Job Profile & Key Responsible Areas - Counseling clients for all countries visa processing as per their needs or requirements (Permanent Residency, Visit/Tourist visa, Investor Visa, Work Visa & other types of Visas.Following up with clients to initiate the process & also handling clients in the office face to face.Following up with internal Y-Axis departments to speed up the process for the clients & meeting time lines.Multi tasking on systems used in Y-Axis to handle all… Show more Job Profile & Key Responsible Areas - Counseling clients for all countries visa processing as per their needs or requirements (Permanent Residency, Visit/Tourist visa, Investor Visa, Work Visa & other types of Visas.Following up with clients to initiate the process & also handling clients in the office face to face.Following up with internal Y-Axis departments to speed up the process for the clients & meeting time lines.Multi tasking on systems used in Y-Axis to handle all cases assignedClarifying & explaining the agreements to the clients before starting the process to have better clarity of the processHandling High profile clients within India & also handling clients from UK, USA, Gulf & other international destinations to migrate.Meeting monthly sales targets to ensure not to be a liability in the team & contribute towards the team`s progress.Acting as a mentor for new joiners in the team to help & meet their targets.Collating Daily Sales Report (DSR) & expected sales for the team & sending the data to managers for weekly & monthly sales projection.Providing Customer Service after sales as well if needed & handling customer complaints if client is not happy with the process team after sales.Following up with the clients for payments & closing the transactions.Responsible for conducting Process Training for new joiner across Mumbai offices.Training for all Immigration related products in Y-Axis, coordinating with Y-Axis training team for smooth completion of the training & handover to the new ne Show less

Job Profile & Key Responsible Areas Escalation Desk Management Handle Escalation across the center including Retentions, Tech Support and BillingProvide superlative customer experience to win over the customers’ trust towards the brand.Seek customers’ voice and feedback on every call and create a report for the HOD on weekly basis with top customer sentiments and recommendationsIdentify and highlight the gaps in process and policies impacting customer experience and… Show more Job Profile & Key Responsible Areas Escalation Desk Management Handle Escalation across the center including Retentions, Tech Support and BillingProvide superlative customer experience to win over the customers’ trust towards the brand.Seek customers’ voice and feedback on every call and create a report for the HOD on weekly basis with top customer sentiments and recommendationsIdentify and highlight the gaps in process and policies impacting customer experience and business and recommend possible solutions through weekly updates. Data Audit and Analysis Auditing of monetary credits applied on the customer accounts by the contact centre and retail channels and identifies gaps and errors with recommended actions.Auditing of interactions on the Siebel system to check if it is meeting the Standard Operating Procedure.Create a detailed report with the findings and recommendations on a weekly basis and present the same in weekly forums to StakeholdersRetentions and Health Check AdvisorManaged the Retentions of Vodafone Australia Post pay base through inbound and outbound activities Generate revenue for the business by reducing the churn as well as generating lead on the calls Achieved the best churn rate consecutively for 6 months and was thus chosen for the Audit and Analysis RoleIncrease the Promoters for the brand by listening to the customers’ needs and resolving their issues within the process guidelines. Upgrades and Sales Managed the Inbound process of Upgrading and resigning Vodafone Australia customers to a 12/24 month contractMaximizing conversion rate through the philosophy of ‘Sales Through Service’ approach Generate revenue through 2nd Service Sales on Inbound callsAchieved best conversion rate in 2 quarters and was nominated the best player Optimized the sales of I Phones and Samsung Galaxy by providing the benefits of these handsets to customers from different demographics Show less

I started my Career in Wipro BPO as a Customer Service Executive & selected as a Team Coach for 3 quarters based on performance within 9 months into the process for Delta Airlines.Delta Airlines was filed for bankruptcy in 2006, however when i left the compaany Delta Airlines was out of bankruptcy, I feel that I made my contribution in these 2 years as an employee.When I became a Team Coach my team was 27th ranked out of 30 teams, when I resigned my Team was no.1 in terms of… Show more I started my Career in Wipro BPO as a Customer Service Executive & selected as a Team Coach for 3 quarters based on performance within 9 months into the process for Delta Airlines.Delta Airlines was filed for bankruptcy in 2006, however when i left the compaany Delta Airlines was out of bankruptcy, I feel that I made my contribution in these 2 years as an employee.When I became a Team Coach my team was 27th ranked out of 30 teams, when I resigned my Team was no.1 in terms of performance. All credit to my TL, Mentor & my Manager Yogesh Shivanna Shetty.Job Profile & Key Responsible Areas –Core Job was to create and issue electronic tickets for our clients.Handled Calls for imparting services namely customer sales, support, service, escalations and online demonstration to International Clients (U.S.A).Handled Verification calls on floor.Team ManagementMotivating, monitoring, mentoring and providing regular feedback to the FTE’s regarding their process performances and respective process related business goals and their achievements.Driving the individuals and process towards their respective goals, benchmarks and Key Result Areas.Providing regular feedback on a daily/weekly/monthly basis to the Management regarding the Process performance.Process performance analysis with the help of daily/weekly/monthly reports provided by the Quality and Training team and prepares a plan of action as per the analysis done in order to improve the performance in terms of productivity and efficiency. Show less