Responsible for supporting the planning, administration, communication, reporting, and following up the needs of the Director undertaking various tasks to support his vision, strategy, and tactics.Responsible for filtering and triaging inbound communications in line with business objectives and priorities working with other departments to ensure on-time execution.Maintain professionalism and strict confidentiality with all materialsOrganize team communications and plan events, both internal and off-siteMaintaining Company Records.Link between the company and the chartered accountant for compliance setup.Handling HR Manager responsibilities of including recruitments/ end to end lifecycle of an employee/ payroll/ policies and procedures.Taking major decisions on behalf of the Director as and when required.

Enhanced executive decision-making with systematic information distribution and reporting. Managed executive calendar management, synchronizing complex schedules and planning.Functioned as the pivotal office manager, refining administrative processes and workplace ambiance.Managed office supply chain, guaranteeing resource availability for seamless business functionality. Compiled and analyzed financial data, ensuring fiscal practices conformed to budget constraints.Standardized corporate communication collateral to uphold brand integrity.Led comprehensive recruitment strategies to elevate talent acquisition and organizational expansion.Directed team performance oversight, cultivating an ethos of excellence and progressive development.

Perform as functional bridge amongst external vendorsas well as internal stakeholders.Ensure enterprise-wide needs for due diligence, riskassessment and continuous vendor monitoring arebeing accomplished.Ensure to track, measure, report and evaluate vendorperformance.Provide administrative and clerical support todepartments for efficient functioning.Formulate workflow processes, methods and policiesfor applying vendors.Collaborate with vendor partners to effectively managecontracts.Preparation of the departments KI MIS on monthlybasis.

Direct, coach, control and manage staff to ensure that they are developed to their maximum individual & collective skills, and that these skills and abilities serve to achieve optimum levels of service for Skycom.Ensure effective use of the Call Management System to produce & manage rosters, that provide optimum resources to cater to the incoming call volumes, ensure optimum cover including public holidays,annual leave,pending off, etc. & reduce / manage overtime down to a minimum without compromising the service promise.Develop team leaders/supervisors to contribute to the motivation & development of the team & ensure highest levels of customer service are provided and the department achieves its objectives.Ensure accurate records of the department’s activities are maintained & statistical monthly reports prepared, analysed for trend & suggestions for corrective action are made to the Branch Manager. Ensure that the reports as required by the Branch Manager /General Manager are submitted on time.Identify report on, evaluate and investigate recurring service problems, to enable corrective actions to be taken – thereby providing ongoing improvements to existing service levels.Identify any gaps & performance issues of direct reports, evaluate the cause & suggest remedial action, which may be coaching, or training. For training, feedback these needs to the trainer & assist in the preparation & delivery of training requirements to ensure that there are minimal gaps & staff are productive in their role.Ensure that all non-conforming shipment information (i.e.damaged partial delivery,etc) & customer complaints and claims are actioned & analyzed for trends.Provide managerial support & guidance to all direct reports and ensure that all staff appraisals are scheduled & conducted within company time frames.Keep abreast of customer service techniques, new methods, equipment & technology in order to improve the customer service department’s service offering to customers.

Inbound team: Quality check of answered calls by the agent and giving them feedbacks for improvement. Reaching to answer spot questions on products and service of agents to reduce call time. Outbound team: Making sure that trace is registered post transit time and feedback of traces are updated to clients and on system every day until closure of cases. Key accounts: Making sure that agent has replied to their mails, sent reports on day to day basis and all complaints are closed in minimal time.Maintaining records of Sick, Causal and Annual leave taken for HR purpose. Scheduling roster monthly and in case of any short staff due to sick or emergency leave.Handling escalated calls or Complaints by inbound/out bound agents. Handling direct complaints by e-mails/ calls or raised by customer or sales executive. Maintaining DDP records for the month and sending to accounts department for billing. Sending service update to line hauls and Skycom offices within UAE and GCC. Taking decisions independently and if needed, reasoning out if asked by management with regards to any payment / non-payment issues of client. Excellent in handling /Closing cases with the solution of hieratic clientsHandling of Ship Ace Customer Service Team, Calls, Emails, Online Chats etc.Preparing daily reports for the calls and track & Trace.

