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Saharsh Mittal
SG-Impressions- 58, Raj -Nagar Ext, Ghaziabad, UP-201001
PH: +9560937808

Career Objective
Seeking a challenging position with a dynamic organization, which will enable me to enhance my
experience along with my skills and have the opportunity to develop in-depth knowledge of the profession.

Academic Qualifications

2009-2011 MBA (Marketing) from Kurukshetra University with 67%

2005-2008 Bsc. Math’s (Hons) from Delhi University with 63%

2005 12th from CBSE (PCMB) with 81%

2003 10th from CBSE with 65%

Professional Synopsis
 Making it sure to achieve the highest CSAT scores in the current Centre of Operation.
 Making it sure that the team abides to the adherence of Quality parameters.
 Ensuring continuous interaction with the customer to make sure that area of concern can be worked
upon for improved service levels.
 An efficient communicator with leadership, organizational, team building, motivational and project
management skills.
 Ensuring CTQ closure: Productivity-Capacity Based Turn Around Time (TAT) through Time studies &
Capacity Planning and Accuracy Base-Lining.

Organizational Experience


Convergys India June 7/2013 – Till Team Leader Associated with Technical
Private Limited Date (Jan 2014-Till Date) Chat Process
(Gurgaon) (3 Years 6 months)

Max Bupa Health Insurance June 28/2011-Nov Senior Health Counselor Associated with sales and
(corporate office,Saket,New- 15/2012 (senior executive) in Tele distribution Of Health
Delhi) (17 Months) Sales channel Insurance Products of Max

I Energizer (Noida) Jan 12/2017- Till Senior Team Leader Associated with Chat
Date Process (Sprint- Ecare)

I -Energizer
 Determined the duties and responsibilities of individuals in a team.
 Awarded “R & R three times consecutively for Feburary,March and April 2017 as best supervisor in
team lead .
 Taking escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity.

Team Lead at Convergys
Provide team leadership and coaching
 Mentored and guided employees ensuring all were trained in product knowledge and capable of
performing assigned duties.
 Provided exceptional customer services with greeting and acknowledging all customers in a friendly,
professional manner.
 Demonstrated knowledge of company's mission, purpose, goals, and the ability to help employees
successfully achieve them.
 Assumed the criteria and responsibility of a team leader by creating more production in the department
to grow and exceed all sales, plans, and goals. Functioning as a central point of contact for reporting &
escalating system issues.
 Conducting training sessions to boost the technical and soft skills of the associates.
 Creating and maintaining motivating environment and motivates high performance amongst Team
members. Strive for team consensus and win-win agreements
 Assure that the team members have the necessary education and training to effectively participate on
the team
Focus the team on the tasks at hand or the internal and external customer requirements
 Coordinate with internal and external customers as necessary
 Initiate sub-groups or sub-teams as appropriate to resolve issues and perform tasks in parallel
 Ensure deliverables are prepared to satisfy the project requirements, cost and schedule
Communicate team status, task accomplishment, and direction
 Provide status reporting of team activities against the program plan or schedule
 Escalate issues which cannot be resolved by the team
 Serve as a focal point to communicate and resolve interface and integration issues with other teams.
Responsible for the supervision and operational activities with respect to staffing and production
 Developed and implemented strategies to maximize service levels by managing Staffing and schedule
 Actively practice and support company operating policies and procedures
 Prepared efficiency reports once per hour in order to monitor daily production variances
 Developed and implemented plans to prevent areas of inefficiency
 Provided additional training to members of my team

Achievements in Convergys
 Inspired each and every team member to perform and produce their best.
 Determined the duties and responsibilities of individuals in a team.
 Achieved Quality Plus Contributor (QPC) rating in first 6 months in December 2013 and received
increment in salary with Average rating for six months.
 Selected to Support batch as floor support (SME) and able to derive the best performance in
technical process (CHSI-Technical ) form batch with 74% as CSAT score for the entire team for
February and March 2014 .
 Awarded “R & R two times consecutively in Technical (CHSI) Process (April and May 2014) for
excellent performance in CSAT scores (Customer Centricity Scores)
 Promoted as Senior Customer Care Officer in July 2014 after completion of one year by qualifying the
desired rating in preview months (February March, April 2014).

 Achieved Key Contributor (KC/outstanding performer) rating for 5 months and Quality plus
Contributor (QPC) rating for 3 months in one year and qualified in 8 months for Performance incentive
 Promoted as Team Leader Intern in October 2014 Promoted as Team Leader in January 2015.

Max Bupa Health insurance

Responsibilities at Max Bupa Health insurance
 Managing Telesales team for Health Insurance process.
 Ensuring that all the team members achieve their targets with focusing on achieving highest Quality of
Call Closures by monitoring quality calls.
 Identification and implementation of process improvement opportunities.
 Successfully proven record in performance and growth by achieving targets including tracking of
issuance of medical policies .
 Successfully Proven record to retain 90% of customers by working for retain customer profile.
 Managed Issuance, Payment tracking and medical scheduling by coordination among different

 Trained On multiple line of business - Comcast User-ID-Non technical,, CHSI (Technical) and
Transitional Sales within the system.
 Effectively handled batches as Trainer /Leader to train team members on floor with respect to soft
skills and personality development.
 Trained on basic quality tools with guidelines and implementation of the same.

Key Strengths
 Believe in team work.
 Sincere and hard working person.
 Target oriented and dedicated.
 Optimistic Nature.

Computer Proficiency
Fair knowledge of MS-Office (MS-WORD, MS-EXCEL MS-POWERPOINT) and internet Operations.

Personal Information
Father’s Name: Mr. Ashok Kumar Mittal
Mother’s Name: Mrs.Seema Mittal
Date of Birth: December 01, 1987
Siblings: Brother in Merchant Navy and Sister working as Senior
Manager in MNC
Sex: Male
Interest: Listening Music (soft songs), Playing Cricket
Marital Status: Married
Languages known: English, Hindi


I hereby declare that the above given information are true and to the best of my knowledge.

Place: Saharsh Mittal