Nishant Chopra
Manager, Customer Success at Netsmartz- Claim this Profile
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Bio
Seema Sharma
Nishant is Dedicated and result oriented and productive for the Company.
Seema Sharma
Nishant is Dedicated and result oriented and productive for the Company.
Seema Sharma
Nishant is Dedicated and result oriented and productive for the Company.
Seema Sharma
Nishant is Dedicated and result oriented and productive for the Company.
Credentials
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Management Fundamentals & Management in Perspective
Mind Leaders e-learningcenterNov, 2012- Nov, 2024 -
Social Media & Communication
Dell International Services
Experience
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Netsmartz
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Manager, Customer Success
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May 2022 - Present
Sustaining business growth and profitability by maximizing value. Analysing customer data to improve customer experience. Assist customers with setting up the solution and give demo. Promote the value of the product. Review customer complaints and concerns and seek to improve the customer experience. Assist HR with recruiting when necessary. Provide trainings to new Hires about the solution & do performance evaluation. Assist customers in Data migration. Sustaining business growth and profitability by maximizing value. Analysing customer data to improve customer experience. Assist customers with setting up the solution and give demo. Promote the value of the product. Review customer complaints and concerns and seek to improve the customer experience. Assist HR with recruiting when necessary. Provide trainings to new Hires about the solution & do performance evaluation. Assist customers in Data migration.
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Elquench India Pvt Ltd.
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Chandigarh, India
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Operations Manager
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Aug 2021 - Apr 2022
Make important policy, planning, and strategy decisions. Develop, implement, and review operational policies and procedures. Assist HR with recruiting when necessary. Help promote a company culture that encourages top performance and high morale. Oversee budgeting, reporting, planning, and auditing. Identify and address problems and opportunities for the company. Maintaining SL at all intervals in a 24*7 service window. Identifying scope of improvement & share feedback with… Show more Make important policy, planning, and strategy decisions. Develop, implement, and review operational policies and procedures. Assist HR with recruiting when necessary. Help promote a company culture that encourages top performance and high morale. Oversee budgeting, reporting, planning, and auditing. Identify and address problems and opportunities for the company. Maintaining SL at all intervals in a 24*7 service window. Identifying scope of improvement & share feedback with the development team for timely up gradation. Revenue generation & controlling refunds/Chargebacks. Roster Planning & attrition. Show less Make important policy, planning, and strategy decisions. Develop, implement, and review operational policies and procedures. Assist HR with recruiting when necessary. Help promote a company culture that encourages top performance and high morale. Oversee budgeting, reporting, planning, and auditing. Identify and address problems and opportunities for the company. Maintaining SL at all intervals in a 24*7 service window. Identifying scope of improvement & share feedback with… Show more Make important policy, planning, and strategy decisions. Develop, implement, and review operational policies and procedures. Assist HR with recruiting when necessary. Help promote a company culture that encourages top performance and high morale. Oversee budgeting, reporting, planning, and auditing. Identify and address problems and opportunities for the company. Maintaining SL at all intervals in a 24*7 service window. Identifying scope of improvement & share feedback with the development team for timely up gradation. Revenue generation & controlling refunds/Chargebacks. Roster Planning & attrition. Show less
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UCH Logistics India
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India
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Transportation, Logistics, Supply Chain and Storage
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1 - 100 Employee
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Customer Service Manager
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Aug 2017 - Aug 2021
