Anil Kumar Mayani Email & Phone Number

Central Luzon, Philippines

· Maintain and develop internal support and call center quality standards· Review a subset of support agents’ conversations (calls, emails, chat, etc)· Assess support interactions based on internal standards· Accompany evaluations with meaningful and constructive feedback· Discuss and explain feedback with agents in regular meetings· Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team’s performance affects those KPIs· Create strategies to improve support KPIs· Help agents improve their performance with specific instructions and constant support· Map the need for training and onboarding programs and initiate these projects· Monitor customer service performance on the agent and team level· Create reports that reflect support performance· Report support team’s performance to higher-ups· Participate in calibration sessions to maintain consistency in internal evaluations· Contribute to the team culture in a positive manner· Engage and assist in internal process design and optimizationSHRM, the Society for Human Resource Management, creates better workplaces where employers and employees thrive together. As the voice of all things work, workers and the workplace, SHRM is the foremost expert, convener and thought leader on issues impacting today’s evolving workplaces. With 300,000+ HR and business executive members in 165 counties, SHRM impacts the lives of more than 115 million workers and families globally.

Philippines

Oversees database development and modification efforts.Designs and implements secure, efficient, and accurate databases.Maintains current and accurate knowledge of data storage and management best practices.Ensures that databases are designed to meet specifications and requirements at the lowest possible costs.Ensures that database projects are completed on time and within estimated costs.Develops and maintains documentation and standards.Identify and resolve production and/or application development problems related to the use of the database management system software or utilities.Gathers organizes and interprets statistical data from the database to provide reports to and answer questions from, upper management.Performs other related duties as assigned.

Clark

Leading the Quality team across multiple programs, ensuring we provide excellent customer service experience and complying with the policies and processes of our clients. Building quality frameworks in a collaborative approach between Quality, Training, and OperationsDesign, implement, and improve company quality standards.Analyze data in order to find areas for growth.Assist in the recruiting process.Training, motivating, coaching, and correcting employees to ensure that standards are met.Create reports to track progress.Formulate strategies to increase productivity.Review processes in order to ensure that they align with current trends.

Sm Clark, Angeles City

Focused on analyzing trends and data to assist operations in creating action plans to removed defects and improve and sustain performance.

Clark, Pampanga