Monitoring Marketing and Sales FunctionsHandling Sales and Marketing related activitiesPreparing Monthly MIS for SalesPreparing Marketing Plans and presentation to prospective CustomersSupporting in sourcing and helping in preparing LPOMonitor sales targets fixed by management on monthly basisMonitor receipts of customer payments in time and follow up on the sameManaging day to day functions of Sales TeamSupporting Seniors in compilation of various MIS reportsArranging the final negotiation meetings for big contracts at CEO levelConducting Customer Satisfaction SurveyResponsible for the higher conversion ratio by converting the inquiry into sales.Responsible for counseling & convincing the inquiresHandle Office Administration workSupporting Logistics Function

Preparation of all reports required for Executive and Strategic meetingsData analysis using statistical tools and hypothesis

Six Sigma CertifiedCertified trainer for Lean – 5S / Visual factoryCalibrated trainer for RCA, FMEA and Basic ISODeployment of quality assurance and control frameworkDrive continuous process improvementsDrive operations performance reviewManage and maintain customer comeback and perform RCADeployment of robust CCRP mechanismClient relationship managementDeploy and drive best practicesDeployment of ISO 9001:2000Deployment of Lean 5S ActivitiesWeekly dash boards and SLA review with clientsPreparation of Month End Activity calendar and tracking the completion of the activities for all Accounts Payable and helpdesk processesKey Responsibilities:ISO audits across processes internallyCalibrated trainer for RCA, FMEA and Basic ISO.Performing RCA in the areas where high number of errors or where SLA is not being met.Risk Assessment (FMEA) pre and post transition of new programsConduct Regular CalibrationsCertified Six Sigma Resource (Improvement from 20.35% rejects to 2.15% rejects)GB TrainedCertified trainer for Lean – 5S/Visual factoryDaily Responsibilities:Floor support post go-live (Subject Matter Expert)Preparation of Month End Activity calendar and tracking the completion of the activities for all Accounts Payable and helpdesk processesWeekly dash boards and SLA review with clientsSubject Matter Expert for the teamPreparation and reporting of monthly SLADeployment of quality checking proceduresDrive continuous process improvementsDrive operations performance reviewManage and maintain customer comeback and perform RCACreate and deploy robust CCRP mechanismDeploy and drive best practicesDeployment of ISO 9001:2000Deployment of Lean 5S Activities

Responsible for deployment of quality assurance and control framework and initiatives.Completed a Six Sigma project. The Vendor set up reject percentage was 20.35% at the start of the project which was brought down to 2.15%.Received multiple Client appreciation in terms of successfully managing the quality of the team and the completion of YB project beyond expected targets.

Centrica is a leading supplier of gas and electricity to UK residential and business customers; providing central heating and gas appliance installation services. At WNS, We were managing their meter reads and billing which consisted of about 1,200 FTEs.Transitions: Was a part of the transition team of this process from UK responsible for knowledge transfer and offshore trainings.Key Responsibilities:Creating training planTraining the team for go-live along with assessmentFloor SupportSubject Matter ExpertIssue ResolutionManage weekly client callsDeploy quality assurance processesRisk Assessment using FMEAPrepare and monitor action plans for improvementsQuality review with the process ownersMIS reportingCalibration exercise with the clients

Was a part of the transition team of this process from UK responsible for knowledge transfer and offshore training and later moved to a Quality role

Mphasis BPO Services is a leading U.S. based remote e-services company. It provides high quality, value added contact center services and Business Process Outsourcing (BPO) services to Fortune 500 companies. It has contact centers in Bangalore and Pune, India offer's English language support in an ISO 9001 certified environment. It also provides Spanish language solutions through their Tijuana, Mexico contact center facility.Key Responsibilities:Responsible for providing internet resolutions to customers for making payments and account transactions online.Providing assistance to customers with online registrations, connecting to the ISP, modem troubleshooting, Outlook Express Web-client configuration, domain and web space related assistance. Selected to train for the retention team.Was sent to U.K., London for additional training and understanding the clients needs and requirements, listened to live calls to understand the quality requirements and developed strategies to improve the quality of service provided. Was also required to give inputs from a customer's perspective, on the marketing strategies designed by the clients for new products to be launched.Promoted as a Level 2 - Supervisor, responsible for escalations and handling the floor in the absence of the Unit Manager.

Key Responsibilities:Responsible for Client ServicingResponsible to maintain a record of all customer complaints and feedbackResponsible for following up on all complaints and closing the issues after they were resolvedAssisting Dealers to provide excellent service for Customer Satisfaction

Responsible for handling the ReceptionResponsible for daily office workDrafting Letters and getting Hotel bookings done and making travel arangementsHandling Appointments of the MD