Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Mayank Dubey

Mississauga,ON

Summary

I am experienced sales representative and quality analyst bringing 15 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor

Capgemini M7 Office
07.2010 - 08.2023
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Monitored call center data to assess trends, proactively implementing solutions for identified issues.
  • Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.

Sales Associate

HSBC Card Services
12.2008 - 12.2010
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
  • Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
  • Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
  • Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.

Education

Master of Science - Computer And Information Systems

Modern School of Art Science & Commerce
Pune India
12.2008

Bachelor of Science - Computer And Information Systems

Mahatma Gandhi Chitrakoot Gramodaya University
Satna Madhya Pradesh India
12.2003

Skills

  • Work Prioritization
  • Delegating Work
  • Policy Enforcement
  • Decision-Making
  • Performance Evaluation
  • One Call Resolution
  • Complaint Resolution
  • Leading Team Meetings
  • Problem-Solving
  • Issue Resolution
  • Team Building and Leadership
  • Performance Evaluations
  • Proficient in [Software]
  • QA
  • Time Tracking
  • Training and Mentoring
  • MS Office
  • Quality Assurance
  • Customer Relationship Management (CRM)
  • New Hire Training
  • Conflict Resolution
  • Project Management
  • Team Leadership
  • Decision Making
  • Office Management

Languages

English
Professional Working
Hindi
Native or Bilingual
Marathi
Professional Working

Certification

Lean Six Sigma Certified

Connected Manager Certified

Trained in Automation Tool

MS-Office Expert


Timeline

Customer Service Supervisor

Capgemini M7 Office
07.2010 - 08.2023

Sales Associate

HSBC Card Services
12.2008 - 12.2010

Master of Science - Computer And Information Systems

Modern School of Art Science & Commerce

Bachelor of Science - Computer And Information Systems

Mahatma Gandhi Chitrakoot Gramodaya University

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Mayank Dubey