Nipun Shinde Email & Phone Number

* Lead and Motivate a High-Performing Team: Lead a team of customer service representatives, overseeing their daily operations, performance management, and career development. * Optimize Operational Efficiency: Implement strategies to streamline case queues, prioritize tasks, and ensure efficient resource allocation, resulting in improved customer satisfaction and reduced resolution times. * Ensure Quality Assurance: Maintain high standards of quality through regular performance reviews, coaching, and training initiatives. * Resolve Complex Customer Escalations: Effectively address and resolve escalated customer issues, serving as a primary point of contact and providing timely solutions. * Cultivate a Positive Team Culture: Promote collaboration, teamwork, and employee engagement through regular team meetings and one-on-one check-ins. * Manage Case Queues: Oversee case queue volume, ensure timely triage, and optimize resource allocation to maintain efficient operations and customer satisfaction.

Led a sales team for UK banking services.Monitored and tracked the performance of agents by tracking the number of outbound calls made on an hourly, daily, weekly, and monthly basis and keeping track on sales achievements against the outbound calls.Conducted regular calls with internal and external stakeholders to identify and implement process improvements.Provided regular feedback and coaching to help agents achieve their sales targets and creating plan of action when required to boost the sales.Fostered a collaborative and supportive work environment that results in a decrease in employee turnover.Cultivated deep understanding of the different types of UK banking accounts and the requirements for opening them.Showcased the skills and experience to create and maintain a positive and productive work environment.

Led a team of 10+ agents and 1 Team Leader in the voice process for US clients, handling daily interactions with American patients for a clinic chain based in Texas, managing their appointments, medication, and lab results.Ensured that the team maintained high ethical standards while working on various processes on outbound and inbound calls.Developed and delivered training programs for new agents, covering topics such as customer service, empathy, and conflict resolution.Conducted weekly performance reviews with team members to provide feedback and support.Identified and implemented process improvements that resulted in a 10% reduction in call handling time.Made sure the service level met the client requirement and went above 90% for Service Level on inbound calls.I provided the team with clear guidelines on what was and was not acceptable behavior. I also monitored their calls and provided feedback as needed. Additionally, I created a culture of open communication and trust, so that team members felt comfortable coming to me if they had any questions or concerns.One of the biggest challenges was managing a team of remote agents. It was important to create a sense of community and collaboration even though we were not all working in the same office.Another challenge was dealing with difficult customers. I had to learn how to de-escalate situations and provide excellent customer service even when the customer was being unreasonable.

Led a team of 10+ chat and voice agents in a sales and customer service operation, achieving monthly sales targets by an average of 25% of handled customers.Successfully implemented a work routine within the team to ensure KPIs are achieved on daily, weekly, monthly basis.Received the "Team of the Month" award under my leadership on multiple occasions for exceeding expectations on sales/service targets.Worked on site in Jamaica for 1 year, exceeding sales target by 8%. Shared best practices with other team leaders so that they can continue with the achievements and do even better.Successfully managed a team of agents across the sales and service process ensuring that SLAs were met.Fostered a positive and supportive work environment, resulting in low turnover and high morale.Identified and shared feedback to the management on sales and service implementation to improve results.Collaborated with other departments to improve the overall customer experience.Mentored and developed new team members, helping them to grow their skills and knowledge. Mentored senior team members to grow into Interns for team leader positions.Stayed up-to-date on the latest trends in customer service and technology.Contributed to the company's overall success by helping to improve customer satisfaction, sales, and profitability.

Provided excellent customer service to online customers.Answered customer questions and resolved issues in a timely and efficient manner.Upsold products and services to customers.Met or exceeded sales goals.Maintained a positive and professional attitude.Worked independently and as part of a team.Used CRM software to track customer interactions.Stayed up-to-date on product knowledge.Followed company policies and procedures.