Raginder Singh Bainsal
Operations Manager
TeleTech CMC- |-| B57 L49 Maricudo St. Lagro Subdivision,
Novaliches Q.C, 1118, Quezon City, National Capital Region, Philippines
Experience
Jun 2014 – March 2017
Operations Manager
TeleTech CMC
Industry
Specialization
Account
Call Center / IT-Enabled Services / BPO
Customer Service / Sales / Retention
Verizon Sales and Service (US Telecom)
Responsibilities
-Maintains and improves operations by monitoring cluster performance (Revenue
per call, FCR, Products Returns, Lead Conversion and CSAT) ; identifying and
resolving problems; preparing and completing action plans; completing coaching
and security compliance audits and defect analysis.
-Assist Training, QA and Workforce in executing client requirements and
expectations.
-Act as site Sales Champion and leads on planning and execution of sales
strategies to achieve monthly targets.
-Directly communicate with the clients to handle operational updates, business
reviews and escalations.
-Conducts monthly performance reviews of team leads though validation on team
level performance and initiation of performance management plans.
-Performs weekly triad coaching to check on team performance and coaching
effectiveness.
-Create career enhancement plans for team leads on leadership and professional
growth.
Certification/Recognition
1. Best Operations Manager/Employee of the Year – Nov 2015 – Teletech
Recognition Program
2. Teletech Leadership Institute (Manager 101) – Oct 2014
3. LEAN Six Sigma Certification – Nov 2014
Nov 2010 - Jun 2014
Team Leader
Teletech CMC
Industry
Specialization
Accounts
Call Center / IT-Enabled Services / BPO
Technical Support / Customer Service / Sales
Verizon High Speed Internet (US Telecom)
AAPT / iiNET Billing and Sales (AUS Telecom)
Responsibilities
-Motivating and inspiring the team to surpass their potential.
-Improving the team and facilitating the communication among the members of
team.
-Exceeding and meeting departmental objectives, including conversion targets,
and lead generation.
-Creating sense of ownership within the employees and resolving employee
issues, if any.
-Encouraging, supporting, and motivating actively one’s peer team.
-Looking constantly for development as well as continuous improvement for the
entire team.
-Monitoring, organizing, and coaching team on a day-to-day basis.
-Communicating the company’s purpose, core values, vision to the front
employees.
-Ensuring that the employees follow their schedules properly as designed.
-Striving for new ways continually, to increase the opportunities of sales.
-Handling escalated calls, complaints, questions, and queries as necessary.
-Facilitating cross-functional communication within employees for improved
working condition.
-Creating a positive work environment for all the call center’s employees.
-Carrying out team meetings and actively participating in the monthly and weekly
meetings.
-Documenting general reports on each team member’s performance and targets
as well as ensuring that they exceed the targets.
Certification/Recognition
1. Teletech Leadership Institute (Team Lead 101) February-. Teletech Leadership Institute (Team Lead 201) - Oct-. Best Team Leader - (Highest Team NPS Jan 2011-Jun 2011)
Jul 2007 - Nov 2010
Customer Care Representative
TeleTech CMC
Industry
Specialization
Accounts
Call Center / IT-Enabled Services / BPO
Sales / Customer Service
AAPT / iiNET (AUS Telecom)
HSBC (US Financial)
Responsibilities
-Answer phone calls and respond to customer requests.
-Sell product and place customer orders in computer system.
-Provide customers with product and service information.
-Upsell products and services.
-Transfer customer calls to appropriate staff.
-Identify, research, and resolve customer issues using the computer system.
-Follow-up on customer inquiries not immediately resolved.
-Complete call logs and reports.
-Research billing issues.
-Research misapplied payments.
-Recognize, document and alert the supervisor of trends in customer calls.
-Recommend process improvements.
Certification/Recognition
1. Best Agent in Sales 2010 (Highest Sales in Broadband, Home Phone and Mobile
plans-AAPT Australia)
2. Best Agent in Sales 2008(Most Number in Add-on Service for Credit Cards-HSBC USA)
Education-
Capitol Medical Center Colleges – Graduate (Registered Nurse)
Bachelor's/College Degree in Nursing | Philippines
About Me
Gender
Age
Telephone Number
Cellphone Number
Address
Male
33
-
B57 L49 Maricudo St. Lagro Subdivision, Novaliches Q.C, 1118, Quezon City, National
Capital Region, Philippines