Yayati Sharma

Experience

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  WNS Global Services

  Jan 2004 - Sept 2005

  Customer Service Representative

   Ensured that all Performance Metrics as per the Quality, C-Sat and AHT with the Client and within organization are exceeded. Participated in all the cultural & sports activities. Conducted, organized team outings & team managers outings. Inbound Customer service representative, servicing

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  Tech Mahindra Business Services

  Jun 2007 - Jan 2014

  Team Leader

   Responsible for all floor management activities including work force management. Planning and Execution of SLA management. Providing floor support and handling customer escalation. Track and initiate the process for attrition, absenteeism & volunteering related issues. Creating training plans, process documentation and certification procedures and ensure compliance. Review productivity/error trend analysis and take necessary actions to ensure fulfilment of the objectives of the process / the team. Maximize profitability through superior customer service, effective and prompt communication and follow-up on all pending matters with the customer. Counselling employees and resolving team / personal issues. Reviewing performance of the team and take corrective actions to ensure smooth management of the team on a daily basis Minder weergeven

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  EClerx

  Jan 2014 - Dec 2018

  Team Lead

   Lead and coach Customer Service team to customer service excellence through achievement of phone call and order placement KPIs Develop and maintain a culture of best practice and continuous improvement within the team Responsible for inspiring high levels of engagement amongst the team Liaise effectively with internal departments and key stakeholders to increase the presence of the team and ensure all standards are met Review and implement the necessary training requirements to develop the Customer Service team Provide hands on support by completing daily tasks such as resolving queries ,tech issues etc Initiating and driving Process Improvement projects post completion of process hand off Minder weergeven

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  Accenture in India

  Dec 2018 - Feb 2021

  Team Lead

   Manage a team of content moderators that are responsible for investigation of social media advertise raised by clients to ensure these ads are up and running in a clean platform assigned to the correct application team for a resolution or provide a resolution if possible through investigation Devise/suggest project improvements and make changes to established SOP’s and documentation Supporting continuous improvement initiatives to ensure high levels of customer satisfaction. Reviewing productivity and error trend analysis and taking necessary actions to ensure fulfillment of the objectives of the process / the team. Maximizing profitability through superior customer service, effective and prompt communication and follow-up on all pending matters with the customer/Application team Minder weergeven