Avadh Verma

Head of Business Strategy

The Homoeomedic Cure · Full-time

"Dynamic and results-driven Business Head (Sales) in the homoeopathic marketing industry, driving growth, market expansion, and strategic partnerships. Passionate about promoting natural healthcare solutions while leading high-performing sales teams to achieve excellence. Committed to innovation, customer engagement, and business transformation in the Indian homoeopathy sector."

Senior Project Development Manager

+QueSol · Full-time

Senior Manager

NSB BPO Solutions Pvt.Ltd. · Full-time

 Managed a span of 50 + Agents, 2 AMs, 3+ TL’s for a Travel client partner.  Monitor and continuously improve process Metrics (Avg Speed of Answer, Resolved on Phone, Wing to Wing Resolution time etc.)  Conduct weekly & monthly reviews with senior stake holders to update on Helpdesk performance  Conduct Root Cause analysis & develop corrective action plans on missed metrics  Manage Clients by addressing transactional/daily issues/concerns or process changes  Address all service requests raised by the clients  Increase analyst retention by providing job enrichment, career planning, coaching & mentoring  Conduct annual appraisals for all team members to provide feedback on their performance  Initiate new ideas, translate/implement best practices to enhance Process Improvements  Identifying training needs (TNI) for all agents and engage specialists to drive improvement  Calibration between Voice, Quality & Process trainer to improve performance for all helpdesk agents  Consistently improve ROFC (Resolution on First Call) metric

Assistant Customer Service Manager

CSC Digital India · Full-time

Business planning Vendor management Forecasting of Call projections as per SOW Revenue generation through Contact center Operational KPI’s for contact centre.

Deputy Manager Operations

Dell Technologies · Full-time

 Managing a span of 300+ agents, 2 AMs, 15 TL’s for a Telecom client partner.  Monitor and continuously improve process Metrics (Avg Speed of Answer, Resolved on Phone, Wing to Wing Resolution time etc.)  Conduct weekly & monthly reviews with senior stake holders to update on Helpdesk performance  Conduct Root Cause analysis & develop corrective action plans on missed metrics  Manage Clients by addressing transactional/daily issues/concerns or process changes  Address all service requests raised by the clients  Increase analyst retention by providing job enrichment, career planning, coaching & mentoring  Conduct annual appraisals for all team members to provide feedback on their performance  Initiate new ideas, translate/implement best practices to enhance Process Improvements  Identifying training needs (TNI) for all agents and engage specialists to drive improvement  Calibration between Voice, Quality & Process trainer to improve performance for all helpdesk agents  Consistently improve ROFC (Resolution on First Call) metric