فيشال Sodhi, Customer Service Manager

فيشال Sodhi

Customer Service Manager

Mumzworld.com

البلد
الهند
التعليم
دبلوم عالي, Six Sigma
الخبرات
16 years, 0 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :16 years, 0 أشهر

Customer Service Manager في Mumzworld.com
  • الإمارات العربية المتحدة - دبي
  • فبراير 2019 إلى يونيو 2019

Manage all channels of Customer touchpoints:
o Phone-Call, Support-Tickets, Social Media, Live-Chats, Reviews, Payment Verifications, WhatsApp.
• Handle Team of 20 Customer Service Agents (Frontline + Backend + Live Chat) at Dubai office.
o 1 Team Leader for Front-line and 1 Supervisor for Backend & Live Chat Team.
o In addition: 8 Remote agents spread across in Egypt, Jordan & Philippines.
• Ensure our primary deliverables of Response Ratio

Team Manager في Amazon
  • الفلبين
  • يونيو 2018 إلى ديسمبر 2018

Managed UK-SDS Cluster (Shipping & Delivery Services).
• Lead and manage 20 Customer Service Representatives & 1 SME-Subject Matter Expert.
• Drive Amazon’s Leadership Principles, Policies & the ‘Toward-Culture’
• Conduct Performance management, inter-cluster coordination & quality evaluations.
• Carry out Supervisory responsibilities including training, Team-roster adherence, conflict resolutions.
• Ensure SLA compliance.
• Strive and achieve (PRR) Feedback Score >85%, Shrinkage

Call Centre Operations and Training Manager MENA في Raven Resources Group
  • الإمارات العربية المتحدة - دبي
  • يونيو 2016 إلى يونيو 2018

Monitor, Track & Enhance performance of 2 Call Centres via Centralized daily reporting at HQ in Dubai Office.
• Conduct extensive training for Emergency Call Centre (100 seats) & C3 - Control and Command Centre Specialists for Lagos-112 in co-ordination with LRU -Lasema Response Unit for Avantgarde Management Services @ Lagos.
• Develop complete infrastructure plan and SOPs for the Training Institute and Waste Management Call Centre for Vision-Scape Sanitation Solutions @ Lagos.
• Built & rolled-out Measurement Metrics.
• Track and analyse C-SAT (Customer Satisfaction) to derive corrective action.
• Handle Quality Team directly and work closely for performance improvement.
• Vendor Management: Huawei, Microsoft & Avaya
• Travel extensively in the MENA region for conducting OJT & driving productivity.

Sr. Manager - Communication Centre في Reliance Foundation Hospital
  • الهند - مومباي
  • أكتوبر 2014 إلى مايو 2016

Span of Control: •1- Supervisor & 13 FTEs (CSAs)
•Set-up the Communication Centre department for the entire Reliance Foundation Hospital spread across 3 buildings •Structure & Design IVRS flow for the Toll-free# 1800-221166 for the hospital, functional 24/7.
•Develop Scripts, FAQz & SOPz for the department.
•Create Cross-functional processes & define stakeholders and their roles/KRAz.
•Hire and train Customer Service professionals to handle calls on Toll-free #
•Conduct training on product, processes & systems.
•Conduct training on Motivation, Professionalism, Handling irate callers, Patient First
•Drive Organizational values and deliver excellence in care & call quality
•Convert enquiries into OPD appointments by identifying and routing the patient’s required treatment to the right Doctor & Specialty.
•Submit relevant Dashboards & MIS to the Directors & HODs.
Projects:
AMEYO: Rolled out and implemented usage of this Call traffic management software (Dhrishti). SAP: Complete interface across departments for patient information, OPD appointments etc.
HOTDOT: Web based tool to absorb complaints for house-keeping & Engineering
TTT: Panel member of Train the Trainer program on Communication Framework rolled out across the hospital. SA: Speech Announcer for mock-drills on various security codes such as Evacuation, Fire, etc

Head-Call Centre في Bookmycab.com (Liveminds Solutions Pvt Ltd)
  • الهند - مومباي
  • ديسمبر 2012 إلى سبتمبر 2014

Span of Control: • 2 - Team Leaders, 1 ATL, 2 QA & 1- Sr. Trainer, 1-MIS Desk, 1-C.SAT Desk, 40-FTEs (CSAs)
•Set-up and Revamp Complete Contact Centre Operations
•Develop SOPs & Process protocol to be adhered by Contact Centre & cross-functionally
•Hire-Build-Train Full Team to deliver excellence in Customer Service Experience.
Initiatives & Achievements:
•Implement Performance Tracking & Measurement Matrix through Systems & Process delivery.
•Roll-Out Vici-Dial Systems for handling Calls & Monitoring Quality.
•Complaint Tracker: To Track all Complaints, thereby ensuring closures in 24 hrs with relevant action for non-recurrence.
•New Driver Hand-Holding to get them into groove and getting the business done.
•Roll-Out C-SAT Process to bind customers through a feedback call, next day after the Trip.
•Raise the Cab-Fulfilment Execution Ratio from 30% in Dec'12 to 80% in Feb'13 onwards
•Drive Bookings through all channels of communication: Telephony, Mobile APP, Website, Social Network Platforms

