*Oversee and manage all operational and administrative functions.*Ensure efficient workflow, resource allocation, and cost management.*Lead initiatives to improve service delivery and client satisfaction

Achieve daily review targets with accuracy & meeting the SLAs defined● Work towards minimizing the error rate● Manage inventory and capacity for the team and process.● Give constructive feedback on errors marked & analyses error trends for analysts; accordingly suggest refreshers for product training● Work closely with Quality & Training teams to drive continuous improvement initiatives● Identify Support trainees & bottom quartile analysts come up the learning curve and help them achieve productivity & quality targets● Find out ways to drive productivity and Quality culture within the team and recognize top performers● Deliver Production Learnings workshop on common issues identified / best practice sharing at least once a week● Conduct at least 2 Calibrations per month with the Quality team● Participate and contribute in daily calls with Client for inventory management and Quality review● Work overtime when needed to meet critical deadlines● Transport arrangement, Attendance, leave tracker, one to one every month with each individual of the team.● Complete adhoc tasks and projects as needed

To Work as a Quality Analysts Or Auditor to Audit payment processed by the agents.● Monitoring processing steps and process knowledge of the agents.● Developing improvement plan, taking sessions and huddle to improve knowledge and process based on the plan.● Analyzing weekly data to find out the route cause for the errors being committed by the agent while payment is done. Identifying training gaps and highlight the same to the management. ● Preparing Monthly Transaction Data (MTD) ● Handling client escalations, organizing appropriate Quality awareness and calibration meetings.● Achieve daily review targets with accuracy & meeting the SLAs defined● Work towards minimizing the error rate● Give constructive feedback on errors marked & analyses error trends for analysts; accordingly suggest refreshers for product training● Work closely with Operations & Training teams to drive continuous improvement initiatives● Support trainees & bottom quartile analysts come up the learning curve and help them achieve productivity & quality targets● Find out ways to drive Quality culture within the team and recognize top quality performers● Deliver Quality Learnings workshop on common issues identified / best practice sharing at least once a quarter● Conduct at least 2 Calibrations per month with the team● When needed Participate and contribute in weekly calls with Client, operational team meets & training sessions● Work overtime when needed to meet critical deadlines

Worked as a Provider’s Claim Resolution Specialist (US BASED HEALTH INSURRANCE COMPANY).● Worked as an OJT, supported new agents to gain product knowledge and claim processing. Taken training sessions.

To work as a Coordinator or as a Bridge between Reliance NOC and customer’s NOC.● Taking instructions from Reliance NOC Engineer and coordinating with customer for the same. Checking the link status by using some networking commands. ( packet drops issue, latency issue, link flapping) ● Expediting the fault resolution by escalating the issue.● To work on Lotus mail and handling mails of customers and of our network team and escalating the issue to the concerned team, if required.● NNOC had started a new desk called comprehensive desk. I was the first member of that desk. They were making this desk improved by taking my feedback with the help of my work experience.

Online correction and offer activation taken by customer● Handling billing complaint raised by the front end CSRs and resolving the problems by giving online waiver to the customer if required. ● Work on Lotus mail and handling mails of business & customers and escalate the issue to the business, if required.● DTH back office was a new process in RelianceBPO. As a team our responsibility was to give some feed backs to the business to find out the weaknesses and strengths of services so that company could work in a proper way and implement services and give first time resolution to the customer as well as ensure that which is the best way to satisfy the customer.

Taking calls of Rim Prepaid and Big TV customer and listening problems regarding network, billing, offer change plans and providing them first time resolution as well as educating them about new offers.