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Shubham Saxena

Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.

Key Skills

Customer service
Team Management
Communication skills
Operational improvement
Empathetic
Problem solving
Active listener
Result Oriented
Flexible
Collaborator
Prioritization
Quick thinking

Professional Experience

Aug 2021
Present
TEAM LEAD
Compex Legal Services Indore, IN
The Nation's Leading Record Retrieval Provider · Record Retrieval & Litigation Support Services.
Managed a team of 30-40 FEs & worked with Onshore team to enhance productivity. 
Helped Operation Manager to develop training material and drive performance.
Trained 5 batches for Chennai Project. 
Apr 2021
Aug 2021
Subject Matter Expert
MasterCard Indore, IN
Mastercard Inc. is the second-largest payment-processing corporation worldwide. It offers a range of financial services.
Managed a team of 20-25 agents & worked with operation manager to enhance productivity and team performance. Helped team over achieve their targets. 
Mar 2017
Apr 2021
Subject Matter Expert
Yahoo Small Business Indore, IN
Yahoo Small Business helps small businesses get online, sell online, and grow online. It provides Domains as well as Business email plans along with website designing tools.
Managed a team of 20-25 agents & worked with operation manager to enhance productivity. Also managed to adhere KPIs and KRAs of a team leader. Worked with clients to resolve escalations and critical WordPress/ websites) business email queries.
Dec 2015
Mar 2017
Subject Matter Expert
FLIPKART INTERNET PRIVATE LIMITED Indore, IN
Flipkart Private Limited is an Indian e-commerce company.
Managed a team of 20-25 agents and worked with team leaders to enhance productivity. Handled escalation/supervisor calls. Helped team achieving their daily goals. 

Education

Mar 2017
Sep 2020
B.Com in CIPS
MMYVV

Achievements

2018
SME of the month
Helped team overachieve their target and secured 1st rank for continuous 3 months in overall stack ranking throughout PAN India level.
2019
SME of the quarter
Helped Chat Team improving their performance and bring CSAT from 75% to 85% for continuous 6-7 months.
Helped team to improve their AHT and bring it down to 21 minutes from 25 minutes. 
Helped team for their next level and out of 25 members 5 members were promoted.
Motivated team to achieve their daily targets. 
Helped team retain customers and retained 70% of the customers who were switching to other platforms like GoDaddy.
2017
CSAT champ of the month
Achieved highest number of customer satisfaction by providing excellent services within the given AHT.
Received appreciation emails from customers as well as managers for outstanding performance.
2017
Quality Champ of the month
Managed to achieved 90-95% of call quality. Scored highest in terms of call quality for the month of May.
2022
Best trainer of the month
Helped company setup their business in Chennai. 
Trained 5 batches in Chennai with 90% results. 

Quote

"Everything you want is on the other side of fear."

Jack Canfield

Hobbies & Interests

  • Travelling
  • Volunteering
  • Mentoring and coaching

Languages

English
(Fluent)
Hindi
(Native)

Career Aspiration

My ultimate goal for the next five years is to master my position and advance into a managerial role within my department.

Get in touch with Shubham