Vikas Monga

Experience

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  IBM

  Sept 2006 - Aug 2009

  Handling an inbound customer care unit for a major US online shopping website, facilitating, processing, troubleshooting end user transactions and resolving post sales conflicts regarding any purchase.Taking escalations to make sure 100% customer service should be there.Assisting the Supervisor in preparing action plan for bottom quartiles agents.Training the agents on supervisor’s recommendation on specific training modules and enhancing individual performance to improve the EDR. Providing constant feedback and help to the newly hired agents by live barging.Sometimes rove on the floor to provide help to the new agents to reduce the EDR and AHT.Participating in before and after briefings for team motivation and ensuring achievements of targets. Assisting TL’s in preparing reports charts & graphs on daily, weekly & monthly basis. Show less Got the certification from corporate department for being a good facilitator.Won Certification from Dell in achieving top Stack Ranking throughout the quarter.Won several R & R’s and prizes in Dell for being the constant performer from day one.Won Certification for the Maximum Revenue & Margin constantly for 2 quarters.Skill ProfileStrong communication, presentation and inter-personal/personnel skills.Quick at adapt & apply ability to work effectively.Keeping an eye on new developments/changes & to adapt them as needed.Willingness to work hard on acquiring and mastering new skill set need for the international business environment. Show less

  • Sr. Customer Service Associate

    Sept 2006 - Aug 2009

  • Team Lead

    Sept 2006 - Aug 2009
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  Dell

  Aug 2009 - Aug 2011

  Band A-4) with DELL Intl Services (Aug 09 Till Date) Making outbound sales calls and generating Revenue $520.00 and margin $220.00 on a daily basis.Providing feedback and helping the newly hired agents to achieve their daily targets.Sending production & Utilization reports to the whole team.Helping Bottom performers in achieving their targets by buddy jacking & taking Heat checks.Taking sessions on how to maximize Revenue & Margin for the new hires & Bottom quartiles.Also acting as a SPOC for sending Aux reports , sales reports , COD reports to the whole floor.Trainings UndergoneH2O training which helps in knowing a person better and to engage the employees with the company.BQT training which helps in knowing the basic terms of quality department and how it works. FISH training which helps to work better and to improve it.Facilitate the Facilitator training which helps in knowing how a trainer can be the best trainer.Leadership Training which helps in improving & knowing a Good Leadership quality.Mentor & Mentee Training which helps in enhancing the qualities of a good mentor.AchievementsWon third prize as Champ of the Season during the season time within the process in 2007.Won second prize as MVP in Feb, 2008.Got the Star Performer award in Q1, FY13 for achieving 211 % of the quota assigned. Show less

  • Sr. Sales Expert

    Aug 2009 - Aug 2011

  • Sr. Technical Support Associate

    Aug 2009 - Aug 2011
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  Oracle

  Aug 2011 - Jul 2015

  Inside Sales Account Manager

  Responsible for selling commercial subscription of MySQL– the world’s most popular database. Catering to the Pacific region of the US mainly Arizona.Coordinating with the field sales rep located in the pacific region to close as much business as possible.Working with internal legal team for terms and conditions of the agreement.Working closely with the BDC team to generate qualified leads and bring it to the closure.Liaison with Marketing team to work on territory campaigns and events to close more business in the assigned region. Show less

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  Adobe India Systems Private Limited

  Jul 2015 - now

  Customer Success Manager