PROJECTS:
•NMS / IDEA IVRS Voice Process for allocating Cab-Bookings to the Drivers directly on their Cell-Phones through
System
•Vici-Dial: Complete Contact Centre Solution for Inbound & Outbound Campaigns compatible with Diallers.
•Handle Kolkata volume through Mumbai and work on upcoming branches Delhi, Pune (visited as auditor) & Hyderabad.
•Constantly upgrading existing indigenously built CRM and automation process of bookings

Manager- Guest Relations Corp. في Mirah Hospitality
  • الهند - مومباي
  • مارس 2010 إلى يناير 2012

• Engage Team-OPS, PAN India to maintain collection of Feedback Forms which rose from 35/day to an over-all average of 600/day
• Launched GRS: Guest Relations System. An application that converted all manual work into Systems. (Reservations, bookings, Feedback Forms & Analysis ) http://115.249.48.101/GRS/
• Set-up Guest Relations Call Centre and G-SAT Process with least expensive, but most effective format and processes
• Conducted Corp. Level Training on Customer Service & Email Etiquettes as a part of Training Panel of Organizational Development Team
• Execute Quick-Connect Service: http://rajdhani.co.in/quickConnect.aspx
• Handle generic email id : reachus@mirahhospitality.com
• Drove KRA’s & Talent Development Initiatives
• Drove Loyalty Programs - BOGO, Birthday Offers & C-SAT Process.
• Rose Database to 1.5 lac contactable Numbers & 2000+ Email Ids.
• Won the Best Support Service Department @ HO right in its 1st year of inception.

Manager Call Centre في Meru Cab company Pvt Ltd
  • الهند - مومباي
  • يوليو 2007 إلى أغسطس 2009

( www.merucabs.com )
Span of Control: 70 - FTEs, 3-Team Leaders, 3 - Team Coaches, 2-QAs, Engagement & Daily Co-ordination for 2000 Won the very first Best Employee award in Dec'08
•Drive Productivity and Quality, enhancing team performance
•Conduct New-Hire Induction, Lead KRA sessions and Appraisals of team members in co-ordination with the HR •Conduct Quality Training sessions across branches on Customer Service and Motivation
•Maintain Revenue target and threshold as per SLA and KRAs. Call Centre generated 65-70 % of the revenue for the •Set up Call Centre at Branches in Hyderabad, Bangalore and Delhi, right from Recruitment to final delivery on live calls •Lead Staffing & Recruitment to ramp up from 7 to 80 Team Members in 2 yrs.
•MIS: Daily, Weekly and Monthly Reports on Revenue, Agent Performance, Bookings, etc
•Conduct thorough TNA-Training Need Analysis, identify ‘skill' or ‘will' issue & execute POA to improve bottom quartile •Engage with Operations and HR to reduce complaints and enhance customer experiences.

Team Leader في UPS
  • الهند - مومباي
  • يونيو 2003 إلى أكتوبر 2006

( www.ups.com )
Span of Control: •20 - FTEs, 1 - Team Leader. Engagement & Daily Co-ordination with Team-Operations & Business
Performance Excellence Award from Region Manager of APAC (Singapore) for the undying effort during Mumbai-
Floods in 2005 to ensure smooth functioning of Courier/Cargo Packages & the Toll-Free #
•Ensure Smooth Functioning of the 1800- #
•Adhere and implement SLAs to meet proper compliance
•Co-ordination with global contacts for shipment resolution right from pick-up till package delivery, spread across more
than 200 countries
•Track & Trace Shipments.
•Refresher training on scripts, skills and product knowledge updates for on board representatives and Concern
Resolution-Group team \[CRG backline\].
•Handle escalated calls & Complaints Resolution
•Quality Analysis through barge-in, recording & On-Job-Supervision
•Drive KRAs & achieve department Targets.
•Regular feature in Weekly Success Stories of the company for Excellence in Customer Service and Resolutions.

Supervisor في Caretel Infotech Pvt Ltd
  • الهند - مومباي
  • أكتوبر 2000 إلى سبتمبر 2002

Promoted to the position of Supervisor after 1st year of Top Performance as an FTE.
Top-Qualified regularly for incentives as the best performing Supervisor.
•Handle Team of 25 FTEs catering to Queries & Concerns for Eureka Forbes, Samsung, Videocon, Hyundai/Fiat/ Mercedes breakdowns
•Process data of above clients and dispatch to their respective head offices.
•Monitor, analyse and provide feedback for daily, weekly &monthly performance.
•Push Productivity for Performance & Incentives on Telesales.
•Handle Shifts
• Organize host of extracurricular activities to motivate Team.

الخلفية التعليمية

دبلوم عالي, Six Sigma
  • في IACT
  • يونيو 2016

Bachelor of Commerce

بكالوريوس, Economics, MHRD
  • في Tolani College of Commerce
  • يونيو 2000

First class

Specialties & Skills

Training
Call Center
Six Sigma
Call Centre
Training
Customer Service
Dashboards & MIS
Six Sigma
Quality
Team Building
Zendesk

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اللغات

الانجليزية
اللغة الأم
الهندية
اللغة الأم
البنجابية
متمرّس

العضويات

Leaders Excellence at Harvard Square
  • Indian Chapter
  • September 2016

التدريب و الشهادات

Leaders Excellence at Harvard Square (الشهادة)
Certificates and Accolades (الشهادة)
Six Sigma - Green Belt (الشهادة)
تاريخ الدورة:
July 2016

الهوايات

  • Leadership Networking
    Member of Leader's Excellence at Harvard Square.