Rishabh Chaurasiya Email & Phone Number

Gurugram, Haryana, India

Set up customer communication and service modelBuild reporting structure and managing data and reportsProvide inspired leadership to my team and aligning them to Organizational goals.Root cause analysis for any SLA related challengesReview and finalization of established SOP’s modelsPeople managementOversee reporting, planning, and auditing.Workflow management Technology – related to processing applications and system outputsAction plans on spike in volume at any given timeEffective WFM operations managementDefine KPI, KRA, Operational metrics and Incentives modeDeveloped customer reviews and surveys methodologyResponsible for Operational key reports including productivity, utilization, attrition, efficiency etc.

Gurugram, Haryana, India

Managed operation for a team of 22 executives for UAE banking productsManaged end-to-end People Management & OperationsBuilt a motivated sales team which enabled effective productivityManaged SLA’s and operational metricsDelivered training sessions on new inputs and opportunitiesEnsuring that all quality parameters are met for all associatesSpearheaded people management, task orientation and skill enhancement activities which increased the proficiency levelSupported overall process to ensure the organization maximizes its short, medium and long-term profitabilityDeveloped retention & career advancement strategies which drove high enthusiasm in the team membersPublished progress reports to the internal and external stakeholders and data base managementEstablished performance goals for the entire business unit and monitored the performance on a continual basisReviewed Learning & Development activities to ensure zero training gap while performing

Gurugram, Haryana, India

• Lead and mentor QA team members.• Oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met.• Agent performance metrics and Assess agent performance• Competitor call centre analysis• Design evaluation programs and Technological responsibilities• Identifying historical trends through data analysis• Business risk reduction and Reduction of agent attrition• The improvement of your overall contact centre performance• Increased customer satisfaction and improved sales closings• Highlighting areas of risk within your business

Gurugram, Haryana, India

• Agent performance metrics and Assess agent performance• Monitoring calls, monitoring trends and Competitor call centre analysis• Design evaluation programs and Technological responsibilities• Identifying historical trends through data analysis• Business risk reduction and Reduction of agent attrition• The improvement of your overall contact centre performance• Increased customer satisfaction and improved sales closings• Highlighting areas of risk within your business

Gurgaon, India

• Managed a sales Team of 20 people for generating sales and cultivated new cross sale process over the existing prospect leads. • Ability to demonstrate and convince the customer regarding the product over the phone and deliver effective sales numbers. • Uncovered pain point and needs to penetrate with effective strategies, in order to deliver value proposition on the phone effectively, for the sake of establishing the next step follow up calls. • Guided, mentored and trained new sales executive on sales strategy and operation • Monitored and reviewed the performance of my sales team with an eye on making recommendations. • Communicated product to our customers. • Boosting sales in my department each and every month.

Gurgaon, India

SEO for the lead generation and business conversion. Client interaction for their requirements and handling the team as a Team Leader so the there is no delay in the work and maintaining the good office environment and employee interaction.