Mehul Razdan

WORKING EXPERIENCE:-  

• Worked with Tech Mahindra as Team Leader Operations from 10th Feb 2020 to 30th June 2023
• 3 Year & 47 days with Concentrix as an “Senior Analyst Training & Quality” From 21st November2016 to 7th Jan 2020
• 19 Months with “Safeway Technologies” as an “ Process Trainer & Quality Auditor” From 2nd Feb 2015 to 15thSep 2016
• 11 Months & 6 Days with Beno Support” as an “ Technical Sales & Support Executive” From 3rd March 2014 to 02nd Feb 2015
• 35 Months with IBM ( Green Light Process ) as an Technical Sales & Support Executive” From 23rd Feb 2011 to 1st Feb 2014
• 4 Months & 15 Days with “Kochar Infotech” as an “HR Co-Ordinator” From 14th Jan 2010 to 26th May 2010
• 19 Months with “IBM Daksh” as an “ Customer Care Executive” From 21st May 2008 to 28th Nov 2009

Key Achievements:

• Lean & Part of Sigma Project for ‘reducing the lead time for the agents for being productive from 6 months to 3 months’.
• Part of processing training team (Product were Flipkart DID & L2)
• Handling two LOB at the same time (DID & CMB)
• Part of transition team to setup Chandigarh & Pune Uber Business 
• Won Quarterly Award for Best  Quality Analyst in June20 Dec20 & March21
• Improvement in WoW scores in App Promotion & Event % in Netgear Project

     Responsibilities & Achievements:

• Identify and give feedback on agent shortcomings in soft skills and process knowledge
• Online/offline monitoring of agent calls to audit and scrutinize
• Daily Reports on Quality Deviations
• Auditing calls based on set parameters and CTQ’s.
• Taking training for new batches regarding quality parameters.
• Preparing shift timing reports
• Reviewing the performance of the Agents
• Performed contact call centre monitoring, evaluated and reported all agents within regional territory.
• Actively used quality management system to compile, track and trend agent performance.
• Communicated with centre leadership and Corporate Customer Service Team and socialized call centre performance and observed performance gaps.
• Analysed call and ticket trends and identified agent and call centre training opportunities and provided recommendations to management.
• Facilitated third party client calibrations/conference calls
• Effectively handled escalated customer service calls
• Worked with Group Supervisors to develop customer care representative's performance and to create action plans to improve quality scores.
• Reviewed and analysed CSAT bottom box alerts from Mind Share systems in a weekly basis to ensure quality assurance and report irregularities to Group Supervisor for proper agent coaching.
• Trained new QA's on a quarterly basis, created monthly reports for site managers and regional directors
• Facilitated weekly meetings with key stakeholders to task programs to help identify needs and improve service.
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity
• Giving Feedback to operations regarding any deviations in process

Highlights of Qualifications:

• Remarkable Ability to Analyse and track historical ticket and call volume, seasonal variations and trend
• Ability to Create and maintain organizational and individual scorecard system
• Ability to Track and analyse compliance to call centre service standards
• Excellent multi-tasking skills
• Proficient with Excel, Windows, word processing and screen navigation
• Strong communication and problem solving skills both written and verbal
• Excellent time management and organizational skills
• Self-motivated and able to work independently
• Systematic, Assertive & Versatile
• Pleasing & friendly personality

Professional Experience:

• Consistently sent email to supervisors and provided instant feedback on performance concerns, disconnected calls and auto fail calls.
• Participated in internal calibrations with Quality and Operations and ensured consistent scoring.
• Responsible for being objective liaison on behalf of the client to the vendors.
• Participated in assisting with Quality lessons and improved quality performance.
• Tracked call and ticket results and conducted trend analysis based on results of monitors and improved Quality and Training needs

PERSONAL DETAILS:-

Name               :      Mehul Razdan

S/o                  :      Vijay kumar Razdan

D.O.B.              :      30th June, 1985

LANGUAGES KNOWN:-

Hindi, English, & Punjabi.

HOBBIES:-

Playing Games on PS4 & Mobile, Surfing on Net.

I declare that the information provided above is true to my knowledge.

Date:                                                                                      Mehul Razdan

WORKING EXPERIENCE:-  

• Worked with Tech Mahindra as Team Leader Operations from 10th Feb 2020 to 30th June 2023
• 3 Year & 47 days with Concentrix as an “Senior Analyst Training & Quality” From 21st November2016 to 7th Jan 2020
• 19 Months with “Safeway Technologies” as an “ Process Trainer & Quality Auditor” From 2nd Feb 2015 to 15thSep 2016
• 11 Months & 6 Days with Beno Support” as an “ Technical Sales & Support Executive” From 3rd March 2014 to 02nd Feb 2015
• 35 Months with IBM ( Green Light Process ) as an Technical Sales & Support Executive” From 23rd Feb 2011 to 1st Feb 2014
• 4 Months & 15 Days with “Kochar Infotech” as an “HR Co-Ordinator” From 14th Jan 2010 to 26th May 2010
• 19 Months with “IBM Daksh” as an “ Customer Care Executive” From 21st May 2008 to 28th Nov 2009

EDUCATIONAL QUALIFICATION :-