Job Profile:  Managing a team of Relationship Managers.  Monitoring the quality of service provided to clients.  Conducting team huddles everyday mornings and evenings.  Taking regular feedbacks from the customers regarding the service.  Handling complaints and escalations over calls and emails.  Achieving Sales target by managing the team.  Training the new associates who come on board.  Performance appraisal & give feedback to the team.  Recruiting the Relationship Managers.  Work on daily and month end reports.  Giving monthly presentation of my team’s productivity to the National Business head and the GM.  Handling the Rewards and Recognition for the Kerala team to motivate and get better results.  Ensuring quality service to get renewals from existing customers. Achievements: Achieved the TTT (Train The Trainer certificate) Have been appreciated for Leadership Skills and Team Management.

Job Profile:  Monitoring the quality of incoming and outgoing calls of my team  Monitoring daily report and month end reports.  Achieving Sales target by managing the team.  Training the new associates who come on board.  Performance appraisal & give feedback to the team.  Handling HNI and HoReCa calls to close deals.  Heading and coordinating sales and stocks across different branches.  Brainstorming the team for new ideas for marketing to increase sales.  Giving monthly presentation of my team’s productivity to the National Business head and the CEO during MRM (Management Review meeting).  Retaining existing customers. Trainings attended: Team building

Job Profile:  Daily MIS, Fort Night and Month end reports.  Shift Roster Management – off and leaves.  Analyze the departmental reports on a daily basis.  Analyze the productivity of associates and Team Leaders.  Responsible for the Service level Compliance and all Escalations via calls.  Checking on all the complaints logged in our internal software by the call center/branches.  Coordinating with the team leaders to achieve the target.  Conducting regular team meetings and huddle meetings to update the team on the new products.  Timely Handling of Escalated Customer Queries within set standards.  Coordinating with various Departments for effective Customer Support.  Interviewing and recruiting new employees.  Training the new associates who come on board.  Performance appraisal & feedback of associates.  Implementing the approved projects and monitor the same.  Analysis of various reports for Customer support.  Correspondence- replying to customer queries over Post, E-mail and FAX. Achievements: First Spot Award for picking the highest number of inbound calls. Awarded for the best customer service team for the year. Awarded for the best customer service team for the quarter. Awarded for the best team lead twice consecutively for two quarters. Appreciation for the best people management from the management. Trainings attended: Coaching your team for peak performance. Team building and motivating exercises. Soft Skill training.

[A joint venture between GE (General Electric & SBI) with Infovision Solutions Ltd in Cochin]. Customer service Sr. Executive, (June 2002 – June 2004). Job Profile:  Attend inbound Calls and give solution to customer queries.  Retention - Retaining customers  Cash management process  Sorting, Filing, Tracking and Depositing the cleared and bounced customer cheque  Training of new candidates  Correspondence- replying to customer queries over Post, E-mail and FAX.  In charge of daily MIS (Management Information System) Achievements: Awarded the best employee award (December 2003) Awarded the spot award & rolling trophy for the CSA of the month (November 2003)