Basic Info

Nikil Chaturvedi

11 years

India

Bachelor's Degree

Manager

Work Experience

Customer Service Manager at Amazon development center Pvt Ltd

Experience Details

Customer Service Manager

Customer Service/Support

Manager

Accomplishing customer service human resource objectives by recruiting, selecting, orienting,
training, assigning, scheduling, coaching, counselling, and disciplining employees;
communicating job expectations; planning, monitoring, appraising, and reviewing job
contributions; planning and reviewing compensation actions; enforcing policies and procedures.
 Achieving customer service objectives by contributing customer service information and
recommendations to strategic plans and reviews; preparing and completing action plans;
implementing production, productivity, quality, and customer-service standards; resolving
problems; completing audits; identifying customer service trends; determining system
improvements; implementing change.
 Meeting customer service financial objectives by forecasting requirements; preparing an annual
budget; scheduling expenditures; analyzing variances; initiating corrective actions.
 Determining customer service requirements by maintaining contact with customers; visiting
operational environments; conducting surveys; forming focus groups; bench marking best
practices; analyzing information and applications.
 Improving customer service quality results by studying, evaluating, and re-designing processes;
establishing and communicating service metrics; monitoring and analyzing results; implementing
changes.
 Maximizing customer operational performance by providing help desk resources and technical
advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting
and diagnosing network problems.
 Accomplishing information systems and organization mission by completing related results as
needed


Company Details

Amazon development center Pvt Ltd (multinational)

Pune, India

More than 1000 employees

Consumer Services , Internet/E-commerce

www.amazon.com

Apr 2016 to Sep 2016 (5 months)
Team Manager at Arthur J Gallagher

Experience Details

Team Manager

Customer Service/Support

Manager

Determining center operational strategies by conducting needs assessments, performance reviews,
capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art
technologies; defining user requirements; establishing technical specifications, and production,
productivity, quality, and customer-service standards; contributing information and analysis to
organizational strategic plans and reviews.
 Maintaining and improving center operations by monitoring system performance; identifying and
resolving problems; preparing and completing action plans; completing system audits and
analyses; managing system and process improvement and quality assurance programs; installing
upgrades.
 Accomplishing call center human resource objectives by recruiting, selecting, orienting, training,
assigning, coaching, counselling, and disciplining employees; administering scheduling systems;
communicating job expectations; planning, monitoring, appraising, and reviewing job
contributions; planning and reviewing compensation actions; enforcing policies and procedures.
 Preparing performance reports by collecting, analyzing, and summarizing data and trends.
 Maintaining professional and technical knowledge by tracking emerging trends in call center
operations management; attending educational workshops; reviewing professional publications;
establishing personal networks; bench marking state-of-the-art practices; participating in
professional societies.
 Accomplishing organization goals by accepting ownership for accomplishing new and different
requests; exploring opportunities to add value to job accomplishments.


Company Details

Arthur J Gallagher (multinational)

Pune, India

More than 1000 employees

Insurance

www.ajg.vom

Jun 2013 to Feb 2016 (2 years 8 months)
Team Manager at Vodafone services Pvt Ltd

Experience Details

Team Manager

Customer Service/Support

Manager

 Providing encouragement to team members, including communicating team goals and identifying
areas for new training or skill checks
 Assisting management with hiring processes and new team member training
 Answering team member questions, helps with team member problems, and oversees team
member work for quality and guideline compliance
 Communicating deadlines and sales goals to team members
 Developing strategies to promote team member adherence to company regulations and
performance goals
 Conducting team meetings to update members on best practices and continuing expectations
 Generating and sharing comprehensive and detailed reports about team performance, missionrelated
objectives, and deadlines
 Ensuring company brand materials and physical working spaces meet and exceed company
presentation standards
 Providing quality customer service, including interacting with customers, answering customer
enquiries, and effectively handling customer complaints


Company Details

Vodafone services Pvt Ltd

Ahmedabad, India

More than 1000 employees

Telecommunications, Information Technology Services

www.Vodafone.com

Jan 2010 to May 2013 (3 years 4 months)
Team Manager at Ventura India Pvt Ltd (Capita)

Experience Details

Team Manager

Analyst/Research

Manager

Handling a team of WFM Admins.
 Identifying client needs and link to process improvements
 Building statistical models or adapt existing ones to meet requirements of the organization
 Maintaining high Stakeholder and Employee Satisfaction
 Initiate and participate in continuous improvement projects in the team
 Adhere to all internal processes and controls
 Collaborating across multiple teams from Delivery and Support functions
 Optimize use of tools/technology and workforce management techniques to improve efficiency
and effectiveness of supported accounts
 Providing recommendations to the Management on potential issues and solutions
 Deliver ad-hoc requests within agreed time lines
 Provide RCAs, 'What-If' simulations and Impact Analysis on need basis
 Perform periodic reviews (weekly/forthnightly) reviews on all deliverables with all stake holders/
Operations Teams
 Ensure eWFM application is setup accurately and up-to-date with data
 Contribute positively to improve the overall financial and operational numbers of SDD
 Share & implement WFM best practices to optimize productivity


Company Details

Ventura India Pvt Ltd (Capita)

Pune, India

More than 1000 employees

Information Technology Services

www.capita.com

Sep 2008 to Mar 2010 (1 year 6 months)

Achievements


State level basketball player. Came fourth at University level in final year accountancy exam.

Education

B.com in Marketing and Advertising

Education Details

B.com

Marketing and Advertising

Pune university, India

C / Good / 65 - 75%

Financial Accounting Cost Accounting Business Management Marketing Advertising Business Management

N/A

Pune university
2002 - 2005
High School - Other

High School Details

Other

St Aloysius Senior Secondary School

India

2002

C / Good / 65 - 75%

N/A

St Aloysius Senior Secondary School
2002

Certifications

ITIL
Apr 2016

Certificate details

ITIL

Apr 2016

N/A

N/A

N/A

Axelos Certification

N/A

IELTS
Feb 2017

Certificate details

IELTS

Feb 2017

N/A

N/A

N/A

IDP, British Council

N/A

Training and Courses

Training/Course Details

Marketing and advertising

Jun 2002

Pune university

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AdaptiveAmazon Development Center Pvt LtdArthur J GallagherConsumer ServicesCustomer ServiceCustomer Service ManagerCustomer ServicesCustomer-orientedDetails-orientedE-commerceEnglishFlexibleHard WorkerHindiIELTSITILInformation Technology ServicesInsuranceInternetMS ExcelMS OfficeMarketing And AdvertisingPeople ManagementPlaying ChessReadingResearchSocialSupportTeam ManagerTelecommunicationsTravelling And Meeting New People

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Hindi

Hindi

: Advanced

: Advanced

: Fluent

: Fluent

Tools and Technologies

MS Excel

MS Excel

: Expert

: Extreme - I love it!

:

More than 7 years

MS Office

MS Office

: Expert

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

People Management

People Management

: Expert

: Extreme - I love it!

:

5-7 years

Customer Services

Customer Services

: Expert

: Extreme - I love it!

:

More than 7 years

Key Skills

Hard worker, Customer-oriented, Flexible / Adaptive, Details-oriented, Social

Online Presence

https://www.linkedin.com/public-profile/settings?trk=d_flagship3_profile_self_view_public_profile

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