Technically competent professional with over 6 years rich experience in Customer/Technical Support, floor management & handling client escalations, data analysis and strategy on improving performance, while working with phone, email, and chat process.Responsible for smooth floor operations, strategic planning and development of support solutions that are designed to provide improved productivity, streamlined operations, and complete client satisfaction.

Job Description:Delivering key performance metrics as per SLAWork closely with the Team to achieve Quantitative and Qualitative targets specified by the Client on a day to day basisHandling the administrative issues that may arise during shift. Supervise corrective and preventive action (CAPA) plans where requiredPlan and implement performance improvement plans (PIPs) for statistical and procedural compliance as per the SLAs and operations policyConduct 1-1 sessions with team members in order to have an effective feedback mechanism and also defining their monthly KRAs.Drive and control the team's shrinkage and Attrition through various initiatives like team outing, Entertainment Committee, R n R's, Trainings etc.Keeping a real time check on the floor updates sent by the client and working with the Training Manager to ensure the floor is updated on the same. Conducting weekly tests and Dip Stick check to ensure there are no process mishaps within the team.

Job Description:Team's performance on Quality and KPI metrics.Team handling and Shrinkage/Attrition control, across the floor.Monitoring and coaching the associates on Quality and CLM metrics, periodically.Controlling the AHT and improving RPC and FCR scores, across the floor.AchievementsUndergone IMPACT training on coaching effectiveness.Undergone ONTRAC leadership training programme.Shown remarkable improvement on RPC and FCR, across the floor.

Job Description:Mentoring, motivating and managing 60 Associates and 3 Team Leaders.Handling the administrative issues that may arise during shift. Supervise corrective and preventive action (CAPA) plans where requiredConducting weekly operations reviews with the SMEs and the Team Leaders on the floor to track individual team performance.Take skip levels with team members in order to have an effective feedback mechanism Ensure compliance with quality and service delivery metrics for the teams.Acting as an escalation gate to resolve critical issues of the team members.Evaluate performance appraisals (PDRPs) for the Team Members.Part of the interview panel working with HR and the recruitment team to hire Sr. Support Professional and Team Leaders. Client Servicing:Meeting requirements as per the Service Level Agreements. Data analysis and strategy on improving performance and meeting shift statistics.Coordinating with clients through conference calls and updating the floor on a real time basis of any updates, process changes or any client requirements.Conducting Quality checks to ensure different departments within the process are updated.Creating RCAs for failed actions or escalations from the clients endReviewing and requesting updates to the KB articles as and when requiredMonitoring trends on a real time basis and polling the floor to keep a check on any outages, degradations and reporting it to the clients.Creating weekly reports for the outbound process and keeping the clients updated about the same. Attending daily conference calls to provide a snapshot of the current floor situation and inform of any issues, trends on the floor

Monitored, supervised outbound calls and generated quality reports.Ensured that the team achieved quality on all calls, with the call flow standards.Thoroughly planned and prepared day to day lists and work schedules.Trained new agents on process specific areas, Viz. CRM, Scripts and Rebuttals.Attending Weekly Conference calls from the second level counterparts in the US. Reviewing and creating process related articles to be updated in the knowledge base.Sending out surveys to the clients and processing their replies related to updates.AchievementsAcclaimed as the most improved agent for reaching highest sales and quality standards.Promoted as Team Leader (Quality) from a Customer Service Agent.

Interacted with the Insurance Officers in bringing out new insurance policies for both personal and accidental covers.Assisted the clients in their claims and helped them in quick realization of their policies.Identified, executed and monitored cross-sell initiatives through various channels using secondary marketing techniques.Achieved the insurance targets within the given time frame.

Job DescriptionPromoted and sold all the products in the supermarket.Maintained the balance sheet for both forecourt and supermarket.Cash handling and daily account maintenance.Reviewed surplus stock and maintained quarterly, half-yearly and annual inventory reports.