- Leading a Customer Service team to serve customers in both on & offline as real state solution provider to ensure buy, sale and rental services.- Prepared performance based KPIs for employees to ensure daily 20% leads and 85% of quality scores.- Increased Agent occupancy level up to 90% from 40% with effective automation & necessary training.- Supervised a retention campaign for churn-based clients to serve inappropriately handled clients.- Introduced several reporting automation which improved daily reporting efficiency by 50%.- Introduced 1st ever knowledge based portal for Customer Service department.- Introduced 1st ever automated inter department escalation process through Google Sheet.- Prepared, designed and implemented CSAT survey to measure individual agent score based on customer satisfaction

- Developed a number of processes to handle complex customer queries and complaints in effect complex customer issues are being resolved within 8 working hours instead of 24 working hours earlier. - Prepared service level agreements to analyze and understand complex customer service issues, resolution and escalation. Also prepared the escalation matrix so that complex issues can be escalated to concern and get resolved with in the targeted time. - Perform as the key for all MIS activities for the department. - Perform and coordinate with internal stake holder for operational and business excellence. - Outbound campaign design, management, report & analysis. - Prepared campaign for CHURN customers and effectively made around 10% successful conversion. - Call center supervision, operation monitoring, reporting. - Call forecast, invoice validation, non-voice operation. - Preparing reports, escalation matrix, budget planning, inventory management and other development analysis for customer service.

People ManagementStrategic PlanningPreparing, Analysis and Forecasting Team and Floor Productivity, Quality, Occupancy and Feasibility.Preparing weekly, bi weekly, monthly and half yearly Team and Floor Presentation.Preparing operational statistics report, analysis and provide feedback.Identify potential agents and provide guidance and assistance for capacity building required for a higher role or added responsibilities.Continuous Monitoring of Floor available agents productivityContinuous Monitoring of shift KPI’s of Inbound OperationBased on monitoring necessary/instant action to achieve/optimize the KPIPrepare regular and ad-hoc reports related to Careline functions.Suggest or recommend actions to Careline management based on findings from analysis.Review, scrutinize and modify existing work procedures and develop new procedures aiming higher unit productivity.