- Team Sports (Soccer)
- Event Planning and coordination
- Adventure Travel (Team Outings)
- Cooking
Aashish Raj Shahi
Woodbridge,USA
Summary
Agile and adaptable leader with stellar work history, motivational approach and upbeat nature dedicated to streamlining operations to promote organizational efficiency. Skilled in call center operations, coaching and performance improvement. Focused on delivering quality service and meeting business goals. Collaborative with dedication to partnering with coworkers to promote engaged, empowering work culture.
Overview
18
18
years of professional experience
Work History
Assistant Manager
Aegis Customer Support Services Pvt. Ltd. (Startek)
Bangalore, India
11.2023 - 05.2025
- Led and mentored a team of trainers, facilitated new hire training (NHT) and floor training, and managed the end-to-end training process for new hires, ensuring they are prepared for floor operations and adhere to client service level agreements (SLAs)
- Partnered with operations and quality teams to analyze agent performance data and training effectiveness, identified training gaps and designed targeted coaching sessions, refresher trainings to improve quality metrics like Average Handling Time (AHT), Customer Satisfaction (CSAT)
- Developed and maintained the annual training calendar, and executed and drove the training programs accordingly for the organization ensuring timely delivery to meet the business needs
- Collaborated with HR and department heads to identify talent development opportunities and support career growth initiatives
Senior Team Leader
EvolveBPM Pvt. Ltd.
Pune, India
12.2022 - 09.2023
- Managed the operations' cross-functional telemarketing team
- Coached the team members and provided regular and timely feedbacks pertaining to their performance and schedule adherence
- Worked closely with quality and delivery teams, to ensure timely deliveries of assigned campaigns
- Catered to the concerns of the team members and addressed those including all HR related issues
Senior Team Leader
Facile Services Pvt. Ltd.
Pune, India
06.2019 - 09.2022
- Led, developed and managed a team of telemarketing and lead generation executives
- Developed agent skill sets and fostered personal development goals for the agents by coaching, training, sharing timely feedbacks for their improvements and performance enhancement
- Shared regular EOD reports and provided visibility of daily productivity to the management and sought and suggested new ideas and strategies to improve the performance of the team
- Took responsibilities for resolving disputes, ensuring that agents’ concerns are dealt correctly and all parties are notified
Team Leader
ADVANTMED LLP
Ahmedabad, India
08.2017 - 06.2019
- Managed an onshore (California) team remotely for all projects of medical records retrieval to achieve pre-defined department targets
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed
- Facilitated stakeholder meetings to align project objectives with organizational goals.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Team Leader
XDBS Pvt. Ltd.
Pune, India
10.2016 - 03.2017
- Managed a diverse team for all aspects of lead generation plans including email campaigns to achieve pre-defined lead targets
- Drove strategic initiatives that improved service delivery and strengthened client relationships.
- Provided effective leadership during periods of change or transition within the organization
- Conducted meetings regularly to ensure open communication and devised an action plan to address issues and concerns raised by the team
Sales Executive
Emirates NBD & RAK Bank
Dubai, UAE
08.2014 - 11.2015
- Contacted potential or existing customers to inform them about products or services
- Promoted and sold financial products to meet given or negotiated sales targets
- Developed and strengthened the referral network, using leads to achieve departmental goals
- Analyzed market trends and developed new business prospects in specific geographic areas through cold calls
Office Manager
Buddha Jyoti College
Siddharthanagar, Nepal
02.2011 - 06.2014
- Managed and supervised daily operations, including correspondence, maintaining academic records, and managing office supply inventory
- Promoted business relationships with new and existing parents/guardians, asked for their feedbacks and provided feedbacks to the higher management for purpose of enhancing the quality of education.
- Provided regular two-way communication between the parents/guardians and teachers, to provide strong team representation and set proper parents/guardians' expectations
- Checked and identified accounts that are likely to become a bad debt account and contacted the parents/guardians to retain them.
Team Leader
Ventura India Pvt. Ltd. (Capita)
Pune, India
01.2010 - 12.2010
- Managed the call center's day-to-day planning and operations of the team to meet with the required service level components, standards, and targets
- Handled challenges faced due to non-performers or personal matters in the team and resolve issues pertaining to appraisals, leaves, and rosters in a fair manner with all the team members
- Motivated and boosted the morale of the team at all times and drove the team towards goals and targets set by management heads
- Helped the sales representatives increase their efficiency and sales skills and groomed them to be better sales representatives and customer service professionals
Customer Relations Advisor
Tech Mahindra Business Services Ltd.
Pune, India
12.2006 - 01.2010
- Assisted telecom customers and resolved their problems by clarifying issues, exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems
- Resolved customer inquiries at the first point of contact, ensuring the delivery of an efficient and effective service to the customer
- Enhanced customer experience through accurately promoting and selling the benefits of the products and services
- Empathized with the customer where appropriate and ensured the customer always felt valued, treated fairly, and properly informed
Education
Bachelor of Computer Applications (BCA) -
Dr. Bhimrao Ambedkar University
Agra, India05.2002
Skills
- Call Center Operations
- Team leadership
- Customer service
- Customer relationship management
- Team Management
- Performance Management
- Planning & Decision Making
- People Development
- Coaching and mentoring
- Team collaboration
- Multitasking and organization
- Time management
Interests
Timeline
Assistant Manager
Aegis Customer Support Services Pvt. Ltd. (Startek)
11.2023 - 05.2025
Senior Team Leader
EvolveBPM Pvt. Ltd.
12.2022 - 09.2023
Senior Team Leader
Facile Services Pvt. Ltd.
06.2019 - 09.2022
Team Leader
ADVANTMED LLP
08.2017 - 06.2019
Team Leader
XDBS Pvt. Ltd.
10.2016 - 03.2017
Sales Executive
Emirates NBD & RAK Bank
08.2014 - 11.2015
Office Manager
Buddha Jyoti College
02.2011 - 06.2014
Team Leader
Ventura India Pvt. Ltd. (Capita)
01.2010 - 12.2010
Customer Relations Advisor
Tech Mahindra Business Services Ltd.
12.2006 - 01.2010
Bachelor of Computer Applications (BCA) -
Dr. Bhimrao Ambedkar University