VISHAL MIGLANI
Delhi
Summary
Experienced Team Leader in Client Servicing bringing 4+ years of quality performance in client/customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing Client/Customer dissatisfaction and managing competing priorities with superior results.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Team Leader (Client Servicing & Operations)
Advatix – Logistics Supply Chain Management
06.2023 - Current
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created customer support strategies to increase customer retention.
- Established performance and service goals and held associates accountable for individual performance.
- Encouraged creative thinking, problem solving and empowerment as part of facility management group to improve morale and teamwork.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Created and enforced detailed organization processes to increase quality and service standards.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Applied effective time management techniques to meet tight deadlines.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Team Leader Operations (Cx Service Operations)
Teleperformance India Private Ltd.
03.2021 - 02.2023
- · Effectively managed and lead multiple teams consisting of 20+ Operations FTE’s.
- · Maintaining and focusing upon churning down escalations in respective businesses.
- · Ensure that the team meets the respective Quality & Compliance Matrix and performing regular hygiene audits.
- · Prepare WBR & MBRs with Operational Leaders of different businesses.
- · SPOC Responsible for External Stakeholders & Client Communication for Organizational Growth and smooth flow of business.
- · Maintaining necessary Data Dashboard i.e., Shrinkage, Operational KPI’s Matrix.
- · Manages the functioning and day-to-day activities of groups.
- · Establish precise targets and key performance indicators for the team.
- · Assign objectives and duties to others and guarantee that they accomplish their goals on a daily, weekly, and monthly basis.
- · Conduct performance reviews on a regular basis.
- · Determine the necessary training needs and provide information on actions taken.
- · Pay attention to the suggestions and opinions of colleagues, and deal with any issues or disagreements that may arise.
- · In charge of distributing the schedule to the members of the team.
- · Gives recommendations to improve procedures for management.
Subject Matter Expert
Teleperformance India Private Ltd.
05.2020 - 02.2021
- · Key responsible for handling CS Queries and conducting sessions for improvising skills amongst the Customer Excellence Teams
- · Real Time Monitoring the Call Inflow, Abandon Rate and ensure that SLA is met according to the Client’s Expectation.
- · Ensures step by step improvements in departmental processes that meet and enhance operational performance.
- · Develop scorecards of CSRs to check performance that help establish credibility with leaders, teams, and individuals.
- · Prepare WBR’s and Review Decks with the TL’s and Managers.
- SPOC for Client Calls & Briefing Updates dissemination amongst the Team members.
Customer Care Executive / CSR
Teleperformance India Private Ltd.
06.2019 - 04.2020
- · Assisting customers with emergency problems or unexpected situations
- · Ensuring CSAT adherence in terms of Business Model
- · Providing solutions for customer problems
- · Ensuring customer issues are resolved in a timely manner.
- · Developing and maintaining customer relationships
- · Maintaining records of customer interactions
- · Providing overall great customer experience
Analyst
eClerx Pvt Ltd.
06.2017 - 06.2019
- · Interacted with Customers to provide and access information in response to queries, concerns, requests, services and associated products.
- · Maintained High Quality Score and CSAT by consisting of resolving first call issues.
- · De – Escalated customers issues with conflict resolution and objection handling skills.
- · Recommending actively products to customers as per potential needs.
Education
B-TECH (CS) - Computer Science & Engineering
RAYAT AND BAHARA INSTITUTE OF ENGG. & BIOTECHNOLOGY, PTU – MOHALI, INDIA
01.2015
Diploma In Computer Science & Engineering - Computer Science And Engg.
LOVELY PROFESSIONAL UNIVERSITY
Lovely Professional University05.2012
Skills
- Client Service
- Work Planning
- Employee Evaluation
- Documentation And Reporting
- Shift Scheduling
- Leading Team Meetings
- Daily workflow improvement
- SOP Adherence
- Service Level Agreements
- Coaching and Mentoring
- Know how to engage, manage and direct people and teams
- Communicate with clarity, precision and influence
- Identify and measure the different results of training
- Prioritize, set goals, and delegate for better productivity
- Call Center Operational Handling
- Objection Handling
- Data Analysis & Management
- People Management, Supervision & Mentorship
- MS Office
- Email Mailboxes (VPN & Client Software’s)
Hobbies and Interests
- Watching Sci – fi & Corporate WS Travel
- Cross Fit & Aesthetics
- Listening Music
- Fitness Enthusiast
Certification
- Guiding Lime Light,Teleperformance Pvt Ltd- 2022-23.
Timeline
Team Leader (Client Servicing & Operations)
Advatix – Logistics Supply Chain Management
06.2023 - Current
Team Leader Operations (Cx Service Operations)
Teleperformance India Private Ltd.
03.2021 - 02.2023
Subject Matter Expert
Teleperformance India Private Ltd.
05.2020 - 02.2021
Customer Care Executive / CSR
Teleperformance India Private Ltd.
06.2019 - 04.2020
Analyst
eClerx Pvt Ltd.
06.2017 - 06.2019
B-TECH (CS) - Computer Science & Engineering
RAYAT AND BAHARA INSTITUTE OF ENGG. & BIOTECHNOLOGY, PTU – MOHALI, INDIA
Diploma In Computer Science & Engineering - Computer Science And Engg.
LOVELY PROFESSIONAL UNIVERSITY
- Guiding Lime Light,Teleperformance Pvt Ltd- 2022-23.
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