Joined Sitel as a Team Leader for Altice Chat Process (International – USA)
Setting clear team goals, delegating tasks and set deadlines for the team (16 members)
Weekly agent performance review, Root cause analysis and prepare an action plan to boost up the individual performance.
Preparing and customizing the daily reports as per the need (DSAT report, ART & ACT report and Adherence Report)
Handling client calls:- Weekly review meet, Chat Calibration, Huddle meet and New Update meet.
Daily huddle meet with the team at the start and end of shift to provide the daily updates, challenge inquiry and providing solutions.
Chat auditing 1 chat per agent on daily basis and providing constructive feedback.
Conducting Mystery audits across the floor and sharing the report with the manager.
Conducting extensive and periodic sanity check with regards to DSAT, Schedule Adherence to identify for any malpractices that’ been practice.
Preparing the floor rosters and coordinating with the transport team & WFM team for smooth transition.
Daily interaction with my managers, IT team, Transport team and WFM team.

Worked as a freelancer for a Real Estate company.
Meet ing prospective buyers, arranging on site meet, finalizing the deal.
Frequent meetings with existing Developers and roping in new Developers.
Successfully sold 51 units during my 1 year tenure.

Worked with SITEL INDIA PVT LTD as a Quality Analyst(Philips
US)
•Auditing chats/calls of 21 executives – 2 samples/agent/day.
•Weekly calibration call with Client with variance below 5.
•Gather appropriate data from the various lines of businesses,
process it and send further to the needy destinations.
•Fulfill information needs of management functionaries, managers,
and top management.
•Satisfy the diverse needs of the business through a variety of
systems such as Query systems, Analysis systems, Modeling
systems & Decision Support systems.
•Support CSE by providing the operational data for planning,
scheduling, forecasting and control.
•Reports Presentation, Weekly Client interaction (Presenting the
data and discussing further improvements).

Client servicing, Managing all the below the line activities.
▪Managed outdoor exhibitions, Dealer meets, Channel Meets etc.
(Procurement, MC recruitment, Venue selection & finalization, Post
event reports & Presentations.
▪Managed event for bigwigs like Asus, Digisol, Pillsbury, Radiocity
etc.
▪Managed CRM services for ASUS, handling a team of 10 agents.
▪Lead generation for Asus by out calling the dealers. Consistently
met the targets.

▪Worked with Ascent Solutions (DSA of ICICI Bank) as Team
Manager.
▪Handled a team of 5 Team Leader and 59 Executives.
▪Boosted the Credit Card sales during my tenure and
consistently extracted performance from the team.
▪Establishing team objectives and goals.
▪Overseeing training, advising team members.
▪Mediating interpersonal conflicts.
▪Motivating and inspiring team members. Helping employees to
grow within the organisation.
▪Actively participated in new recruit hiring and salary
management
▪Effectively communicating new ideas, suggestions across the
team.
▪ Remote team management.

Due to medical injury I was not able to attempt my T.Y.B.sc theory papers however did appear for my practicals