Vineet Tanwar
New Delhi
Summary
Hardworking and motivated professional with around 9 years of experience and record of success in email and chat escalations industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Manager ORM
Netimpact Solution Limited
06.2023 - Current
- Created monthly reports for senior management summarizing operational performance metrics
- Handling escalations at CEO, MD and other management leaders.
- Coached, mentored and trained team members in order to improve their job performance
- Conducted regular meetings with staff to discuss progress and identify areas of improvement. Established processes to ensure efficient workflow throughout the organization. Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency. Collaborated with other departments to ensure timely completion of projects within budget constraints. Organized special events such as conferences or training sessions for employees to keep them updated with email templates and trend.
- Keep up of market developments and industry best practices for customer service and email assistance, then integrate them into team procedures.
- A people-person who cultivates a cooperative and upbeat work atmosphere, encouraging teamwork and team member motivation
- Created and maintained key performance indicators to track operational efficiency and effectiveness
- Managed daily operations including scheduling, resource allocation, inventory management, and customer relations
- Implemented new strategies to increase productivity while reducing costs associated with production processes
- Conducted regular training sessions on safety protocols, operational procedures, product knowledge., for team members across all departments.
Team Lead - Email Process
Concentrix Daksh Services India Private Limited
01.2020 - 01.2023
- Meet and exceed Client Metrics: External & Internal Operations, Quality Metrics to be consistently Green.
- Strengthen operations management processes/framework to improve delivery.
- Drive effective meetings with tangible Action planning and subsequent issue closures
- Assist the manager in managing the email support team and ensuring smooth operations.
- Accurately capture the reporting needs of the client and set up processes to seamlessly meet the client's expectations.
- Worked closely with peers to enhance project outcomes.
- Assist in developing and updating email templates, guidelines, and knowledge base articles to ensure accurate and consistent responses.
- Ensure consistency through calibrations amongst SMEs & QAs, ensure scores are calibrated with the client
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Responsible for delivering the key customer KPIs & high level of customer satisfaction.
SME (Subject Matter Expert)
Concentrix Daksh Services India Private Limited
04.2019 - 12.2019
- High performance delivery with quality
- Supports the team in handling customer's queries
- Maintaining the SLA and tracking the team's delivery
- Giving real-time support on the floor related to the product
- Providing Coaching and Feedback to the team members
- Effective Planning to drive performance
- Provide mentorship to new hires
- Effective knowledge sharing through cascading all client/quality updates
- Drive Continuous improvement of process parameters
- Handle difficult/escalated emails, chat and manage the customer
- Manage complex/ difficult employee situations
- Customer/Client Interactions
- Data Collection, analysis and reporting
Associate, Operations
Concentrix Daks Services India Private Limited
07.2016 - 03.2019
- Handle customer enquiries, answering any questions and queries over email and chat
- Provide support and comprehensive product / service information to customers
- Identify opportunities to enhance customer experience and turn dissatisfied customers into happy customers
Education
Intermediate -
Gitarattan Jindal Public School
New Delhi, DelhiB.Com -
Sunrise University
Alwar, Rajasthan04-2015
Skills
- Operations Management
- Workforce Management
- Strategic Planning
- Performance Management
- Key Performance Indicators
- Team Leadership
- Staff Training and Development
- Time Management
- Customer Service
- Process Improvement
- Performance monitoring
- Workflow Optimization
- P&L Management
- Client Relations
Preferredlocation
Delhi, Ncr
Personal Information
- Father's Name: Late Anil Tanwar
- Date of Birth: 01/31/93
- Gender: Male
- Nationality: Indian
- Marital Status: Unmarried
- Religion: Hindu
Languages
English
Intermediate (B1)
B1
Hindi
Native or Bilingual
Hindi
Native or Bilingual
Hobbies and Interests
- Listening Music
- Playing Games
References
References available upon request.
Timeline
Manager ORM
Netimpact Solution Limited
06.2023 - Current
Team Lead - Email Process
Concentrix Daksh Services India Private Limited
01.2020 - 01.2023
SME (Subject Matter Expert)
Concentrix Daksh Services India Private Limited
04.2019 - 12.2019
Associate, Operations
Concentrix Daks Services India Private Limited
07.2016 - 03.2019
B.Com -
Sunrise University
Intermediate -
Gitarattan Jindal Public School
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