Raginder Singh Bainsal

Raginder Singh Bainsal Operations Manager TeleTech CMC- |-| B57 L49 Maricudo St. Lagro Subdivision, Novaliches Q.C, 1118, Quezon City, National Capital Region, Philippines Experience Jun 2014 – March 2017 Operations Manager TeleTech CMC Industry Specialization Account Call Center / IT-Enabled Services / BPO Customer Service / Sales / Retention Verizon Sales and Service (US Telecom) Responsibilities -Maintains and improves operations by monitoring cluster performance (Revenue per call, FCR, Products Returns, Lead Conversion and CSAT) ; identifying and resolving problems; preparing and completing action plans; completing coaching and security compliance audits and defect analysis. -Assist Training, QA and Workforce in executing client requirements and expectations. -Act as site Sales Champion and leads on planning and execution of sales strategies to achieve monthly targets. -Directly communicate with the clients to handle operational updates, business reviews and escalations. -Conducts monthly performance reviews of team leads though validation on team level performance and initiation of performance management plans. -Performs weekly triad coaching to check on team performance and coaching effectiveness. -Create career enhancement plans for team leads on leadership and professional growth. Certification/Recognition 1. Best Operations Manager/Employee of the Year – Nov 2015 – Teletech Recognition Program 2. Teletech Leadership Institute (Manager 101) – Oct 2014 3. LEAN Six Sigma Certification – Nov 2014 Nov 2010 - Jun 2014 Team Leader Teletech CMC Industry Specialization Accounts Call Center / IT-Enabled Services / BPO Technical Support / Customer Service / Sales Verizon High Speed Internet (US Telecom) AAPT / iiNET Billing and Sales (AUS Telecom) Responsibilities -Motivating and inspiring the team to surpass their potential. -Improving the team and facilitating the communication among the members of team. -Exceeding and meeting departmental objectives, including conversion targets, and lead generation. -Creating sense of ownership within the employees and resolving employee issues, if any. -Encouraging, supporting, and motivating actively one’s peer team. -Looking constantly for development as well as continuous improvement for the entire team. -Monitoring, organizing, and coaching team on a day-to-day basis. -Communicating the company’s purpose, core values, vision to the front employees. -Ensuring that the employees follow their schedules properly as designed. -Striving for new ways continually, to increase the opportunities of sales. -Handling escalated calls, complaints, questions, and queries as necessary. -Facilitating cross-functional communication within employees for improved working condition. -Creating a positive work environment for all the call center’s employees. -Carrying out team meetings and actively participating in the monthly and weekly meetings. -Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets. Certification/Recognition 1. Teletech Leadership Institute (Team Lead 101) February-. Teletech Leadership Institute (Team Lead 201) - Oct-. Best Team Leader - (Highest Team NPS Jan 2011-Jun 2011) Jul 2007 - Nov 2010 Customer Care Representative TeleTech CMC Industry Specialization Accounts Call Center / IT-Enabled Services / BPO Sales / Customer Service AAPT / iiNET (AUS Telecom) HSBC (US Financial) Responsibilities -Answer phone calls and respond to customer requests. -Sell product and place customer orders in computer system. -Provide customers with product and service information. -Upsell products and services. -Transfer customer calls to appropriate staff. -Identify, research, and resolve customer issues using the computer system. -Follow-up on customer inquiries not immediately resolved. -Complete call logs and reports. -Research billing issues. -Research misapplied payments. -Recognize, document and alert the supervisor of trends in customer calls. -Recommend process improvements. Certification/Recognition 1. Best Agent in Sales 2010 (Highest Sales in Broadband, Home Phone and Mobile plans-AAPT Australia) 2. Best Agent in Sales 2008(Most Number in Add-on Service for Credit Cards-HSBC USA) Education- Capitol Medical Center Colleges – Graduate (Registered Nurse) Bachelor's/College Degree in Nursing | Philippines About Me Gender Age Telephone Number Cellphone Number Address Male 33 - B57 L49 Maricudo St. Lagro Subdivision, Novaliches Q.C, 1118, Quezon City, National Capital Region, Philippines