STAT GLOBAL SERVICES is an Overseas Licensed Recruitment Firm.STAT Global Services is created by a team of experts in health management. With the experience in providing support services to aspiring Nurses to work abroad in different countries especially The United Kingdom,Germany. At STAT Global, it’s really free recruitment and personal care provided to aspirants.

Key Account Manager, India & Middle East.* Contribution in generating Sales * Building ongoing client relationships across India and the Middle East

a. Planning and executing training sessions b. Managing a team of trainersc. Responsible for training, coaching and developing new hire and analyzing the Training Needsd. Ensuring regular training to existing agents based on their training need analysise. Governance of training process by effective tracking and monitoring f. Effective management of training budget with equal focus on qualityg. Quick adapting of Digital mode of training during the Lock down… Show more a. Planning and executing training sessions b. Managing a team of trainersc. Responsible for training, coaching and developing new hire and analyzing the Training Needsd. Ensuring regular training to existing agents based on their training need analysise. Governance of training process by effective tracking and monitoring f. Effective management of training budget with equal focus on qualityg. Quick adapting of Digital mode of training during the Lock down situationh. Ensuring Customer satisfaction at its best as final results.i. Encouraging and Developing on creative digital methods into Training on an User friendly mode. Show less

a. To drive Customer Satisfaction Survey's (TNPS | NPS) and results across Kerala.b. Seamless inter department co-ordination for improved Touch Point Net Promoter Score (TNPS)c. Analysis on Data base to provide Voice of Customers to the managementd. Award for designing and implementing the Reward and Recognition programe. Appreciated by Top Management on the various insights given on Customer VOC

a. Drive process implementation, awareness, adherence through Audits & improvements b. Coach & monitor the performance of team membersc. Co-ordinations with External Auditors d. Successful closing of Billing & Metering audits done by External agencies appointed by TRAIe. Launched Automated customized SMS to customers on launch of 4G site in their area.

a. Coach & monitor the performance of a team b. Regular root cause analysis of complaints, with corrective actions and recommending process corrections c. Ensuring complaint resolution within TAT with equal focus on quality of closured. Responsible for Managing the vendor TECH M, handling back-end operations with 60 associatese. Nominated for the Appellate secretariat where monthly meetings were conducted between Nodal Officer and TRAI appointed memberf. Completed Black… Show more a. Coach & monitor the performance of a team b. Regular root cause analysis of complaints, with corrective actions and recommending process corrections c. Ensuring complaint resolution within TAT with equal focus on quality of closured. Responsible for Managing the vendor TECH M, handling back-end operations with 60 associatese. Nominated for the Appellate secretariat where monthly meetings were conducted between Nodal Officer and TRAI appointed memberf. Completed Black belt project on Network complaints reductiong. Successful migration of, Email, Appellate desk and Social media, complaint handling process from Client side to Partner location.h. Steered the cross functional program to the Top Management on Customer Grievances i. Completed the yellow belt project on developing and implementing a unique automated initiative of launching “I-Locate” services to capture customer locations. j. Recognized for handling Escalated complaint scenarios with high customer satisfaction levelsk. Excellence Award for the successful closure of TQM project aiming at complaint reduction from 10.5 CPS to 1.5 CPKS with increased revenue for the organisation. Show less

a. Setting up the Customer care Interactive Voice Response for the organisationb. Generated Revenue through the IVR from Nil to 25Lk per month ,structured via Black belt projectc. Ensured reduction of calls to Call center by increasing the percentage of Unique callers at IVRd. Ensured the adherence of Communication Process as per the regulatory guidelines ,maintaining the fixed thresholde. Green belt project done for Reduction of Post-paid Calls per Subscribers.f. Ensure… Show more a. Setting up the Customer care Interactive Voice Response for the organisationb. Generated Revenue through the IVR from Nil to 25Lk per month ,structured via Black belt projectc. Ensured reduction of calls to Call center by increasing the percentage of Unique callers at IVRd. Ensured the adherence of Communication Process as per the regulatory guidelines ,maintaining the fixed thresholde. Green belt project done for Reduction of Post-paid Calls per Subscribers.f. Ensure process SLA's and compliance with generally accepted standards for data Call centerg. Provide managerial leadership, coaching/feedback and development for new hires and business partners. Show less

a. Managed a team of Call Center agents and supervisors leading to the maximum agent productivity with maximum incentives.b. Handling Recruitment, Training of call center agents and Escalated Customer Grievancesc. Ensuring call center SLA’s are met along with team targetsd. Successfully done Upselling of VAS products resulting in increase in revenue from 6.16lk to 57.46lk.

o Complaint Management Team member ( September 2006 – June 2007)o Call Quality Analyst ( March 2005 – Aug 2006)o Front Office Management ( Sept 2004 – Feb 2005)o Call Centre Associate ( Nov 2000 –Aug 2004 )