Vishal Sodhi
About
Technical Skills: ✓ Six Sigma ✓ Avaya, SAP, Aspect, Ameyo, Vici-dial, Respak & Microsoft CRM. ✓ Expert in MS Office, MIS & Dashboards: Ms Excel up to V-lookup, Conditional Formatting, Text-To-Column, Concatenate. ✓ Diallers: Progressive & Predictive My Passion Leading Call Centre Operations. Delivering pure excellence in Customer Service. Training & Development. People management. Analytics & DMAIC.
Work Experience
Communication Centre Manager
Set-up Communication Centre for entire hospital. Structured IVRS flow for 24/7 toll-free service. Managed team of 13 FTEs. Developed scripts, SOPs, and cross-functional processes. Implemented multiple systems.
Performance Monitor & Infrastructure Specialist
Monitor & enhance performance of 2 Call Centres via centralized reporting. Develop infrastructure plans and SOPs. Train Emergency Call Centre specialists. Vendor management with Huawei, Microsoft & Avaya.
Operations Manager
Managed team of 50+ including Team Leaders, QA, Trainers. Implemented performance tracking systems. Raised cab fulfillment ratio from 30% to 80%. Handled multiple channels and projects.
Education
S.S.C
University of Mumbai - 67%
Bachelor of Commerce
University of Mumbai - 60%