Prateek Kapoor

Customer Service Team Lead @Ntt Business Process Outsourcing

Ottawa, ON, CA

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 performancefeedback 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 andto identify issues. Ensures CSR awareness of service levels.• Reviews departmental and individual performance reports on a daily basis to identify trends andissues requiring action or investigation. Delivers measurable and sustainable results bycontributing to continuous improvement initiatives.• Attends leadership meetings and conducts team meetings regularly to ensure commonunderstanding 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 toensure customer and departmental interests are represented.• Leads departmental initiatives as required, e.g, Outbound campaigns, recognition programs,issue tracking.

National Institute of Agricultural Extension Management (MANAGE)

Master of Business Administration (M.B.A.)

Koormanchal Academy

Class XII

Koormanchal Academy

I.S.C; Class X

G. B. Pant University Of Agriculture & Technology

Bachelor of Applied Science (B.A.Sc.)