Working as Operations Manager with Religare Broking Ltd.. Responsible to manage customer service piece for existing client base along with business partner channel currently. Also, having expertise in handling voice & non-voice processes simultaneously..

Handling a customer service team along with the 2 processes. Over achieving all the SLAs consistently since last year.

Profile: - Handling a team of more than 15 people. (Voice & Non- Voice) -Handled customer queries over the e-mail & confirmed the resolutions.-Preparing MIS repots of the process on daily basis.-Preparing process notes & presentation to enhance business.-Make process performance reports and analyzing them from company prospect.-Prepared & maintained the daily & weekly tracker reports of the process and close the tagged cases.-Preparation of monthly Performance Status Reports of all processes & publishes to Senior Management.-Maintaining Daily, Weekly and Monthly Attendance Reports.-Has worked with Sage CRM & Dialer C-Zentrix.-Maintaining the answering level up to the mark for inbound process.-Direct Interaction with the client to improve process.-Responsible for the overall performance and the development of the Team.-Taking the proper feedbacks & briefing sessions with each and every individuals to improve their individual performance.

Used to work there as a Sr. Executive (Operations). Looking after more than 2 processes at a time.

Had joined the organization as C.C.E and got promoted later on as Sr.Executive.