Prateek Kapoor
Customer Service Team Lead at NTT Business Process Outsourcing- Claim this Profile
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English Native or bilingual proficiency
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Hindi Native or bilingual proficiency
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German Elementary proficiency
Topline Score
Bio
Credentials
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Tax Consultant
H&R BlockDec, 2021- Nov, 2024 -
Insurance Agent, Accident, Health, Life, Variable Life & Variable Annuities
Financial Services Regulatory Authority of Ontario (FSRA)Aug, 2021- Nov, 2024
Experience
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NTT Business Process Outsourcing
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Canada
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Outsourcing and Offshoring Consulting
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100 - 200 Employee
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Customer Service Team Lead
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Aug 2021 - Present
Responsible for meeting or exceeding client goals for quality and performance for assigned programs. This includes positively motivating Customer Service Representatives, monitoring program objectives, providing on-the-job training, creating a team/positive atmosphere, developing overall contact skills and program troubleshooting. Also, responsible for the administrative management of assigned Customer Services Representatives, including weekly one-on-ones, 90-day and annual reviews, and completing assigned reports and feedback. Responsibilities: Coaches CSRs through one on ones and side by sides on a monthly basis to provide performance feedback and develop action plan to meet all performance targets and remove barriers. Supports the individual CSRs in developing their own career path. • Provides ongoing floor support daily to CSRs to assist with product and process knowledge and to identify issues. Ensures CSR awareness of service levels. • Reviews departmental and individual performance reports on a daily basis to identify trends and issues requiring action or investigation. Delivers measurable and sustainable results by contributing to continuous improvement initiatives. • Attends leadership meetings and conducts team meetings regularly to ensure common understanding of issues and to provide consistency of action. • Performs quality listening on CSR calls daily to assess both customer experience and CSR performance, as well as to identify customer irritants and trends. Attends consistency meetings to ensure consistency in quality listening across the unit. • Represents Call Centre team, as required, at inter departmental meetings or on projects to ensure customer and departmental interests are represented. • Leads departmental initiatives as required, e.g., Outbound campaigns, recognition programs, issue tracking. Show less
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H&R Block
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United States
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Retail
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700 & Above Employee
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Tax Specialist
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Jan 2022 - May 2022
Tax season for individual closed on May 2nd, 2022 Tax season for individual closed on May 2nd, 2022
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Millennium 1 Solutions
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Canada
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Outsourcing/Offshoring
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200 - 300 Employee
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Customer Service Specialist
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Oct 2019 - Jul 2021
Executive resolutions & CSR Support team- Loblaw e commerce • Responsible for handling and resolving escalated cases for Loblaw e commerce • Monitoring call drivers, errors and daily issue and highlighting to Shoppers Drug Mart for resolution • Supporting the Voice call agents on customer query resolution while utilizing the tools and resources available to be best possible extent. • Responsible to attend and resolve to the customers enquiries and complaints received via electronic media like emails, surveys, social media, and other means as per the requirements of the project. • Responding to escalated calls as and when required, deescalating situation, and resolving the concern to customer satisfaction strictly adhering to resolution guidelines. • Learning and coaching with team and reaching out to team leads seeking best resolution for adverse situations. • Continuously learning new service resolution mechanisms and improvising on the existing ones Show less
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mjunction services ltd
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India
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IT Services and IT Consulting
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700 & Above Employee
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Account Manager Team Lead
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Jun 2017 - Aug 2019
• Understanding business requirement for clients and identifying cross and upselling opportunities while supporting the team members in account and individual growth. • Assisting team in achieving the AOP (Annual Operating Plan) for respective accounts by imparting on job training and regular coaching explaining current and upcoming products and services. • Organizing biweekly meetings with team to identify market trends and issue requiring actions. Developing action plans for sustainable results to improve the overall operating performance of the team. • Attending client meetings with team to access client experience and Account Manager performance, while identifying key opportunities and concerns for phased and planned resolution. • Negotiating service contracts and charges with clients while also deescalating situations as and when required with clients and customers as and when required and following proper escalation procedure as and when required. • Achieved sales goals for all business periods. • Key clients include- FCI (Food Corporation of India), Himanchal Pradesh Forest Corporation, Tea Board of India, MMTC (Metals and Minerals Trading Corporation of India) etc. Show less
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NCDEX e Markets Ltd.
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India
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IT Services and IT Consulting
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200 - 300 Employee
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Deputy Manager
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Oct 2016 - May 2017
Key Account manager for assisting Indian Army for Purchase of Dry Ration.Assisting NAFED towards Sale of Sunflower Seed and CopraAssisting Punjab Agro towards Sale of Organic WheatProcess definition and MIS
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Assistant Manager
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Apr 2013 - Sep 2016
Sales and Business Development activites for State & Central AgenciesProcurement and Sale of Agri products for Nodal AgenciesSale of Dairy products and Purchase of Cattle feed in Collaboration with NCDFIMandi Modernisation Projects in North and West IndiaProcess Definition & MIS
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Education
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2011 - 2013
National Institute of Agricultural Extension Management (MANAGE)
Master of Business Administration (M.B.A.), Agri-Business -
2007 - 2011
G. B. Pant University Of Agriculture & Technology
Bachelor of Applied Science (B.A.Sc.), AGRICULTURE -
2004 - 2006
Koormanchal Academy
Class XII, Science -
1992 - 2004
Koormanchal Academy
I.S.C; Class X, Science
Community
