Jitin Valecha

Experience

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  Thebigword

  Mar 2011 - Nov 2013

  Customer Service Representative

  ● Manage large amounts of incoming Calls, answering calls and connecting them to desired Interpreter.● Source Face to Face interpreter for clients 24 x 7 service.● Identify and assess callers Interpreter and Translation need to achieve Client Satisfaction.● Fulfil 95% booking targets from customers on a weekly basis.● Independently managing High Net Worth clients like the NHS, London Probation, Home Office, HM Revenue and Customs interpreter needs.● Take the extra mile and have conversations with clients to ensure interpreter service quality, write feedback to interpreter or issue warning and memo to ensure optimum service levels are guaranteed.● Keep a record of customer interactions, update and process customer accounts and documents relating to financial and everyday working agreements.● Conduct Training for new Starters in the team on booking process and procedures, rules and costs applicable and Key Role Objectives of a Co Ordinator. Show less

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  HSBC

  Mar 2014 - Jul 2015

  Personal Banker

  ● Conduct Appointments and assist Customers in Opening, managing and optimizing their bank accounts. ● Identify their banking needs and upsell products like Loans, Credit Cards, Overdrafts and Mortgage.● Pursue leads and find potential customers to increase the sale of services and products offered.● Meet with Manager to set and exceed sales goals for a diverse customer base.● Provide training and development in the areas of Personal Banker and Teller duties to new hire employees and conduct leadership support for e● them as when required.● Maintain and provide quality service and take over teller duties when needed.● Serve Customers by receiving deposits, loan payments, cash checks, issuing withdrawals, recording night and mail deposits and completing other account transactions● Be an authorised signatory for overall Branch Cash Handling for transfers to Safe, ATMs and Paying in Machines.● Working through Error reports and ensuring to meet 98% efficiency and minimise the possibilities of rework to increase productivity. Show less

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  Tata Consultancy Services

  Oct 2015 - Jun 2017

  Senior Associate

  ● Process and Manage Telstra NBN Customer Cases for Fibre Internet Connection● Leading and Managing a Team of Case Managers and being their immediate supervisor.● Audit Checking calls and Emails to ensure Quality Standards set by Clients and TCS are met to an Optimum level.● Actively Supporting the Team whilst dealing with Escalations and Typical Cases● Conference Calls with clients to come up with better Strategy to deal with ever changing Business Competition.● Lead internal project such as Increasing the Customer Satisfaction Index, Net Promoter Score to identify area of opportunity and business needs.● Be actively involved in conducting Team Briefings, getting Self-Assessments and Mid-Year and Year End reviews for team.● Conduct and organise New Hire Training Batches for Process Training, Adhoc Process Change Training and Soft Skills and CRM Training.● Acquire 85% Pass rate from New Hire Batches assigned that transitions from Training to Production. Show less

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  NA

  Jul 2017 - Feb 2020

  Freelancer Logistics Planner and Distributor

  • Planning, Co-ordinating and Managing the Supply and Distribution of goods in the city and outside the city from warehouses.● Sales and Acquisition of new contracts for the company, upselling services to existing Customers and promoting Business to potential clients.● Expansion of 80% Business acquired since its inception in 2017● Recording all financial transactions and overheads such as Accidents, Insurance Deductibles, Parking Fines, Speeding Tickets to Hauliers.● Maintaining Documents related to Loading and Off loading of vehicles, Signatures of the consignment receivers and implementing any feedback received.● Worked for reputed brands like Dominos Pizza, Bladkompaniet, Metro News, Nemlig, Meyers Kokken etc Show less

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  Teleperformance

  Aug 2020 - Mar 2022

  Call Center Supervisor

  • Planning, Co-ordinating and Managing a Team of 15 Agents in an inbound contact centre• Work alongside Call Centre Supervisor in functions like Adhoc Training and Development, Customer Escalation Management and improving metrics• Work closely with Agents to Monitor their Performance in terms of Net Promotor Score, Call Quality, Attendance and Product Knowledge.• Support the Floor with queries from Work From Home Agents over Adobe Chat system and Work from Office Agents face to face.• Uptrain High Performing agents to transition into Floor Walker Role• Monitor Call Quality by listening to Live and Recorded calls from CRM Systems to identify areas of Opportunity for Agents.• Mark Attendance and take Leave Request. Actively Communicate to WFM for Aux statuses.• Conduct Team Huddle to update them with information and upcoming process changes as and when required . Show less

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  DHL

  Oct 2020 - Feb 2021

  Senior Customer Associate

  • Respond to calls, Chat and Emails in a contact centre environment about Package status.• Provide a world class experience to Customers using the service in order to get the best quality Net Promoter Score.• Open cases and follow up on lost packages.• Attend weekly One to One with Team Manager to advise any new challenges faced • Support new hires and help them go through Call Structure and assist in responding to difficult queries.

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  Purolator Inc.

  Mar 2022 - Sept 2023

  Manager - National Control Centre

  • Drive Project Management and deliver results to Senior Leadership.• Monitor Eastern and Western Canada Linehauls and Air Network Transportation along with coming up Contingency plans.• People Management - Manage a Team of 12 Coordinators and 2 Supervisors who manage the Purolator Ground, Rail and Air Network of Middle Mile Transportation. Designing and Executing a Recovery Plan when Middle Mile Transportation section has Breakdowns or Failures• Organize Calls between Eastern Canada and Western Canada or National Calls with an Audience of 50-100 Unit Managers from Purolator Terminals to check On Time Performance and Departures/Arrivals.• Gap Analysis in Processes, and continuous Constructive Feedback to team to better Every Day Operations. • Relay constructive feedback to terminals and Commercial Carriers with Corrective plans if found non-compliant with current processes in place.• Manage the Contact Centre with regards to incoming calls, emails, and Cases from a wide network of terminals and Carriers and ensure timely responses for them.• Define metrics to perform Transportation performance, Design and implement newer processes, develop KPIs, Negotiate rates and contracts, review P&L for National Control Tower • Play a vital role in Recruitment and Hiring, interviewing temp agents and Permanent employees.• Direct employees and staff accountable on Managing tasks efficiently whilst busy periods like Amazon events, Pre-Christmas peak etc.• Liase with other departments like HR, Training and Operations daily everyday functioning of the Team, including Escalation of issues to other teams.• Support other Managers under Transportation and National Security Operations vertical in their day-to-day tasks eg Managing their Personnel or Cover time-off. Show less