Vikas Thakkar Email & Phone Number

Thane, Mh, In

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

Thane, Maharashtra, India

Mumbai Area, India

Managing sales operation for one of key client and leading telecom service provider in UK.Currently managing Chat, Voice and Back-office line of business. owning span of 170+ team members split up between all three line of business.Key responsibility Includes, meeting agreed target on performance, drive productivity, Client relation, people management and supporting tool enhancement.

Navi Mumbai

o Managing voice and chat LOB.o Deliver targeted revenue numbers by up scaling agents, keeping high momentum, better utilization of resources.o Managing and improving other KPI’s like ASP, RPD etc…o Maintaining high quality standard.o Improve customer experience.o Enhance training standards.o Hiring right candidate.o Managing attrition and shrinkageo Managing Escalation teamo Customer relation to build trust to improve renewal contracts.o Innovative pricing policy and offers to improve revenue and to have better value Service for customers

Navi Mumbai

o Manage voice and chat LOBo Design and drive KRA for TL’s and associates. Maximum utilization of resource.o Present WBR & QBR data to client.o Drive customer experience scores. o Keep the team motivated by identifying talent, Showing the growth path and giving addition responsibilities. o Manage daily Floor activities, meeting promised service Level and customer satisfaction.o Client interaction on Process requirements and different projects.o Maintaining Process hygiene to bring down the defect ratioo Analyze trends and find ways to improve the effectiveness and efficiency of the flooro Defining job responsibilities at different level.

o Build Vendor Brand Image & assist team to meet the expected goals.o Helping teams to provide support for technical and customer service issues to end users.o Handling team of 20 to 25 Associates, setting & helping them to achieve set targets. o Mentoring & Coaching.o Live monitoring and share Feedbacko Conducting interviews to find right candidate for the process.o Helping operations with scheduling teams as per the forecast. o Interacting directly with client to ensure process implementation & Improvement.o Recognizing and celebrating accomplishments.o Maintain highest level of technical expertise, soft-skills, phone etiquette skills and management skills.

Ascii Pvt LTD is mainly in to providing complete computer education to School in Mumbai & Gujarat.Started carrier with ASCII as a lecturer, within one year I was promoted as center in-charge for one of the reputed school in marine lines. My Job responsibilities as center in-charge was to manage complete computer related activities in school as Computer education and organizing Computer related activities like project exhibition and Computer quiz, with the help of 4 to 5 team members.With In one year from then I was given responsibility of Exam in-charge and Conducting interview. My work was always appreciated by my superiors including Managing director Mr. Piran Doctor.I have learned lot of management skill at different stages while working with ASCII...Overall it was great working experience working with ASCII Pvt. Ltd.

B.Com, Computers

Education record