Chanvir Birdi
Summary
Dynamic communicator dedicated to fostering inclusive team environments that drive exceptional results. Passionate about organization, problem-solving, and development, I uphold values-driven collaboration across diverse projects. As a seasoned high-caliber leader, I lead by example, demonstrating initiative and strategic judgment. My focus centers on cultivating talent through effective leadership, training, and empowerment, with a keen eye for recognizing and nurturing potential within teams.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Member Support Team Lead
Peloton
Plano, TX
11.2019 - 10.2022
- Empowered emerging leaders by identifying and cultivating their potential for leadership and advanced proficiency, fostering their growth and development within the organization.
- Developed Apparel LOB training materials, and helping establish weekly alignments with the team in order to build teamwork and encourage consistent improvement on KPIs, and daily production.
- Motivated team members (ranging from 9 to 27 individuals) to consistently achieve high customer satisfaction scores of 90% or higher, and ensure that acceptance rates for live channels stayed above 95% on average.
- Directed one-on-one sessions, conducted QA grading and reviews, and facilitated check-ins. Contributed to leadership projects by creating Global Town Hall presentation design, testing Maestro coaching forms, and developing strategic backlog management sheets, all the while collecting metrics and fostering cohesive collaboration within the entire leadership team.
- Assisted in Peer Mentoring by developing comprehensive resources from scratch using Google Sheets to support peers in navigating their new roles. Conducted training sessions on various platforms including Zendesk Insights, Talkdesk, Teleopti, Shopify, Salesforce, and others, to equip peers and teams for success.
- Aided team members' professional growth through tailored career guidance, including resume critiques, mock interview sessions, and targeted insights, fostering a culture of continuous learning and development.
Member Support Associate/Senior Member Support Ass
Peloton
Plano, TX
11.2019 - 09.2020
- Demonstrated expertise in de-escalating member issues, resulting in a notable improvement in member satisfaction and retention under multiple lines of business.
- Recognized as the QA Top Performer in many months, consistently maintaining a CSAT rating above 90% while excelling in quality assurance evaluations.
- Hand-selected to contribute to various projects, including providing floor support and addressing backlogs, showcasing reliability and versatility as a team member.
- Adapted quickly to new software tools such as CMS, Zendesk, Slack, Shopify, Salesforce and Talkdesk, leveraging them to perform duties efficiently and effectively.
- Excelled in providing exceptional member support across multiple channels and lines of business (Membership, Hardware/Software, & Apparel), employing inquisitive questioning and troubleshooting techniques to ensure optimal member and agent experiences.
Documentation Processing Specialist
Public Sector Lockbox Processing Division
Lewisville, TX
01.2019 - 04.2019
- Prioritized processing incoming client documentation.
- Specialized in sorting and handling high-security mail packages.
- Executed processing of high-security customer information, adhering to client specifications.
Senior Operations Manager
THT Air Solutions Heating & Cooling
Richardson, TX
05.2009 - 08.2018
- Led an 8-member team in managing the day-to-day operations of the business, while implementing two innovative management strategies to optimize customer experiences and operational efficiency.
- Facilitating weekly meetings, meticulously coordinating dispatch schedules, managing invoicing, liaising with vendors and insurance companies, while vigilantly monitoring technician team.
- Demonstrated HR expertise across all stages: recruiting, hiring, training, onboarding, and offboarding; skilled in thorough employee account management.
- Extensive experience gaining valuable contracts, and jobs for the business, while enhancing the overall company image to the public by creating all the social media platforms
- Led diverse marketing efforts resulting in a 10% revenue increase, expanding the customer base and driving business growth.
- Directed four large-scale commercial projects in a smaller business environment, managing teams of 14-20 members and budgets ranging from $50,000 to $80,000.
- Developed a strong organizational presence and elevated brand perception through the strategic curation and management of various social media platforms, fostering expansive market outreach and credibility.
Education
Bachelor of Arts - Entrepreneurship
University of North Texas
Denton, TX05.2019
Bachelor of Arts - Psychology
University of North Texas
Denton, TX05.2019
Skills
- Adaptive Problem-Solving
- Conflict Resolution
- Cross-Functional Collaboration
- Change Management
- CRM Softwares
- Data Analytics
- Database Querying
- Data Visualization
- Dynamic Communicator
- Operating System Management
- Performance Appraisal
- Quality Assurance
- Resource Management
- Strategic Leadership:
- Training
Certification
- Certificate in Sales Training (Semi-Annually), 05/2014 - 07/2018
- DESCO ESC Service Software (Renewed Annually), 06/2015 - 05/2018
- Microsoft Office Specialist Certificate, 04/2018
- Google Workspace, 07/2022
Languages
English
Native or Bilingual
Punjabi
Full Professional
Hindi
Professional Working
Timeline
Member Support Team Lead
Peloton
11.2019 - 10.2022
Member Support Associate/Senior Member Support Ass
Peloton
11.2019 - 09.2020
Documentation Processing Specialist
Public Sector Lockbox Processing Division
01.2019 - 04.2019
Senior Operations Manager
THT Air Solutions Heating & Cooling
05.2009 - 08.2018
Bachelor of Arts - Entrepreneurship
University of North Texas
Bachelor of Arts - Psychology
University of North Texas