Summary
Overview
Work History
Education
Skills
CORE COMPETENCIES
Timeline
Hi, I’m

Nitish Saxena

Operations Team Lead

Summary

Versatile Operation Team Leader bringing self-directed and confident management style developed over 6 years of experience. Possesses a strong technical acumen, excellent managerial skills and superb communication skills. Proven success in handling multiple challenging projects utilizing MS Excel, PowerPoint, Tech-see, One-click, Wizard, CPE-Manager, Optix and Avaya. Dedicated to consistently delivering excellent results and striving to exceed expectations. Committed to helping the organization achieve its goals and objectives.

Overview

6
years of professional experience

Work History

Tech Mahindra Pvt. Ltd.

Operations Team Leader
08.2019 - 12.2022

Job overview

  • Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
  • Managed high workload with consistent record of achieving deadlines and production targets.
  • Kept team activities in compliance with safety, regulatory and environmental guidelines.
  • Improved team efficiency and productivity by restructuring workflow and managing assignments.
  • Maintained team compliance with company standards, safety practices and regulatory and environmental requirements.
  • Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
  • Helped set and manage objectives for quality, productivity and compliance.
  • Assisted with improving revenue and customer numbers by overseeing implementation of diverse sales and service initiatives.

Airbnb Pvt. Ltd.

Senior Customer Service Specialist
11.2017 - 11.2018

Job overview

  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Research collection cases and perform timely follow-ups to resolve payment issues and disputes.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Coached new team members on service techniques and cultivate innovation and growth by driving cross-collaboration and execution of projects across multiple teams.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.

Concentrix Daksh Pvt. Ltd.

Customer Service Representative
05.2015 - 11.2016

Job overview

  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

Education

SCHOOL OF OPEN LEARNING, DELHI UNIVERSITY GRADUATE
New Delhi, DL

GRADUATION from B.COM PASS
10.2012

University Overview

G.B.S. Secondary School
New Delhi

Certificate of Higher Education from Commerce
04.2009

University Overview

Skills

  • Effective Communication
  • Efficiency Improvement Skills
  • KPI management
  • Customer Relationship Development
  • Expertise in Microsoft Office Applications ( PPT, Excel and Word)
  • Shrinkage Management
  • Time Management
  • Conflict Resolution Tactics
  • Strategic Decision-Making
  • Task Delegation
  • Team Member Training
  • Environmental Practices

CORE COMPETENCIES

CORE COMPETENCIES

• Operational / Process Excellence

• People Management & Leadership

• Workflow and Performance Management

• Client / Stakeholder Management

• SLA /TAT Management

• Escalation Management

• Service Quality Assurance

• SLA Management Continuous Process Improvements (CPI)

Timeline

Operations Team Leader
Tech Mahindra Pvt. Ltd.
08.2019 - 12.2022
Senior Customer Service Specialist
Airbnb Pvt. Ltd.
11.2017 - 11.2018
Customer Service Representative
Concentrix Daksh Pvt. Ltd.
05.2015 - 11.2016
SCHOOL OF OPEN LEARNING, DELHI UNIVERSITY GRADUATE
GRADUATION from B.COM PASS
G.B.S. Secondary School
Certificate of Higher Education from Commerce

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Nitish SaxenaOperations Team Lead