managing process verticals with strong background in implementing process improvements and quality initiatives for desired performance levels. Exceptional consensus building, negotiation and interpersonal skills, analytical mind & comprehensive problem detection/ solving abilities with proven ability of achieving quality of service delivery/process targets. Expertise in maintaining high standards of customer service, with quality & service norms to achieve customer satisfaction and business retention. Role: Team Leader (Hyundai) Ienergizer IT Services Pvt. Ltd. Oct 2018 to current    Managing operation function at all circle location. Handling Team of Hyundai Process Business responsible for Quality of Service delivery. Innovating & Implementing sever although & initiatives for process improvement. Job Responsibility:               To manage the team of executives of 25 agents and be a guiding force for the team. To get the desired output from the team members by regular supervision. Imparting training to new and existing team members. Knowledge of Customer Service, Customer Behaviors/Customer Psyche. Marking Attendance, Managing Leaves, Unscheduled absenteeism, Service level & Answered level, Productivity and Quality Review, Team briefing Pre/Post shift, Transaction monitoring (Call Barging). Feedback & Coaching, Maintain agent performance data for discussion every day, structured One to One discussion with Team (Documented). Work Ethics, Floor Activities for Team Motivation, Take calls frequently for team motivation, Manage breaks during shifts, Counseling, Staff Retention (Attrition Control), Team Meeting (Documented). Also responsible for the update MIS report on daily basis. Find process issue on the floor and resolved with client coordination. Generate Login hours report every hour and given update on the floor. Taking Circle Level Briefings of Customers for new projects/updates according to circle Requirement. Handling the Quality and ICE improvement, reduce Repeat call, projects. Client interaction on product and other production issues Ensure training needs of subordinates are met of the team with instruction, reference, and collection management responsibilities Foster team and individual growth through coaching, mentoring, and serve as a resource person and by encouraging collaboration among team members Articulate and promote the team’s work. Role:-Subject Matter Expert (Hyundai Process) Managing operation function at all circle location. Handling Team of Hyundai Process Business responsible for Quality of Service delivery. Innovating & Implementing sever although & initiatives for process improvement.  Duration : 8th July 2016 to 30th Jun 2017 Job Responsibility:         To Support executives of agents on dealing with the customers through ongoing process and being a helping hand toward them. Support the team technically and mentally to get the desired output for the process. Imparting training to new and existing team members. Knowledge of Customer Service, Customer Behaviors/Customer Psyche. Work Ethics, Floor Activities for Team Motivation, Take calls frequently for team motivation, Manage breaks during shifts, Counseling, Staff Retention (Attrition Control), Team Meeting (Documented). Being responsible to update MIS report on absence of supervisors. Find process issue on the floor and providing resolutions to the team accordingly. Generate Login hours report every hour and given update on the concerned supervisors. Role:-Customer care Executive (Fluxian Business Engineering) Duration: 5th Feb 2016 to 30th Jun 2016     Collecting service customer services feedback and forwarding to client. Getting involved with the customer while serving at inbound process. Discussing on their issues and providing solutions accordingly. Maintaining accuracy of the landed calls from customer. Providing in-depth knowledge to customers about sales and services. Role:- Customer care officer (Samsung Digital World) Duration: 2th June 2014 to 08th Oct 2015     Collecting service customer services feedback and forwarding to client. Getting involved with the customer while serving at inbound process. Discussing on their issues and providing solutions accordingly. Maintaining accuracy of the landed calls from customer. Providing in-depth knowledge to customers about sales and services. PERSONALITY TRAITS & INTERESTS Ability to guide individuals toward goal achievement using negotiation, teamwork/ collaboration, motivation an d staff development skills including the ability to act as a role model within the organization Ability to demonstrate innovation and good judgment/ problem solving skills when making decisions Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate re sources. Educational Qualification  10th passed from up board in 2008.  10+2 Passed from up board in 2010.  B.sc in Math passed from Jhansi university in 2014 Professional Course  Good Knowledge in MS-office and Excel. Capabilities  Good inter-personal skill and team builder.  A self-starter with lot of motivation and enthusiasm.  Hardworking with the mix-up of smart working , Dedication, Result Oriented and Time bounds . Language  English, Hindi Personal Detail:Date of Birth: Father’s Name: Address: Mobile number: Marital status: Nationality: 03rd July 1994 Mr. Sanjay Deekshit Building no196, flat 28 Street no 2 - behind SBI Bank Mamura , Noida- Unmarried Indian Name: Padam Deekshit