Handling US E-commerce Operations

Business Operations Planning and Execution.

. Strategic Consulting, including business plan & sales strategy development.· Setting and meeting performance targets for speed, efficiency, sales and quality · Managing the daily running of the call center· Liaising with team leaders and resolve issues· Maintaining up-to-date knowledge of industry developments and involvement in networks· · Monitoring random calls to improve quality, minimize errors and track operative performance· Coordinating staff recruitment and liaising with HR staff· Reviewing the performance of staff, identifying training needs and planning training sessions· Recording statistics, user rates and the performance levels of the center and preparing reports· Handling the most complex customer complaints or inquiries· Organizing staffing, including shift patterns and the number of staff required to meet demand· Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes· Forecasting and analyzing data against budget figures on a weekly and/or monthly basis· Improving performance by raising efficiency and sourcing new equipment· Implementing, reviewing and improving all call center policies, procedures and service standards.

Building a platform between International clients and RnR for ITES, BPO,LPO and Transcription Projects with International ITES, IT, BPO, Legal Firms. Setting-up and Developing New BPO and ITES Projects with in RnR Datalex.Training and Guiding agents to expertise in various aspects of Process related requirement.Geographical Working Area (UK, US, Europe).

Leading & Handling all major key responsibilities for the Agent Error Analysis Team.Planning and Analyzing Agent Error Reduction Module to met SLA’s.Training and guiding agents to achieve their key matrices to increase their productivity.Monitoring agents statistics and implementing new parameter to overcome errors.Working with account vendors to maximize resources availability for end-user clientsSaved Around $1,20,000 while working on Agent error project since Mar 2010 till Sep 2010.

Key Responsibilities as Sr. Associate Mentoring team members and Responsible for managing there performance and improvements.Providing floor support and helping fellow Associate with there process related queries.Maintaining team performance and statistics data and weekly updating them to team members.Helping and supporting team leader in team activities and planning to achieve common team goals.Setting performance targets for team members and helping them in achieving them.Analyzing Agent errors and making strategies to overcome errors in future for the team.Lead on Project for saving Agent error in Reissue DepartmentKey Achievements as Sr. Associate :Rewarded as Associate of month 3 times and Associate of quarter 2 times during my tenure in WNS.Has received the Highest rating in the WNS Annual Appraisal, i.e. G4 P4 in 2009.Maintained above average statistics during my tenure.Received numerous appreciation from client during my tenure.

Worked for US Travel process, handling Inbound call as customer support associate. Handling Airlines Reservations of US citizens. Taking care of their national and international travel support.Overcome and Expertise various SLA's and Parameter of customer service associate. Certified user for Saber Customer Resource Management system and other various travel tools for Travel related assistance. Certified neutral Voice & Accent Training module for US Client Interaction Protocol.

Promoting 3 Telecom Pvt Ltd in United Kingdom.Marketing various telecom plans for 3 Telecom Pvt Ltd.Communicating & Interacting with user for telecom support.Convincing user to migrate their initial service provider to Network 3.Handling UK end user various telecom requirement.

Managing marketing team to achieve operation's target.Training & Mentoring subordinates for corporate marketing.Planing & Achieving sales targets as per company parameters.Developing Business for Reliance Communications.

Promoting and up-selling Reliance Network Connection to Corporate Clienteles.Participating in Telecom conferences, seminars and other various promotional activities.