Juhi Bansal
Legazpi City
Summary
Experienced MBA graduate with a strong background in BPO Operations and Corporate Onboarding for a Cloud Communication Platform (SaaS). Comprehensive knowledge of both non-voice and voice operations, with successful management of multiple team leads and day-to-day operations. Recognized for effective span control and implementation of innovative strategies to enhance team performance. Dedicated to continuously improving overall operational efficiency.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
2
2
Languages
Work History
Manager – Corporate Sales
Walkover Web Solutions Pvt Ltd
02.2021 - 07.2022
- Identifying new markets and business opportunities
- Facilitate sales of all types of services according to the client's needs
- Answer calls and providing the required information by resolving queries
- This task is performed by following standards of the company and maintaining premium quality of services
- Facilitate sales of all types of services according to the client's needs
- Assist and guide customers with all the required knowledge of the services
- Supervise the unresolved complaints and ensure that they are resolved in the given time frame by keeping the needs of the customer in mind
- Analyze the client's requirement after conversation with them and recommend products, plans or services that will match their needs
- Keeping a track of the potential customers and their requirements
- Hands on email workflows and ability to create successful email campaigns
- Developed customized pricing strategies for key accounts, resulting in higher customer satisfaction and increased revenue.
Assistant Manager – Operation (ACCM)
Teleperformance
06.2018 - 09.2020
- Managing recruitment selection, induction, performance appraisal, training, etc
- Interacting with agents for issue handling & coordinating with the TLs to ensure collaboration & retention
- Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and achieving Individual & process benchmark / target
- Replying on client emails, arranging weekly and monthly review/ calibration with clients
- Resolving employee issues related to system, infrastructure relation and making sure those overall employees satisfaction
- Maintaining an overall management style that follows company best practices
- Providing leadership and direction to all employees and team manager
- Ensuring quality, compliance and overall KPI’s are meet
- Preparing and presenting span reviews on monthly basis
- Working closely with the team managers to ensure we meet all the KPI’s
- Weekly review of EWS
- 1-1 discussions with employee on red and amber in EWS and making sure that we can get into the root cause of their dissatisfaction
- Providing Training to Process Associates to handle High Volume Situations and better customer delivery
- Work closely with all support functions to maintain the consistency of the process
Team Leader (AMCC)
Teleperformance
10.2016 - 05.2018
- Managing 15-18 team member of email team
- Managing the day-to-day activities of the team
- Motivating the team to achieve organizational and team goals
- Developing and implementing a timeline to achieve targets
- Delegating tasks to team members
- Creating a pleasant working environment that inspires the team
- Creating competitive work environment so that they can get monthly rewards
- Arranging monthly get together to build a connect with team
- Arranging monthly rewards in my team
- Attending weekly quality calibration
- Arranging refresher training for team
- Making sure the Team is adhering to quality compliances and meeting the weekly and monthly targets
- Achieving overall productivity and service level targets of the team
- Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions driving towards a high sense of satisfaction through effective TOPS adherence
Subject Matter Expert
Teleperformance
09.2015 - 09.2016
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
Customer Care Executive
Teleperformance
12.2014 - 08.2015
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced customer complaints with proactive issue identification and resolution strategies.
Education
MBA - Human Resources Development & Marketing Ma
DAVV University
Indore, India 01.2014 - 12.2014
Bachelor of Science -
DAVV University
Indore, India 04.2011 - 05.2011
High School Diploma -
MP Board
Indore, India 04.2008 - 05.2008
Skills
- Proficient in MS Office Package
- Verbal communication skills
- Written communication skills
- Knowledge of business operation processes and standards
- Organizational skills
- Time management skills
- Interpersonal skills
- Problem-solving skills
Personal Information
Date of Birth: 07/05/91
Awards
- EOM (employee of the month) three consecutive months
- Guiding Light of the Month reward - six times
- Retention Champ of the Month - four times
- Star Performer (ACCM) for 1 Year 2018-2019
Timeline
Manager – Corporate Sales
Walkover Web Solutions Pvt Ltd
02.2021 - 07.2022
Assistant Manager – Operation (ACCM)
Teleperformance
06.2018 - 09.2020
Team Leader (AMCC)
Teleperformance
10.2016 - 05.2018
Subject Matter Expert
Teleperformance
09.2015 - 09.2016
Customer Care Executive
Teleperformance
12.2014 - 08.2015
MBA - Human Resources Development & Marketing Ma
DAVV University
01.2014 - 12.2014
Bachelor of Science -
DAVV University
04.2011 - 05.2011
High School Diploma -
MP Board
04.2008 - 05.2008
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