Shayan Ansari Email & Phone Number

Goregaon, Maharashtra, India

Mumbai, Maharashtra, India

Promoted as a Team Manager in December 2009 and is handling a team of 18 agents that includes 1SME & 2 Resolution Expert (REX)Conducting regular audits providing feedbacks and analyzing performance metric periodically to access the improvement within the team. Met all client targets & SLA consistently. Attend conference call with the client (Dell) and other required conference calls. Publishing MIS report on dispatches and resolutions. Track & Control Shrinkage & Attrition for the Team. Exceeded targets for up selling (Total Solution Program) by providing effective training. Identified bottom performers and helped them with effective training, mentoring. Develop people through coaching, counseling, Training, motivation. Concentrating more on employee engagement to improve employee retention. Conducting skip levels periodically to understand areas of improvement for the team. Effective team management through timely orientations, briefings & communication. Headed the Executive Escalation Team formed by DELL to ensure customer satisfaction.

Was Nominated and selected to conduct a training for entire Malad site Team Managers on “Employee Engagement” by the Vice President. (2011) Site spoc for managing “Customer Experience”. This includes visiting DELL sites (GGN, Chandigarh & Bangalore) sharing and implementing best practices to improve CE. Handled the entire Total Solution (Sales) for “DELL INDIA TECH SUPPORT”. Dec 2011 – May 2012.