Abhishek Kumar Tripathi

• Spearheaded cross-functional customer experience initiatives, resulting in a 20% increase in customer retention.
• Oversaw omnichannel service operations for banking clients, achieving 98% audit compliance.
• Enhanced first call resolution rates by 30% through targeted agent coaching and process improvements.
• Managed a team of 30, driving a 98% improvement in operational efficiency with advanced MIS systems.

Skills:

Key Performance Indicators · Control Center · Health & Safety · Business Strategy · Mobile Applications · Quality Management · Fraud Investigations · Business Management · Hiring · Insurance Sales · Consulting · Regulatory Requirements · Senior Stakeholder Management · Product Management · Global Asset Management · Customer Relationship Management (CRM) · LinkedIn Recruiter · Anti-Money Laundering · Strategic Initiatives · Support Management · Stakeholder Management · Organization Skills · Performance Metrics · Account Management · Operations Management · SugarCRM · Operational Control · Teamwork · Core Banking · Performance Improvement · People Management

I effectively managed hotel operations, driving significant improvements in both revenue and efficiency.

• Enhanced guest services and streamlined housekeeping operations to ensure a seamless experience.
• Executed targeted marketing strategies that resulted in a 15% revenue increase.
• Regularly audited compliance to uphold the highest operational standards.

Skills: Key Performance Indicators · Control Center · Health & Safety · Planning Budgeting & Forecasting · Conflict Management · Business Management · Operational skills · Consulting · Product Management · Great communication skills · Customer Relationship Management (CRM) · Strategic Initiatives · Negotiation · Team Leadership · Support Management · Site Inspections · Organization Skills · Performance Metrics · Account Management · Operations Management · Sales · Event Management · People Management

• Led a team of 15+ customer care professionals, driving a 30% increase in CSAT scores from 3.8 to 4.5 through effective coaching and performance reviews.
• Spearheaded the hiring process for new team members, ensuring a smooth onboarding experience from interview to training.
• Acted as a subject matter expert on new KPI metrics, enhancing employee engagement by 85% through targeted training and calibrations.

Skills: Key Performance Indicators · Control Center · Mobile Applications · Advance Planning · Engagement Management · Business Process · Thinking Skills · Business Process Improvement · Billing Process · Hiring · Problem Solving · Insurance Sales · Business Relationship Management · Skilled Multi-tasker · Consulting · Regulatory Requirements · Senior Stakeholder Management · Product Management · Global Asset Management · Customer Relationship Management (CRM) · Strategic Initiatives · Onsite-Offshore Delivery Model · Customer Satisfaction · Regulatory Compliance · Organization Skills · Performance Metrics · Operational Excellence · Account Management · Teamwork · Financial Systems · Cross-team Collaboration · Strategic Thinking · Communication · Call Routing · Insurance Brokerage · Recruiting · Performance Improvement · People Management

I successfully led the customer service operations at Simply Smart Home, achieving significant improvements in team performance and customer satisfaction.

• Streamlined processes using Zendesk and Zoho CRM, resulting in enhanced operational efficiency.
• Developed KPIs that aligned with organizational goals, ensuring accountability across departments.
• Coached supervisors to elevate team performance, contributing to a positive workplace culture.


Skills: Retail · Key Performance Indicators · Performance Analysis · Control Center · Health & Safety · Mobile Applications · Advance Planning · Engagement Management · Business Process · Thinking Skills · Billing Process · Hiring · Problem Solving · Leadership · Employee Training · Skilled Multi-tasker · Consulting · Senior Stakeholder Management · Product Management · Customer Relationship Management (CRM) · Strategic Initiatives · Client Delivery · Onsite-Offshore Delivery Model · Team Leadership · Inbound Lead Generation · Support Management · Organization Skills · Software Sales · Performance Metrics · Operational Excellence · Account Management · Teamwork · Sales · Team Management · Analytical Skills · Strategic Thinking · Communication · Call Routing · Recruiting · Corporate Social Responsibility · Performance Improvement · People Management

I successfully led initiatives that transformed customer engagement and team performance at BYJU'S.

• Achieved a 95% increase in customer retention through strategic outreach and service alignment.
• Enhanced client satisfaction by resolving issues promptly and effectively.
• Implemented comprehensive training for a team of 50 associates, fostering a culture of compliance and excellence.


Skills: Retail · Health & Safety · Mobile Applications · Engagement Management · Thinking Skills · Billing Process · Problem Solving · Skilled Multi-tasker · Consulting · Senior Stakeholder Management · Product Management · Customer Relationship Management (CRM) · Client Delivery · Onsite-Offshore Delivery Model · Sales Management · Support Management · Cross-functional Team Leadership · Organization Skills · Performance Metrics · Operational Excellence · Account Management · Business Development · B2B Marketing · Teamwork · Sales · Startups · Strategic Thinking · International Business Development · Marketing Strategy · Recruiting · Direct Sales · Performance Improvement · People Management

I excelled in creating a welcoming environment and enhancing guest experiences at Marriott International.

• Registered guests and assigned rooms while addressing inquiries about hotel services and local attractions.
• Compiled daily records and managed guest accounts using both computerized and manual systems.
• Presented statements of charges to departing guests, ensuring smooth payment processes.


Skills: Health & Safety · Engagement Management · Thinking Skills · Hospitality Management · Guest Service Management · Billing Process · Problem Solving · Skilled Multi-tasker · Hospitality · Onsite-Offshore Delivery Model · Organization Skills · Operational Excellence · Account Management · Teamwork · Hotel operator · Guest Relations · Strategic Thinking · People Management