Bobby K. Email and Phone Number

The role involves managing client objectives and delivering them within specified deadlines, implementing a client-first approach, monitoring progress, and implementing corrective actions. Regular security and compliance checks are conducted, and the individual is committed to all-day monitoring. Manage client needs and escalations, drive performance and improvements through positive conversations, and ensure participation in organizational initiatives. Planing effective performance for themselves and their teams, manage complex employee situations, and understand metrics for improvement. Responsible for monitoring work volume, staffing, agent adherence, exception processes, technology functionality, and client communications. Also, reviewing service level reports to identify issues and report concerns. Providing coaching and feedback to mid- and bottom-quartile agents, including appreciating top performers.

Process risks were identified, examined, quantified, and managed. Regular impact evaluations were carried out, and team briefings were held to address weak points and commend excellent work. Developed and implemented the Validation Process to guarantee consistent job quality, and kept up-to-date administrative records of advisor performance and trend analysis. analysed program results, talked about lessons learnt throughout the OJT phase, and coordinated with the Quality Team to identify areas for improvement. in charge of the Network Churn Analysis Team and gave the UK company real-time information on client contract churn movement. Presented information about Trade-Pack performance analysis reports to clients. shared daily data synopses to inspire the team with a vision for upcoming goals and make process adjustments.

• Established operational objectives, work plans & delegate assignments to subordinate.• Lead social media marketing strategies.• Designing innovative business plans with trend analysis.• Supervised [18] programs per month.• Sourced qualified vendors and negotiated contracts

Brand development, web site traffic growth, web site UI and advertising revenue. Developed brand strategy and statistics systems.Strategic Consulting, including business plan & sales strategy development.

▪ Improve customer service experience, create engaged customers and facilitate growth.▪ Take ownership of customers issues and follow problems through to resolution.▪ Set a clear mission and deploy strategies focused towards that mission.▪ Explainingserviceprocedures,policiesandstandards.▪ Keep accurate records and document customer service actions and discussions.▪ Analyzestatisticsandcompileaccuratereports.▪ Mentoranddevelopcustomerserviceagentsandnurtureanenvironmentwheretheycanexcelthroughencouragementand empowerment. ▪ Keepaheadofindustry’sdevelopmentsandapplybestpracticestoareasofimprovement.▪ Adhere to and manage the approved budget.▪ Maintain an orderly workflow according to priorities

▪ Effectively managed a high-volume of inbound & outbound customer calls.▪ Defused volatile customer situations calmly and courteously.▪ Resolved service, pricing and technical problems by effective probing.▪ Sold$[1600]in[DuringTechnicalSupportCall]per[Call].▪ Published daily report (Call Tracker & Revenue Generation) for business.

Managed Inbound Calls and Emails of AT&T, T-Mobile. Took responsibilities of providing end to end resolution with Appreciation in calls & emails.