Gitanshu Garg
Surrey,BC
Summary
Highly skilled Call Center Manager with 4 years of experience leading teams of up to 30 agents. Proven track record in implementing new technologies and training programs, resulting in significant increases in customer satisfaction scores and call center efficiency. Exceptional skills in team management, process optimization, and fostering a collaborative work environment to achieve departmental and company-wide objectives.
Overview
4
4
years of professional experience
Work History
Call Center Manager
HKL Health Supplies
12.2019 - Current
- Develop and implement strategies to improve customer service quality and call center performance
- Monitor call center performance and customer service metrics
- Analyze customer feedback and develop strategies to address customer needs
- Develop and implement policies and procedures to ensure customer service standards are met
- Train and coach call center staff on customer service techniques
- Monitor and evaluate staff performance and provide feedback
- Identify and implement new technologies to improve call center performance
- Analyze customer data to identify trends and opportunities for improvement
Server
Wings Tap And Grill
06.2020 - 12.2023
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
Education
Associate of Arts - Customer Relations
Capilano University
North Vancouver, BC12.2019
Skills
- Call center performance tracking
- Customer service training
- Team management
- Customer feedback analysis
- Quality assurance
- Call center scheduling
- Process improvement
- Sales improvement
- First call resolution
- Customer retention strategies
Accomplishments
- Awarded best CSR of the year resulting into leadership promotion.
- Supervised team of 30 staff members.
- Redesigned current OMS into more automated version resulting in overall call times.
Languages
English
Native or Bilingual
Timeline
Server
Wings Tap And Grill
06.2020 - 12.2023
Call Center Manager
HKL Health Supplies
12.2019 - Current
Associate of Arts - Customer Relations
Capilano University
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