1. Ashish Varghese Joseph
Mobile: +91 9999420541, +91 7838222426(Office)
E-Mail: ashishjoseph02@gmail.com
To be a part of a progressive organization where my skills can be utilized and can be improved
PROFESSIONAL SYNOPSIS
 Working with Convergys India Services Pvt. Ltd, Gurgaon as Team Leader spearheading a
team of 15-17agents.
 A dynamic professional with more than 07 years of experience in Service Operations, Process
Enhancements & Team Management.
 Proficient in managing & leading teams for successful technical support and customer services
operations and experience of implementing procedures.
 Resourceful in acting as an escalation gate to resolve critical issues of the team members. Skilled in
conducting various training sessions for enhancing performance and quality of service.
 An effective communicator with fine relationship management skills. Have the ability to relate to people
at any level of business and management and have excellent team building abilities .
ORGANISATIONAL EXPERIENCE
AT Convergys
Everything Everywhere (Orange, EE and T-Mobile)
 Handling a team dealing with High value customers (offshore – 1st level helpdesk)
 Handling loyalty management and future actions to be taken on eligible accounts
 Promoting offers and discounts amongst this category of customer and increase service loyalty.
 Proactive customer contact management, manage value adds and self-service.
 Focus on up – selling targets while increasing customer value proposition.
 Work on retention strategies and minimize churn by providing discounts, rewards and elite customer
service.
 Targeting to win back lost customer and enhancing customer care systems.
 Training team members on soft skills, personalization skills, and high value customer experience.
Training provided on my customer behavior etc.
 Managing high value customer accounts, correct bill transactions and take care of all sort of bill
disputes.
 Managing High level escalation and customer complaints (including OFCOM & OMBUDSMEN)
CAREER SNAPSHOT
 Was awarded for being the most active Team Leader in employee engagement activities of the program
on Team Leader Appreciation Day’13 in Convergys.
 Topped one of the key metrics of the program (FCR) in 6 out of 12 months in Convergys.
 Gone through all the major transition in EE, trusted with two pilot projects.
 High number of retention award by any Team leader.
 Supervising the transition phase for the entire Line of Business.

2. TRAININGS UNDERTAKEN
 2008 Motivational and Leadership Training.
 2008 Six Sigma basic.
 2009 Conflict Management.
 2009 The Art of Giving and Receiving Feedback.
 2013 Completed training for Convergys Coaches as Leaders (CLC), an exclusive training for coaching
techniques and standards at Convergys.
 2013 What Best Looks Like (WBLL) – Team Leader Development Program covering the complete
business model for Convergys and setting standards for all Ops functions at Convergys.
 2014 Jack welsh management Course
QUALIFICATIONS
 BSc with PCM.
 Senior Secondary (10+2) Ryan International.
 Degree in Business Management (Executive M.B.A)
PERSONAL DETAILS
Date of Birth : 02 April, 1986
Passport Available : Yes
Present Address : FCA 1385, C-Block, SGM Nagar, Faridabad, Haryana-121001.
Passport No. : K7016180
Place of Issue : Delhi, India
Date of Issue : 20-05-2013
Date of Expiry : 19-05-2023
PASSPORT DETAILS