Divya Priya Avinash Email & Phone Number

Chennai, Tamil Nadu, India

Interpret and Improve forecasting models using data collections. Data analysis and statistical tools.Mitigate capacity risks by identifying and managing risk areas in call flow.Rostering, scheduling, forecasting .Tracking swipe IN and swipe OUT status to identify leakages in login hours , production hours and break deviations .Preparing SOPs for new accounts .Timely call outs of Issues in real time basis time to avoid SLA loss.Modifying skillsets in timely basis to reach maximum utilisation.Perform Statistical analysis of service center data, including forecasting, scheduling and provide solutions accordingly.Participate in wider initiatives such as process improvement planning.Producing reports that will enhance operational insight, increase business results. Tracking SLA trends, Tracking Daily shrinkage, Attrition on timely basis and alert operations team on timely basis.Identifying root causes of problems and suggests solutions to improve daily metrics to achieve overall Answer percentage, SLA.Do real time queue monitoring in CMS and make to Realtime changes in forecast to get outcome. Doing Idle management- Avail time analysis, break schedules. Analyzing staffing hour data to improve productivity.

Chennai

Managing inbound and outbound c tele callers. Solving customer queries related to CITI BANK credit cards, loans, and insurance. Email support in handling escalations. Client call handling. Driving the team to achieve SLA. Retaining existing customers.Meeting sales target in reaching out to new customers in cross sellingProviding quality training and process related training to new Joinee.Goal setting, taking care of agents’ performance appraisals.

Chennai, Tamil Nadu, India

Providing voice support to TAJ Hotel Customers across worldwide. Booking itinerary for their stay in Taj hotel,Supporting travel agents in booking rooms for normal guests and for corporate companies for their meetings. Inbound customer handling experience.