Vikas Salotra
Auckland
Summary
Expert in customer experience, contact centre, VOC management and service operations.
Overview
10
10
years of professional experience
Work History
CS Manager - Contact Centre and VOC
Samsung Eletronics New Zealand
01.2023 - Current
- Managed Contact centre for Samsung NZ with over 100 agents and support staff
- Daily management of KPI's and different lines of buisness (voice and digital service levels and answer ratios, NPS, knowlwdge base management, troubleshooting/remote management etc...)
- Transformed cost centre to profit centre through customer retention initiative
- Developed post purchase experience
- Managed systems and infrastructure
- Managed escalations department, VOC's from all channels
- Established contact centre froms scratch maintaing global standards
- Managed teams to deliver results
- Lead projects to design CS systems and customer data goverence
- Manages all claims under consumer gurantees act, tribunal cases on behalf of Samsung NZ
- Maintaned high NPS on all channels, call,chat,repair.
- Serice to sales transformation
VOC Assistant Manager
Samsung Electronics
Northcote , Auckland
03.2021 - Current
- Managed and lead voice of customer Team of 12 members (on-shore/off-shore)
- responsible for all consumer escalations in New Zealand and pacific islands
- contact centre training and development
- CGA expert, handled all disputes on behalf of Samsung
- Adhered to customer service standards to foster satisfaction and retention
- completed special projects with other departments in the business
- relationship management with retailers, ASC's, Vendors
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Managed strict KPI's
Customer Service Representative
Avis Budget Group Inc.
09.2018 - Current
- Completed Daily Business Reports to a High Standard.
- Supervised and Managed the Auckland City Branch during Covid-19 Restrictions.
- Trained and supervised all Staff with all operation activities.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Escalated customer concerns, store issues and inventory requirements to the Branch Manager.
- Assessed customer needs and upsold products and services to maximize rental sales.
- Handled Incidents to ensure quick resolutions.
- Looked after banking processes within Auckland Region.
Project Manager/Software Engineer
Manukau Counties Health/AUT
06.2019 - 06.2020
- Developed a Web-Application for Manukau Counties Health.
- Applied extensive expertise in System Development Lifecycle (SDLC) methodologies and Agile project management techniques to manage the project team.
- Stepped up and took on the entire development of the project single-handedly due to unforeseen Circumstances.
- Ensured all stakeholders were satisfied.
- Maintained schedule to ensure all artifacts were delivered to the clients on time.
- Identified and solved incidents and problems throughout the full duration of the project.
- Enforced Quality Assurance standard throughout every phase.
- Enhanced development and drove continuous improvement of project delivery process by providing strong program leadership.
- Built and maintained strong relationships with all Stakeholders.
Shift Supervisor
Wendy's
, Auckland
01.2015 - 09.2018
- Mentored team members on techniques necessary to complete job tasks.
- Trained new employees on company customer service policies and service level standards.
- Managed daily stocktakes.
- Created schedules and assigned jobs based on employee strengths and anticipated customer demand.
Education
Bachelor of Computer And Information Sciences - IT Service Science.
Auckland University Of Technology
12.2020
Skills
- Leadership
- Contact Centre management
- NPS
- KPI management
- Process improvement
- Training and development
- Cost imporvement
- Customer retention
- Post purchase experience
- VOC mamagement
- Product liability
- Service centre management
- Data analysis
- Project management
- Training and development
Referees
Available upon request
Timeline
CS Manager - Contact Centre and VOC
Samsung Eletronics New Zealand
01.2023 - Current
VOC Assistant Manager
Samsung Electronics
03.2021 - Current
Project Manager/Software Engineer
Manukau Counties Health/AUT
06.2019 - 06.2020
Customer Service Representative
Avis Budget Group Inc.
09.2018 - Current
Shift Supervisor
Wendy's
01.2015 - 09.2018
Bachelor of Computer And Information Sciences - IT Service Science.
Auckland University Of Technology