Jambu Lingam Email & Phone Number

Chennai Area, India

Handled the project and ensured meeting SLAs.Ensure Transitions happen without any hassle.Ensuring proper Billing, Rostering & Rewards & recognitions.Reduce high attrition in Freshers batch which was a major concern of the process.Recruiting on time to avoid production loss and backlogs.Ensuring a clear communication strategy between onshore and offshore.Ensure that the process is ready for any internal audits.Present Project status to Manager & Customer lead at regular interval.Research & InnovationsCoordinated the efforts to revisit the training materials with more recent videos.Conducted tests & feedback sessions using Brand specific videos to reduce knowledge gap on specifc topics ( calibration)Trainings & tests based on MRC Errors were conducted to avoid similar errors.conceptualized the idea of tool (Market match tool) to reduce a specific category of error

The Profile Involves monitoring the Quality aspects of theCalls done at various call centers of Dell Inc.Calibrating the communication skills of the representative and grading them accordingly.Monitoring whether the representative has adhered to the policies and procedures when providing a resolution to the Customer in a call.Train fresh candidates on policies and impart project knowledge.Evaluate the quality of audits done and provide feedback and retraining to the agents in floor.