Uipath
Sebastian John
Management Trainee
Hyderabad
Summary
Experienced and motivational Call Center Team Leader knows how to inspire team members to reach the goals in the pursuit of overall company objectives. Has excellent supervisory and communication skills. Brings an Associate’s degree in Business Management along with strong experience.
Overview
9
9
years of professional experience
Work History
Management Trainee
Facebook
Hyderabad
11.2021 - 06.2022
- Gained knowledge of company policies, protocols and processes.
- Developed problem-solving abilities through hands-on experience with real-life business scenarios.
- Strengthened leadership skills by overseeing projects and guiding team members towards successful outcomes.
- Help managers complete daily tasks.
- Understand each department’s daily processes and goals.
- Provide administrative support.
- Get familiar with personnel duties.
- Interviewed and selected candidates for various positions.
- Coordinating schedules and calendars effectively.
- Preparing Team's monthly Roaster to manage shrinkage.
- One-on-One Meeting with team members on monthly performance review.
- Created Time and Motion sheets to analyze the AHT required to Close a ticket.
- Conducting Team huddles to start the day and ensure the entire team is ready to achieve the Target.
- Conducting fun activities for Friday Fun Day.
- Improved team's performance from NI to EE.
- Improved team's QA score from under 80 to 90 plus.
FLM
Facebook
Hyderabad
04.2021 - 11.2021
- Helping team members to understand the AES structure.
- Guiding team members to achieve the monthly rating by sharing tips and tricks.
- Guiding the team to understand the quality metrics.
- Coordinating with the managers and sharing the reports when required.
- Coordinating with the management for MBR and WBR.
Data Analyst
Google
Hyderabad
06.2020 - 04.2021
- Full floor agent's CSAT data is pulled via a central dashboard for C-Sat analysis.
- Analyzing to determine whether the product issue or the agent's misunderstanding caused the DSAT.
- Reports on overall site performance and individual Team Leader performance are shared with operations management.
- Reports on underperforming team agents data are shared with the Aligned Team Leaders.
- participating in WBR with the client and conveying information to the Team Leaders on the latest updates that the client has shared
- Produced monthly reports using advanced Excel spreadsheet functions.
- Used statistical methods to analyze data and generate useful business reports.
- Holding weekly meetings for SMEs to discuss the CSAT audit procedure.
- Reporting and escalating any impolite or unprofessional words that the agent uses on call.
SME Tier-2
Google
Hyderabad
01.2019 - 06.2020
- If a problem remains unresolved after all verifications, Escalating those issues to the NPCI.
- Providing NPCI Resolution reports to agents so they can contact clients to verify if the issue has been resolved or not.
- provided accurate and appropriate information to members to resolve the issue on call.
- Handling escalation calls.
- assisting Agents with account updates and material requests.
- Agents were mentored and taught to enhance their customer interactions.
- Assisting the agents verify the documents in accordance with the requirements.
- Auditing the instances that the agent handled to ensure that all quality standards are met.
- Organize and oversee day-to-day administrative tasks.
- Manage calendars and schedules.
Tier 2 Technical Support Specialist
Google
Hyderabad
04.2018 - 12.2019
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Performed technical troubleshooting and diagnosis, software installation.
- Checking to see if the cases that have been escalated were appropriately raised.
- Checking the documents and contacting the customer to obtain any missing documents.
- Filling the NPCI form if issue not resolved.
- Performing outbound calls post resolutions from NPCI to convey the resolution to the customer.
- Sending emails to customers who are not reachable on call.
- Mailing clients who could not be reached by phone via email.
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- handled a wide range of transactional problems for customers, merchants, and gold related.
Tier 1 Technical Support Representative
Google
Hyderabad
04.2017 - 04.2018
- Over 150 calls a day were answered with a 91% CSAT and an 85% FCR.
- Resolved transaction-related consumer issues.
- Sharing information related to latest rewards and offers.
- fixed problems pertaining to the installation of software.
- Issues that are not handled are escalated to Tier-2.
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Developed strong relationships with clients, fostering trust in our ability to resolve their technical challenges quickly.
Computer Data Entry Operator
CWC
Hyderabad
06.2013 - 04.2017
- Maintained up-to-date knowledge of computer software programs for optimal data entry results.
- Increased overall efficiency by identifying and reporting system issues that hindered smooth data entry operations.
- Supported other departments as needed, demonstrating adaptability and versatility in handling varied assignments.
- Streamlined data entry processes for increased efficiency and productivity.
Education
Master of Science - Computer And Information Sciences
ST Joseph's PG College
Abids, India 04.2001 -
Skills
Customer Service
Business Administration
Business Planning
Process Improvements
Software
Languages
English
Upper intermediate (B2)
Telugu
Advanced (C1)
Hindi
Advanced (C1)
Tamil
Intermediate (B1)
Interests
Cricket
Chess
Animal lover
Timeline
Management Trainee
Facebook
11.2021 - 06.2022
FLM
Facebook
04.2021 - 11.2021
Data Analyst
Google
06.2020 - 04.2021
SME Tier-2
Google
01.2019 - 06.2020
Tier 2 Technical Support Specialist
Google
04.2018 - 12.2019
Tier 1 Technical Support Representative
Google
04.2017 - 04.2018
Computer Data Entry Operator
CWC
06.2013 - 04.2017
Master of Science - Computer And Information Sciences
ST Joseph's PG College
04.2001 -
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