UCH Logistics is a UK based logistics company which has their own warehouses in UK and started there back end operations in India 5 years back supporting customer service, data entry, ERTS & Freight bookings. Handled all the verticals of customer service and data entry in the logistics process. • Provide inspired leadership for the organization. • Make important policy, planning, and strategy decisions. • Develop, implement and review operational policies and procedures. •… Show more UCH Logistics is a UK based logistics company which has their own warehouses in UK and started there back end operations in India 5 years back supporting customer service, data entry, ERTS & Freight bookings. Handled all the verticals of customer service and data entry in the logistics process. • Provide inspired leadership for the organization. • Make important policy, planning, and strategy decisions. • Develop, implement and review operational policies and procedures. • Assist HR with recruiting when necessary. • Help promote a company culture that encourages top performance and high morale. • Oversee, reporting, planning, and auditing. • Work with senior stakeholders. • Ensure all legal and regulatory documents are filed and monitor compliance With laws and regulations. • Identify and address problems and opportunities for the company. • Support worker communication with the management team. Key Skills : • Act as - focal point- for escalated issues • Lead in performance improvement engagements and strategic customer interfaces with top revenue customers • Drive issue prevention & resolution for key and strategic customers • Identify and develop potential, sustainable customer relationships Show less UCH Logistics is a UK based logistics company which has their own warehouses in UK and started there back end operations in India 5 years back supporting customer service, data entry, ERTS & Freight bookings. Handled all the verticals of customer service and data entry in the logistics process. • Provide inspired leadership for the organization. • Make important policy, planning, and strategy decisions. • Develop, implement and review operational policies and procedures. •… Show more UCH Logistics is a UK based logistics company which has their own warehouses in UK and started there back end operations in India 5 years back supporting customer service, data entry, ERTS & Freight bookings. Handled all the verticals of customer service and data entry in the logistics process. • Provide inspired leadership for the organization. • Make important policy, planning, and strategy decisions. • Develop, implement and review operational policies and procedures. • Assist HR with recruiting when necessary. • Help promote a company culture that encourages top performance and high morale. • Oversee, reporting, planning, and auditing. • Work with senior stakeholders. • Ensure all legal and regulatory documents are filed and monitor compliance With laws and regulations. • Identify and address problems and opportunities for the company. • Support worker communication with the management team. Key Skills : • Act as - focal point- for escalated issues • Lead in performance improvement engagements and strategic customer interfaces with top revenue customers • Drive issue prevention & resolution for key and strategic customers • Identify and develop potential, sustainable customer relationships Show less
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Concentrix
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Assistant Manager (Process Jet Airways)
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Sep 2016 - Aug 2017
Currently Handling Team of 400 members, Taking care of the day to day activities. Ensuring that proper call procedure are followed, Ensuring that confidentiality of customer information is maintained Implementation of new working procedures in the operation process Addressing the executives and team leaders about changes in a certain process Checking that call quality is maintained Making arrangements for training of new joiners and also of existing staff Meeting with the… Show more Currently Handling Team of 400 members, Taking care of the day to day activities. Ensuring that proper call procedure are followed, Ensuring that confidentiality of customer information is maintained Implementation of new working procedures in the operation process Addressing the executives and team leaders about changes in a certain process Checking that call quality is maintained Making arrangements for training of new joiners and also of existing staff Meeting with the clients in order to understand their needs Coaching and motivating staff Attending to the issues of the staff and trying to find a solution Reviewing the performance of the staff Key Skills: *Problem solving skills. * Motivating in nature. * Excellent telephonic skills * Training skills Good knowledge about customer satisfaction Impressive communication and interpersonal skills. Duties and Responsibilities: • Managing a team of call center representatives directly and directing their activities for the achievement of call center targets and goals. • Managing the overall performance analysis of existing lists and programs. Developing and supervising a team of representatives and preparing their performance reports. • Developing new lead targeting schemes, and scripting for the optimization of existing programs. Monitoring team performance to ensure that the call center goals are met and supporting call center quality and training efforts. • Measuring and demonstrating the group productivity as well as the individual’s reports related to customer outcomes. • Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes. • Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes. Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team. Show less Currently Handling Team of 400 members, Taking care of the day to day activities. Ensuring that proper call procedure are followed, Ensuring that confidentiality of customer information is maintained Implementation of new working procedures in the operation process Addressing the executives and team leaders about changes in a certain process Checking that call quality is maintained Making arrangements for training of new joiners and also of existing staff Meeting with the… Show more Currently Handling Team of 400 members, Taking care of the day to day activities. Ensuring that proper call procedure are followed, Ensuring that confidentiality of customer information is maintained Implementation of new working procedures in the operation process Addressing the executives and team leaders about changes in a certain process Checking that call quality is maintained Making arrangements for training of new joiners and also of existing staff Meeting with the clients in order to understand their needs Coaching and motivating staff Attending to the issues of the staff and trying to find a solution Reviewing the performance of the staff Key Skills: *Problem solving skills. * Motivating in nature. * Excellent telephonic skills * Training skills Good knowledge about customer satisfaction Impressive communication and interpersonal skills. Duties and Responsibilities: • Managing a team of call center representatives directly and directing their activities for the achievement of call center targets and goals. • Managing the overall performance analysis of existing lists and programs. Developing and supervising a team of representatives and preparing their performance reports. • Developing new lead targeting schemes, and scripting for the optimization of existing programs. Monitoring team performance to ensure that the call center goals are met and supporting call center quality and training efforts. • Measuring and demonstrating the group productivity as well as the individual’s reports related to customer outcomes. • Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes. • Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes. Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team. Show less
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Self-Employed Contractor
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Business Consulting and Services
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700 & Above Employee
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Self Employed
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Apr 2013 - Sep 2016
• Responsible for building presentation decks and paper-work involved in deal closures. • Interacting and exploring the possible opportunity of recruitment in defined territory. • Responsible for revenue and margins • Developing & Managing Partners in new region & generating business through partners. • Maintain relationship with existing accounts and explore opportunities of introducing new models. • Managing the sales team & end to end client relationship including pitching… Show more • Responsible for building presentation decks and paper-work involved in deal closures. • Interacting and exploring the possible opportunity of recruitment in defined territory. • Responsible for revenue and margins • Developing & Managing Partners in new region & generating business through partners. • Maintain relationship with existing accounts and explore opportunities of introducing new models. • Managing the sales team & end to end client relationship including pitching, negotiation. • Ensure lining up of candidates for interviews scheduled by Employers. • Managing Alumni Relationship and database • Maintain, Manage, Segregate & map existing available pool of candidates against particular job/ profile. • Meet and exceed aggressive monthly KPIs and market growth targets. • Maintaining records of profiles and candidates placed. • Key Accounts Management & Acquisition of new accounts. • Developing New Strategies & competitor Analysis. Show less • Responsible for building presentation decks and paper-work involved in deal closures. • Interacting and exploring the possible opportunity of recruitment in defined territory. • Responsible for revenue and margins • Developing & Managing Partners in new region & generating business through partners. • Maintain relationship with existing accounts and explore opportunities of introducing new models. • Managing the sales team & end to end client relationship including pitching… Show more • Responsible for building presentation decks and paper-work involved in deal closures. • Interacting and exploring the possible opportunity of recruitment in defined territory. • Responsible for revenue and margins • Developing & Managing Partners in new region & generating business through partners. • Maintain relationship with existing accounts and explore opportunities of introducing new models. • Managing the sales team & end to end client relationship including pitching, negotiation. • Ensure lining up of candidates for interviews scheduled by Employers. • Managing Alumni Relationship and database • Maintain, Manage, Segregate & map existing available pool of candidates against particular job/ profile. • Meet and exceed aggressive monthly KPIs and market growth targets. • Maintaining records of profiles and candidates placed. • Key Accounts Management & Acquisition of new accounts. • Developing New Strategies & competitor Analysis. Show less
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SalesPortal India Pvt. Ltd.
