Pawan Kumar Gupta Email & Phone Number

I have spent more than 6 years in the service industry and tenure with organizations. I have been in this responsible position as a leader, where I worked in various challenging environments, which has in return helped to flourish myself as a thorough Team Leader.Objective: - To serve and deliver my best in a professional, dynamic and achievement-oriented environment.Professional ExperienceTotal BPO Experience: - 6 YearsCurrently working with Five’s digital pvt.Ltd.Sr.Team Lead- OperationsNykaa - E commerce (Bhopal)Sr.Team Lead – OperationsMeesho -E commerce( Bhopal)Sr.Team Lead – Operations( Playment )- AI (artificial intelligence ) international processAegis pvt.LtdCustomer care executive (1.5 Year)Major Roles & Responsibilities: -Responsible for driving performance within the team and achievement of basic matrices i.e. Net Login hrs., AHT, C-SAT, Call Quality, Shrinkage and Attrition.• Responsible for the operational success of the process in terms of meeting both client and internal metrics thereby Ensuring achievement of KPIs i.e. Service Level, Abandon%, AHT, Answered%, CSAT.and QualityAssisting and Managing Team of 161+ CCE: -• Handling a team of 161+ CCE• Conducting feedback and calibration sessions.• Constant monitoring and audit of Calls & giving feedback on daily basis.• Handling escalated calls and customer’s grievances.• Performance measurement of agents.• Briefing on regular basis.• E-mail tracking for customer query, request and complaints.• Ensuring highest level of customer satisfaction to the clients.• Maintaining and monitoring Service Level (RTM).• Client interactions (Conference calls and E-Mails).Achievements:• Achieved the 100% KPI target as per the matrix (Last three Quarterly).• Won the R&R reward.• Received Best TL award Roles & Responsibilities: -• As a Mentor/auditor to the new/existing batches. • Handling irate customers politely and provide complete solution.• Provide FLR/FTF (First level resolution/First Time Fix) on call timely Information flow through briefings.• Follow the set quality parameters.• Importance of ensuring accurate and complete update of the call in the CRM system with relevant details. • Coordinating with other concerned departments for quick resolution of pending cases. • Giving daily briefings and new updates to agents.