Resource Process Outsourcing / Infra management / Deployment of L1 and L2 Engineers at Corporates and Institutions

Consultancy and Training on Soft skills and motivation for CorporatesClient List:Adroit Property Developers Altacit Global (Legal)Altis Properties Axis BankBNP Paribas BNIBajaj AllianzBanca Sella Baga Bahwan CyberTek Chrysler Bajaj Allianz Citibank N.A. Cogent Innovations CSC (iSoft) Consim Crompton Greaves Daimler DanoneDISYS (IT)Edelweiss Excelacom Episource Esquire Express EventjiniFarida Shoes – Kenmore Financial Express FaureciaFSS Future calls FourKites (India and US)Gamesa Global Analytics GKM Engineering Hinduja Tech KelpHR HDFCHP HPCLHarman International Hindustan Zinc Hundai Glovis Hygree Waterfal ICICI LombardIndusind IDBI Kaar TechnologiesKinship Technologies L&T Infotech Lennox Lynde Gas MphasiS Maersk TrainingMandoMahindra & Mahindra Mira Healthcare ModriaMahindra finance NYK (ONE) ShippingNetExpatPOSCOPhoenix Mall Real Value Reliance Insurance Renault Nissan Technology Business CenterRohde & SchwarzSAIL Saksoft Scigenics Sapient Technologies Sathya Agencies Schwarzkopf Scope International Servcenter Seco ToolsTake Solutions Stera Engineering Take Solutions Titan Unicharm VV MineralsVertiv Viveks YennesWabcoWorld Bank WLC (FinishingSchool) WABCO Wells FargoZifo technologies

Managing Expats who move into India, Job Search, Culture Orientation, Settling into new environment and work on expectations in a land alien to them

Soft skills, behavioral and motivational training

Handling support function to pre sales team. Coordinate closely with sales and marketing teams. Data mining, pre-sales management and managing life cycle of prospect till site visit.

Training, coaching

Freelance Training

Handled Virtual Relationship Management and Outbound Telesales team for the UAE customers of Standard Chartered Bank – Team of 200 members. Involved in revenue generation through relationship building, identification of needs and ensure fulfillment of opportunities for the Preferred and Personal Banking customer segments. Metrics included sales, transition from push selling to relationship based cross selling. Telesales involved management of cross selling to a pre-set database. Alligned delivery standards with expectations of stakeholders thus ensuring stakeholder and team management. Ensure focus on Q12 and team engagement and focused drive towards customer expectations and NPS scores. Drive effective use of frontend systems and customer cross sell management.

Managed Service Excellence across Inbound and Outbound teams for Consumer Banking, Wholesale Banking and Collections team of ~500 employees. Also handled Telesales (250 employees) for UAE process of Standard Chartered Bank. Ensured call quality and Training above benchmark. Managed process migration and documentation. Developed and streamlined processes with a view to enhancing customer experience, frontline experience, reducing cost and mitigating risk, along with standardization across the Center. Ensured highest ever productivity on Sales through multi-products awareness for sales team and shifted from product push to customer centric sales.

Handling a team of 110 direct and indirect reportees.CSAT: Ensure achievement of indicators (Service Levels, Accessibility, Abandoned rates, Agent Occupancy) and unit scores on call observations, quiz, error rates, escalations, Repeats reduction, proactive PI reduction. Handling Project Service Platform (single screen concept) for all contacts. Championing Process Improvements Projects, with objective of simplifying process, enhancing customer experience, reducing cost and removing non-value add.Ensure achievement of resolution Turn Around Times on complaints and requests. Transaction and Problem Resolution scores to be maintained.Relationship building with Regulators. Prime driver of quality customer experience across branches, operations and every touch point through Regional Monthly Meetings across products.Undertake strategic initiatives: migration to IVR, net banking, e-statements, repeat calls and contact rate reduction, migration. Revenue generation across both teams. Audit / Operational Risk controls in place. Drive adherence to Customer Operations Performance Center standards, Pan India. Involved in IDEAL projects. Ensured high scores on Q12. Ensured high standards maintained on performance metrics and timely career progression and job rotations.

Customer Satisfaction: Ensure achievement of indicators (Service Levels, Accessibility, Abandoned rates, Agent Occupancy) and unit scores on Quality and Service indicators. Managed Pan India Repeat contacts reduction and proactive Problem Incidence reduction. Was part of Project team that developed frontend single screen to serve customers. Championed projects on Process Improvements with objective of simplifying process, enhancing customer experience, reducing cost and removing non-value add.Ensured achievement of resolution Turn Around Times (TAT) on complaints and requests. Transaction and Problem Resolution satisfaction scores kept on tack. Was involved in relationship building and complaint management with Regulators. Prime driver of quality customer experience across branches, operations and every touch point, through Regional Monthly Meetings across product teams.Undertake strategic initiatives: migration to IVR, net banking, e-statements, repeat calls and contact rate reduction, migration. Revenue generation across Cards and Banking teams. Audit / Operational Risk controls in place. Drive adherence to Customer Operations Performance Center standards, Pan India. Involved in IDEAL projects. Ensured high scores on Q12 (Employee Satisfaction). Ensured high standards on performance metrics and timely career progression and job rotations.

Handle customer service. Training and handholding new joiners. Review quality of correspondence/calls through call monitoring.Analyze customer feedback through Customer Satisfaction surveys and work towards action plans. Upgrade staff awareness levels Pan India through in-house quiz contests / monthly magazine

Handle customer service. Training and handholding new joiners. Review quality of correspondence/calls through call monitoring.Analyze customer feedback through Customer Satisfaction surveys and work towards action plans. Upgrade staff awareness levels Pan India through in-house quiz contests / monthly magazine