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India
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Information Technology & Services
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Corporate Sales Manager
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Sep 2012 - Jan 2013
1. Brand development, advertising revenue. 2. Developing brand strategy and statistics systems. 3. Strategic Consulting, including business plan & sales strategy development. 4. Generated new development deals for the company, search for new marketers & maintain the account of the existing ones. 5. Providing need based training to the call center executives on how to position & pitch for the marketers product/services. 6. Tracking their performance & maintaining their account to… Show more 1. Brand development, advertising revenue. 2. Developing brand strategy and statistics systems. 3. Strategic Consulting, including business plan & sales strategy development. 4. Generated new development deals for the company, search for new marketers & maintain the account of the existing ones. 5. Providing need based training to the call center executives on how to position & pitch for the marketers product/services. 6. Tracking their performance & maintaining their account to gauge performance. 7. Presenting the detailed performance report of the call center agents & the marketers & track the revenue generation during the process with the Senior Management team. Show less 1. Brand development, advertising revenue. 2. Developing brand strategy and statistics systems. 3. Strategic Consulting, including business plan & sales strategy development. 4. Generated new development deals for the company, search for new marketers & maintain the account of the existing ones. 5. Providing need based training to the call center executives on how to position & pitch for the marketers product/services. 6. Tracking their performance & maintaining their account to… Show more 1. Brand development, advertising revenue. 2. Developing brand strategy and statistics systems. 3. Strategic Consulting, including business plan & sales strategy development. 4. Generated new development deals for the company, search for new marketers & maintain the account of the existing ones. 5. Providing need based training to the call center executives on how to position & pitch for the marketers product/services. 6. Tracking their performance & maintaining their account to gauge performance. 7. Presenting the detailed performance report of the call center agents & the marketers & track the revenue generation during the process with the Senior Management team. Show less
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Dell Technologies
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Team Manager
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Feb 2005 - Sep 2012
1. Team Manager with an experience of successfully coordinating the activities of various departments concerned with the Productivity, Hygiene, Attrition & revenue Generation. 2. Develop an effective change strategy and training needs analysis. 3. Responsible for assisting change management specialist in generating strategies that leads to the successful implementation of change initiatives in the organization. 4. Having proven people management skills, with the ability to manage… Show more 1. Team Manager with an experience of successfully coordinating the activities of various departments concerned with the Productivity, Hygiene, Attrition & revenue Generation. 2. Develop an effective change strategy and training needs analysis. 3. Responsible for assisting change management specialist in generating strategies that leads to the successful implementation of change initiatives in the organization. 4. Having proven people management skills, with the ability to manage performance and motivate staff on an individual and team level. 5. Effectively managed business operations functions of over 25 employee base. 6. Responsible for the sales process from initial point of contact (lead generation), lead distribution, reporting, performance management. 7. To handle a team of 25 sales professionals to achieve the target of the team. 8. To encourage and promote team building spirit and helping them achieve their objectives 9. Motivating team members and improving team quality, revenue and productivity. 10. Expertise in devising strategies aimed at enhancing overall organizational growth, sustained profitability of operations and improved business performance. Show less 1. Team Manager with an experience of successfully coordinating the activities of various departments concerned with the Productivity, Hygiene, Attrition & revenue Generation. 2. Develop an effective change strategy and training needs analysis. 3. Responsible for assisting change management specialist in generating strategies that leads to the successful implementation of change initiatives in the organization. 4. Having proven people management skills, with the ability to manage… Show more 1. Team Manager with an experience of successfully coordinating the activities of various departments concerned with the Productivity, Hygiene, Attrition & revenue Generation. 2. Develop an effective change strategy and training needs analysis. 3. Responsible for assisting change management specialist in generating strategies that leads to the successful implementation of change initiatives in the organization. 4. Having proven people management skills, with the ability to manage performance and motivate staff on an individual and team level. 5. Effectively managed business operations functions of over 25 employee base. 6. Responsible for the sales process from initial point of contact (lead generation), lead distribution, reporting, performance management. 7. To handle a team of 25 sales professionals to achieve the target of the team. 8. To encourage and promote team building spirit and helping them achieve their objectives 9. Motivating team members and improving team quality, revenue and productivity. 10. Expertise in devising strategies aimed at enhancing overall organizational growth, sustained profitability of operations and improved business performance. Show less
