Was working as a Team Coach with Magus Customer Dialog Pvt. Ltd., (Associate of Vodafone Essar Gujarat Ltd.,), is the first Independent Direct Marketing and Customer Response Organization in India, where I have started my journey as a CSA (Customer Service Agent) then promoted as a Team Coach (Post-paid Department) till 18th Jul 2012

Work Ability:
?	Have ability to work well within a team individually.
?	Have good people management skills & inter-personal skills.

Job Responsibility:

?	Coaching and mentoring team members towards achieving & exceeding the set efficiency & quality targets.
?	Managing a post-paid team of 13-15 agents & responsible for their performance in terms of productivity & product knowledge.
?	Conduct Product refresher and quality refresher trainings for the team to ensure an improvement in performance of the team.
?	Cascading all updates on time to the team.
?	Identifying potential training requirements & ensuring appropriate knowledge transfer to the team members.
?	Handle escalated calls & ensure first call resolution to the customers.
?	Floor supervision & managing service levels in absence of Team Leader.
?	Plan & arrange motivational activities for the team. Ensure participation of team members in various contests.

Team Management: 

Monitor Team performance and give suggestions to team members as to gray areas needs to be improved upon to achieve the set targets.

Coaching and counseling: 

Provide performance feedback to team members in terms of quality & Rating on the floor and fill the loopholes, if required. Conducting debrief sessions before and after the shift in absence of Team Leader.

Achievements in Work: 

?	Individual Monthly Top Gun Winner For April Month-2008 and 
?	Individual Monthly Top Gun Winner For February And March 2009 
?	Individual Quarterly Top Gun Winner For Quater-04 (Jan/Feb/Mar-09) 
?	Individual Quarterly Top Gun Winner For Quater-02 (July/Aug/Sep-10) 
?	Individual Quarterly Top Gun Winner For Quater-04 (Jan/Feb/Mar-11) 
