Responsible for WebChat and Back Office operations, for a major telecom service provider in the UK

Involved in Project Management, Customer Relationship Management, Integration of new business & systems, Quality & Brand Management, Learning & Employee Development, Resource ManagementHad ownership of deals/processes which covered Customer Service through all contact mediums, including Live Chat. I was also responsible for Back Office operations for a major US Credit Card company - handling Disputes, Case set up & maintenance, and Remittance CaptureOrganized & controlled programs with respect to cost, resource deployment, time over-runs and quality compliance Responsible for NPS transformation and enhancing Customer Experience.Offered domain expertise to enhance present business and readiness for additional businesses Defined service standards and guidelines that served as a benchmark for excellent service deliveryMet deadlines and turnaround time without compromising on quality norms, adhered to SLAs & maintained CTQ (Critical to Quality) targetsBenchmarked best practices and reviewed matrices to ensure consistency in quality of interaction with clients and to foster continuous improvement in service levels

Key Achievements: Promoted from Data Agent to Team Leader Optimized staff productivity & cleared back logs with no overtime, thus reducing cost and increasing efficiencyJob Profile: Part of the pilot team set up to handle British Airways’ Customer Service Department Dealing with customer complains addressed to the CEO Understanding of the airline industry & working in a cost effective manner

Handled all sales related functions for South Mumbai. Developing and providing quality service to existing clients and achieving company targets. Some of my reputed clients were · Coca-Cola Motorola, AMEX, I.C.I.C.I

Assisting the Financial Controller in all accounting procedures pertaining to the hotel.