Balakrishna M Email & Phone Number

Bengaluru, Karnataka, India

• Recognized with a Team Leader fellowship, and effectively managed 25 members as a senior associate.
• Meeting and exceeding all the agreed client SLA’s and performance parameters.
• Being the single point of contact for the senior management and team members through effective communication on key deliverables.
• Handle escalations and coach staff accordingly.
• Regularly communicate client updates to team members.
• Identify areas of concern and under performance and take corrective actions.

Bengaluru, Karnataka, India

• Led a team of 2 trainers and 12 quality analysts.
• Integral member of the team involved in successful execution of a banking project and financial crimes (LLOYDS BANING GROUP) UK based bank. Generated process documents, training manuals and SOP’s.
• Monitored overall quality of the processes, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level.
• Created & implemented workflows to facilitate structured support in all areas and issues. Overseeing process improvement initiatives through system changes, process realignment/redefining & efficiency management.
• Supervised customer service operations for rendering and achieving quality services, providing first line customer support by answering queries and resolving their issues, ensuring minimum TAT.
• Ensured a high-quality customer experience, elevating customer satisfaction, while adhering to the quality standards and work processes and thus managing cost-effective operations.

Bengaluru, Karnataka, India

• Efficient prioritization of work, always meeting tight deadlines.
• Conduct Process Training to New Joiners and refresher sessions to the team.
• Process improvement ideas for implementation and providing guidance to team members on complex scenarios and changes
• Preparation of Bank Reconciliation Statements (Lloyds Bank)
• Daily analysis of inventory and quality, auditing the number of transactions, and provide feedback to agents