Hitesh Gulati
Toronto,Canada
Summary
Results-oriented call centre manager with a friendly demeanor and a proven track record of problem-solving and effective customer communication. With 7 years of experience, consistently increasing customer satisfaction levels and improving business performance through skillful complaint handling, analysis, and customer service strategy design. Dedication to creating positive customer impressions, building strong relationships, and ensuring customer loyalty to drive customer base growth.
Overview
10
10
years of professional experience
Work History
Call Centre Manager
Voysus
02.2019 - Current
- Monitor and analyze results/reports to assess performance and identify performance gaps at individual, team, and centre levels; develop and implement solutions to resolve gaps to ensure balanced Leader and agent performance
- Handled Talent acquisitions and hiring process including in class and on floor training
- Managed & provided support to 60 outbound sales representatives and 355 inbound representatives, ensuring all sales & service objectives were met
- Maintain high levels of performance for customer service metrics including call answer rate, call quality, customer service ratings and customer feedback
- Reporting and forecasting scenarios which can impact KPI’s
- Meeting floor supervisors to ensure variances are met to obtain results
- Strong hold on using Five9, Vocalcom, Hermes software’s
- Managing campaigns, ensure listings are updated, creating workflow for agents
- Overseeing daily production, implementing strategies, identifying trends and establishing workflow
- Overseeing agents, providing hands on support in real times, managing escalation calls
- Providing on call customer resolution and support
- Ensuring Calls meet Quality standards by doing quality assurance for 4-10 calls per day for agents.
Technical Sales Representative
Voysus
09.2017 - 01.2019
- Selling Heating, cooling and plumbing products to existing and potentially new customers
- Managing inbound calls, working on Reliance CMS, Citrix, Reliance Net, Onex and Microsoft outlook and Excel
- Setting B2B appointments and sending e-mails and schedule following up calls with clients
- Obtain clients information such as name, address, and payment method, and enter orders into computers
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Making quick notes and tracking client’s information during call discussions
- Handling customer complaints and queries regarding H/VAC products
- Booking service appointments as per customer requirements.
Customer Service Representative
iMarketing
10.2016 - 08.2017
- Contact businesses or private individuals by telephone to request donations for charitable causes
- Initiated outbound phone calls to clients for membership renewal and contributions
- Answered an average of 80 calls per day by addressing customer inquiries and customer resolutions
- Conduct client or market surveys to obtain information about potential customers
- Customer support and handling
Logistic and shipping Coordinator
Redington
02.2015 - 07.2015
- Managing the dispatch of finished products from different shipping points
- Handling high volume of client scheduling requirements and ensuring on-time deliveries
- Co-ordinating with sales and marketing team to meet client delivery deadlines and reduce variances
- Handling a fleet of 25 designated drivers, scheduling routes and time sensitive deliveries
- Following up with retail and service partners via phone and email to ensure seamless communication with relevant delivery updates.
Education
Marketing Management -
Centennial College
Toronto, Ontario01.2017
Market Research and Analysis -
Centennial College
Toronto, Ontario01.2016
Master of Business Administration -
Lovely Professional University
01.2015
Bachelor’s in commerce -
A Pee Jay College
Jalandhar, India01.2013
Skills
- Complaint Handling
- Call Center Management
- Sales Support
- Service Quality Assurance
Licensuresandcertifications
- LLQP licensed by financial services commission of Ontario.
- JHSC (Joint health and safety committee) certified.
Researchworkandprojects
- Capstone project on e-commerce, online shopping habits of people. The way ecommerce is changing the patterns of purchase and customer behaviour.
- Sales project of consumer products. Personal selling and target-based project to generate sales within specific time frame.
Summaryofqualification
- Extensive customer service experience
- Strong communication skills
- Flexibility in working hours.
- Experience in logistics and distribution
- Leadership and team handling skills
- Experience in meeting deadlines
- SAP trained.
- Handling high volume orders.
Timeline
Call Centre Manager
Voysus
02.2019 - Current
Technical Sales Representative
Voysus
09.2017 - 01.2019
Customer Service Representative
iMarketing
10.2016 - 08.2017
Logistic and shipping Coordinator
Redington
02.2015 - 07.2015
Marketing Management -
Centennial College
Market Research and Analysis -
Centennial College
Master of Business Administration -
Lovely Professional University
Bachelor’s in commerce -
A Pee Jay College
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