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Skills

  • BPO
  • Cold Calling
  • Creative
  • Customer Service
  • Design
  • Environmental Industry
  • Mapping
  • Module Design
  • Monitoring
  • Performance Engineering
  • Phone Support
  • Process Design
  • Programming
  • Relationship Management
  • Skill

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Services

  • Cold calling,Customer service

    $8/hr Starting at $25

    Result-oriented Professional with over 5 years of experience in: • Skilled in designing & conducting customized training programs geared towards optimizing knowledge & operational CORE COMPETENCIES •...

    BPOCold CallingCreativeCustomer ServiceDesign

About

You need the right people with you not the best people. -Jack Ma

WORK EXPERIENCE

Since Ferbuary-2014 with Rigel Networks Pvt. Ltd., Vadodara, India
Presently designated as Global Delivery Manager – Operations
Growth Path:
Oct- ‘16 to Present Global Delivery Manager - Operations
Feb’14 to Sep’16 Team Lead OPS - BPO
Responsibilities:
As Global Delivery Manager Operations
• Responsible for delivering Key Customer Goals and regular feedback & coaching after clear understanding based on
Individual Training Need Analysis derived from various data sets on performance patterns.
• Optimally utilized my skills to Efficiently Monitor, Mark & Evaluate call as per the Relationship Care Principles & provide
Effective Feedback as applicable.
• Track Individual Performance & prepare Action Plans for low performing based on their Training Need Analysis
• Managed productivity and attrition for the team through motivation and engagement.
• Managed productivity and attrition for the team through motivation and engagement.
• Initiated and supported Employee Engagement initiatives at the process level.
• To conduct New Hire training to deliver extraordinary customer care within pre-determined quality standards.
• Classroom facilitation for trainings

• To observe, measure, coach and monitor New Hire performance largely around Handling Effectiveness during OJT phase
• Responsible for creating Development Plans for the new trainees so that each one could be given individual attention.
• Driving Key Customer Goals and KPI Metrics through optimum utilization of Resources and managing Tasks.
• Handling floor and managing providing customer service for inbound/outbound.
• Handling multiple sub process for a Field Service company; Tech Support team; Application support for Airline companies.
• To ensure that Team leads & respective process team are Performing as per the target set by the organization.
• Reviewing the daily performance of the Team leaders & respective team members. Handling Client interactions and
escalations.

Work Terms

9 HOURS, ACH

Nikita Limbachiya
Nikita Limbachiya
Surat, Gujarat, India
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