Raj Naskar
Team Executive
- Role
- Executive Team Lead at Firstsource
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Raj Naskar
Results-driven professional with over 3 years of progressive experience in team…
Experience
Executive Team Lead
Jul 2023 — Present · Hyderabad, IN
Led a team of 15+ customer service executives supporting global educational assessments.• Ensured consistent adherence to KPIs, SLAs, and test organization policies.• Monitored chat and email interactions in CRM to ensure SLA compliance, proper tagging, and accurate documentation. • Created Excel reports to track volume, agent productivity, and identify trends for performance improvement.• Created a centralized MS Form to streamline issue reporting to the IT team, reducing turnaround time and increasing transparency.• Conducted 5 weekly call audits per team member and implemented RAG analysis to track and improve quality performance.• Designed and delivered training modules to address knowledge gaps and boost team performance.• Conducted 1:1s, performance reviews, and mentoring to foster continuous development.• Analyzed service metrics and customer feedback to recommend process improvements.• Coordinated technical support efforts, assisting both team members and customers in resolving software, account, and platform-related concerns efficiently.• Regularly reviewed and coached team members on customer engagement, empathy, communication etiquette, and process adherence to drive continuous improvement.• Collaborated with cross-functional teams, including QA and training departments, to identify knowledge gaps and deliver targeted upskilling sessions and refresher trainings.• Analyzed customer feedback and service metrics to identify trends, recommend operational improvements, and support data-driven decision-making.• Played a key role in mentoring new team members, contributing to a culture of learning and service excellence.
Education
R.G. Kedia College Of Commerce
Master of Computer Applications - MCA
2024
Noble Degree College
Bachelor of Commerce - BCom
2021 — 2024
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