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Vodafone
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United Kingdom
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Telecommunications
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700 & Above Employee
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Team Lead
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Apr 2004 - Feb 2005
1. 100% Error free and timely reporting 2. 100% of the scheduled interviews conducted with complete adherence 3. Conduct Training Need Analysis for the floor, on the basis of VOC. 4. Co-ordinate with Stakeholders (Business & CCO) to plan and execute Floor Trainings. 5. Conduct Hiring, Business and Training calibration sessions. 6. Assist the Sr. Manager Training in Trainer Alignment, as per the requirement and availability. 7. Coach and Mentor New Trainers. 8. Plan… Show more 1. 100% Error free and timely reporting 2. 100% of the scheduled interviews conducted with complete adherence 3. Conduct Training Need Analysis for the floor, on the basis of VOC. 4. Co-ordinate with Stakeholders (Business & CCO) to plan and execute Floor Trainings. 5. Conduct Hiring, Business and Training calibration sessions. 6. Assist the Sr. Manager Training in Trainer Alignment, as per the requirement and availability. 7. Coach and Mentor New Trainers. 8. Plan, prepare and adhere to Trainee Engagement activities, as per the Training Budget along with the Employee Relationship Manager. 9. Worked on creating content for new launches of LOBs – and giving feedback on various models tested for training – floor training, New Hire Training (NHT) 1. Deliver training and development programs based on both the organization’s and the individual's needs. 2. 90% of the trainees to clear the final certification. 3. Responsible for the CE Scores for 4 to 6 weeks. 4. Employee retention during training. 5. Provide suggestions for Business improvement. Vitality Training (On Floor) 1. 10% improvement on Customer Experience scores. 2. 100% Committed and need based training met. 3. 100% Error free reporting. 4. Content Development. Hiring 1. 90% Correlation between the people hired and the people clearing the final certification 2. 100% Error free and timely reporting 3. 100% of the scheduled interviews conducted with complete adherence Show less 1. 100% Error free and timely reporting 2. 100% of the scheduled interviews conducted with complete adherence 3. Conduct Training Need Analysis for the floor, on the basis of VOC. 4. Co-ordinate with Stakeholders (Business & CCO) to plan and execute Floor Trainings. 5. Conduct Hiring, Business and Training calibration sessions. 6. Assist the Sr. Manager Training in Trainer Alignment, as per the requirement and availability. 7. Coach and Mentor New Trainers. 8. Plan… Show more 1. 100% Error free and timely reporting 2. 100% of the scheduled interviews conducted with complete adherence 3. Conduct Training Need Analysis for the floor, on the basis of VOC. 4. Co-ordinate with Stakeholders (Business & CCO) to plan and execute Floor Trainings. 5. Conduct Hiring, Business and Training calibration sessions. 6. Assist the Sr. Manager Training in Trainer Alignment, as per the requirement and availability. 7. Coach and Mentor New Trainers. 8. Plan, prepare and adhere to Trainee Engagement activities, as per the Training Budget along with the Employee Relationship Manager. 9. Worked on creating content for new launches of LOBs – and giving feedback on various models tested for training – floor training, New Hire Training (NHT) 1. Deliver training and development programs based on both the organization’s and the individual's needs. 2. 90% of the trainees to clear the final certification. 3. Responsible for the CE Scores for 4 to 6 weeks. 4. Employee retention during training. 5. Provide suggestions for Business improvement. Vitality Training (On Floor) 1. 10% improvement on Customer Experience scores. 2. 100% Committed and need based training met. 3. 100% Error free reporting. 4. Content Development. Hiring 1. 90% Correlation between the people hired and the people clearing the final certification 2. 100% Error free and timely reporting 3. 100% of the scheduled interviews conducted with complete adherence Show less
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Excel Callnet
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India
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Outsourcing/Offshoring
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1 - 100 Employee
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Team Manager
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Jan 2002 - Apr 2004
1. Introducing training programs that enhanced employee performance.& helped build a motivated team force. 2. Front end Supervision 3. Managing team of 16 to enhance Sales 4. Team building & Training 1. Introducing training programs that enhanced employee performance.& helped build a motivated team force. 2. Front end Supervision 3. Managing team of 16 to enhance Sales 4. Team building & Training
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Education
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2008 - 2010
Symbiosis institute of Management Studies
PGDBA, Marketing/Marketing Management, General -
2000 - 2002
Aptech Computer Education
Diploma, System Management (Aptech Computer Education) -
1998 - 2001
DAV College (Punjab University
Bachelor Of Arts, Economics
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