Ashish Yadav

Assistant Manager

Infosys Ltd.

06.2015 - Current

Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
Resolved escalated customer issues promptly and professionally to maintain satisfaction.
Led daily team meetings to review performance, set targets and motivate staff.
Established and oversaw performance targets for call center associates.
Analyzed customer feedback to identify improvement opportunities and develop action plans.
Evaluated data to identify trends and determine customer service needs.
Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
Developed quality employees within call center to take over leadership positions.
Improved average hold times, resolution rates and satisfaction scores through staff development.
Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
Recruited, trained and onboarded new agents, maintaining exceptional service standards.
Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
Determined quality assurance benchmarks and set standards for improvement.
Improved workforce planning capabilities by analyzing historical call volume patterns to accurately predict future staffing needs.
Proactively identified opportunities for process improvement, leading initiatives that resulted in increased productivity and reduced costs within the call center operation.
Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
Executed Monthly Performance Plans with representatives to to identify production gaps.