Vidit Upadhyay

 VIDIT UPADHYAY Contact:- Whatsapp- Email:- JOB OBJECTIVE Seeking senior/middle level assignments in Quality, Operations Management, Customer Servicing & Acquisition with an organization of repute. PROFILE SUMMARY • A dynamic professional with nearly 20 years of experience in Operations Management, Leads Generation, Customer Servicing & Acquisition, workforce management and Quality in BPO sector. • Proactive in assessing the learning and development needs and effectively aligning programs / interventions with business objectives • Expertise in handling back-office operations and setting process with key focus on top line profitability • Dexterity in identifying & adopting emerging trends to achieve organizational objectives and profitability norms • Demonstrated abilities in handling administrative activities in coordination with the various departments • An effective communicator with good interpersonal and client servicing skills CORE COMPETENCIES • Identifying the prospective clients, generating business from the new & existing accounts and achieving increased sales growth • Maintaining healthy business relations with major clients & ensuring maximum customer satisfaction matrices by achieving delivery & quality norms. • Deploying suitable market research tools to gauge market trends and competitor activities & gaining the competitive edge on the market as well as undertaking market initiative • Ensuring compliance with statutory requirements laid down under different acts governing banking regulations ORGANISATIONAL EXPERIENCE Dec 24- March 25 Redcubical Systems Pvt Ltd. Responsibilities: Working as Operations Manager handling a team of agents dealing with US/canada clients booking appointments for digital marketing, social media management and web/ app development. Aug 23- May 24 Skyrebate travels pvt Ltd, Dehradun Responsibilities: Working as a Quality Manager, monitoring agent calls on a regular basis and sharing feedback with them. Ensuring the agents convert sales and maintain the call quality standards . Also ensuring agents don’t miss on potential sales Nov 22- June 23 Prosperity Travels pvt Ltd, Dehradun Responsibilities: Working as a WFM Analyst, main purpose of the job was to assign leads to the agents to work upon, make sure they follow up regularly on those leads, take care of their break schedules, leaves. Used to give Quality feedback to the agents listening to their calls and checking if they are following the procedure or not. March 22 – Aug 22 Bamko India Pvt Ltd Responsibilities: Working as Senior Coordinator for this merchandising company dealing with clients and vendors over calls, emails and assisting the parties involved in fulfilling their product needs with timely shipment in this demand and supply chain and closure of the project. Oct 20- Dec 21 Iblinx Solutions Responsibilities: Leads prospecting through internet and social media. Reaching out to business Owners, key decision makers in Canada introducing the company and pitching the products. Appointment booking for the Sales team. Nov 17- Feb 20 Premium Customer IT Services Pvt Ltd Responsibilities: Outbound Leads generation work through a dialer, reaching out to the right party contact and transfer to the Sales Team. Dec 14- June 17 Barclays Shared Services Pvt Ltd as Process Advisor. Responsibilities: Inbound debit card lost and Stolen queries, blocking/issuing cards,handling debit card payment queries, disputes, Complaints handling, escalations. Dec’13-Dec 14 Self Employed Apr’13-Dec’ 13 EXL Services Pvt Ltd, Noida as Senior Executive-Customer service Responsibilities: • Looking after the Motor Insurance needs and claims fulfillment for U.K based customers. Feb’11-Dec’12 Barclays Shared Services, Noida as Process Advisor Responsibilities: • Was part of inbound banking process customer services and queries relating to bank accounts. Efficiently sold banking products such as insurance, credit cards and opened new bank accounts over the phone. Mar’05- Feb’11 HCL Technologies BPO Services, Noida as Senior Customer Service Executive Responsibilities: Significantly worked for outbound data capture, back office operations like Order provisioning, Business plans for British Telecom. • Dealt with outbound and inbound first party U.S collections. Mar’02-Jan’05 Natraj Engineering Services, Dehradun as Customer Care/ Sales Promotion Executive Responsibilities: • Entrusted with the responsibility of coordinating with Govt./ Non Govt. organizations to increase sales and looked after the customer’s requirements at Compaq Computer Showroom PREVIOUS EXPERIENCE Nov 00- Nov 01 Escotel Mobile Communication Ltd., Meerut as Customer Care Executive (Fixed Term Employment) ACHIEVEMENT • Received certificates for meeting 100% customer service satisfaction from HCL Technologies Ltd in 2010. . C & C best performer certificate from Barclays Shared Services. EDUCATION • BA from H.N.B Garhwal University, Srinagar in 1998. Other: • Diploma in Computer Software from NIIT, Dehradun in 1999. PERSONAL DETAILS Date of Birth: 9 th December 1974 Permanent Address: 39/4B, Vasu Estate, Canal Road, Jakhan Dehradun, Uttarakhand Languages Known: English and Hindi