Team Leader
ACE SERVICES
مجموع سنوات الخبرة :16 years, 8 أشهر
Working at ACE Services as a team leader from Feb 2013 till date.
ACE SERVICES are into surgical distributors we deal with dialysis equipment
so need to handle a team of 32 members
and performing a key roll in getting orders from hospitals.
ACE SERVICES: Working at ACE Services as a team leader from Feb 2013 till date.
Mahindra Satyam: worked as a Subject matter expert (Mentor) from October 2009 till Feb 2013
JOB PROFILE
• Taking sup calls
• Helping Agents on calls
• Taking care of team's metrics such as AHT (average call handling time) CRR (cust repeat ratio) NA (ghost & phantom calls) SMS compliance (offered % and accepted %) PCE (post call emails)
• Updating the agents on real time updates
• Giving feedback to agents on misses
• Pulling up the reports and sorting out the data agents wise and coaching agents
• Scrubbing tickets and giving feedback and finding the mistakes and coaching the agents on misses
• Pulling the active ticket dump and finding invalid active tickets and coaching agents on invalid actives
• Taking care or team in absence of team lead
• Joined as a level one agent was taking normal DSL calls and was promoted into dual skill was handling WIFI and DSL calls after 1 year was promoted as a floor walker and within 3 months from the time of joined as a flower walker got promoted as a SME Subject matter expert.
• Used to handle a team
• Used to handle training batches and nesting teams as well
• Was awarded as the best Agent Mahindra Satyam during Call taking period
• Awarded as best mentor for consecutively for 8 months.
SITEL INDIA: Worked as a Tech support associate from September 2007 to February 2010.
JOB PROFILE
• Handling SUP calls.
• Joined as a level 0 agents and promoted as Level 2 senior tech (supervisor)
• Used to handle escalation calls.
• Was awarded the Best agent for the year 2009 in SITEL.
Operating Systems: Windows 98, 2000, XP, vista, 7.
Others: MS Office, excel
COURSE Year of Passing Institute / University/ Board B.com 2013 Shobhit University
SSC 2001-2002 Railway Mixed High School (SSC)