Shekhar Nain
Bayan Lepas,PULAU PINANG
Summary
Total 4.5 years of experience in Customer services and Content moderation. Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Operations Supervisor
Teleperformance Malaysia
11.2023 - Current
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Managed internal operational standards and productivity targets.
- Motivated and trained employees to maximize team productivity.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
- Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for business unit
Customer Service Representative
Teleperformance Malaysia
01.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Content Moderator
Teleperformance Malaysia
12.2019 - 01.2022
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Upheld brand reputation by promptly addressing any copyright infringement complaints lodged against the platform''s user-generated content.
- Supported user satisfaction through prompt resolution of reported concerns regarding offensive or inappropriate material.
- Maximized operational efficiency within the moderation team via regular refinement of workflows and task distribution strategies based on performance analytics insights acquired over time.
Education
Master of Computer Applications - Information Technology
Gju University
Hisar, Haryana07.2022
B.Sc. -
D. A. V. College
Chandigarh01.2016
12th -
Delhi Public School
Hisar, Haryana01.2013
SSC -
I. D. D. A. V. Public School
Hisar, Haryana01.2011
Skills
- Great learning passion for new technologies and eager to work in challenging environment to improve my skills
- Able to perform multiple tasks in a fast-paced, team environment
- Able to organize and prioritize work flow to meet the deadlines
- Good at interaction with team-members at all levels from manager to client
- Positive attitude and good interpersonal skills
- Adaptability towards new analytical & training skills
- Customer relationship development
- Operations Management
- Customer Relationship Management
- Teamwork and Collaboration
- Organizational Skills
- Coaching and Mentoring
- Administration and Operations
Certification
Successfully completed the Supervisor Training for leadership on 02/24/2021
Personal Information
- Passport Number: T3387869
- Date of Birth: 11/01/1997
- Gender: Male
- Nationality: Indian
- Marital Status: Unmarried
Roles And Responsibilities
- Manual testing experience on major social media channels, including Facebook, Instagram, Twitter etc.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies
- Communicating with customers through various channels.
Hobbies and Interests
- Cricket
- Mobiles
- Music
- TV-Series
Skillsets
- Operating System: Windows 11, 10, 8, 7, Vista, XP and Linux (Ubuntu)
- Technical Skills: Python (Entry level)
- Web Technologies: HTML, CSS (Entry level)
- Social Media test platforms: Facebook, Instagram, Youtube and WhatsApp
- ID/Tools: Idle, CRM and Knowledge base
Projects
Media Operations, Content Moderator, 12/01/2019 - 01/01/2022, Online content verification tool, Best Agent with 99% Quality score overall, Content moderation for multiple social media platforms like Facebook, Instagram, Twitter etc. Commerce Technical support, Customer Service Representative, 01/01/2022 - Present, Knowledge Base tool, Ticketing System, Internal communication software, Top performer for Q3 and Q4 with high resolution rate, Customer support for e-commerce websites for different platforms.
Hometown
Hisar, Haryana
Disclaimer
I hereby solemnly declare that all the above-furnished details are correct to the best of my knowledge.
Languages
Hindi, English
Native language
Hindi
Proficient
C2
English
Advanced
C1
Timeline
Operations Supervisor
Teleperformance Malaysia
11.2023 - Current
Customer Service Representative
Teleperformance Malaysia
01.2022
Content Moderator
Teleperformance Malaysia
12.2019 - 01.2022
Master of Computer Applications - Information Technology
Gju University
B.Sc. -
D. A. V. College
12th -
Delhi Public School
SSC -
I. D. D. A. V. Public School
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