Jiju John Email and Phone Number

 Prepare and train on Standard Operating Procedures for new process and revisit to make changes as required. Prepare, schedule and perform training of new hires. Monitored recruit training, testing, and probation period to be considered for permanent status. Compiled, submitted, and maintained training records for annual certification of personnel. Developed training objectives and identified resources and activities necessary for accomplishing training… Show more  Prepare and train on Standard Operating Procedures for new process and revisit to make changes as required. Prepare, schedule and perform training of new hires. Monitored recruit training, testing, and probation period to be considered for permanent status. Compiled, submitted, and maintained training records for annual certification of personnel. Developed training objectives and identified resources and activities necessary for accomplishing training objectives. Keep and update knowledge base on process and procedures handled. Coordinate and implement all activities related to several training courses offered including course and sending out invitations to participants, instructor scheduling, maintaining sign-in records, ensuring correct room set-up and equipment, creating or ordering materials and maintaining inventory. Recommend research and develops training courses for supervisors. Provide inputs and support for mentoring program for new employees. Plan, organize and implement a range of training programs for new employees and old ones to achieve overall Performance and to increase quality of work respectively. Responsible to create a system to measure performance of the team members in BPO operations division of the company. Continuously strive to improve the quality and quantity of output. Responsible for communicating clearly and gather requirements from customers. Responsible to independently design process flow and enhancements and to ensure team works in the same flow. Responsible to quickly comprehend the functionality of other interacting software in order to support and add new development. Responsible to create a system to measure performance of the team members of the company. Responsible for travel if required within India as well as abroad to meet with customer representatives as well other centers of the company. Create and execute dail Show less

 Administered Training Programs, and maintained accurate schedules, records, and other relevant metrics. Participated in quality assurance activities to identify training needs, ensure appropriateness and proactively identify opportunities to improve the customer experience. Managed outsourced training performance and standards, leading by example. Managing customer centric banking operations and ensuring customer satisfaction by achieving delivery and service quality… Show more  Administered Training Programs, and maintained accurate schedules, records, and other relevant metrics. Participated in quality assurance activities to identify training needs, ensure appropriateness and proactively identify opportunities to improve the customer experience. Managed outsourced training performance and standards, leading by example. Managing customer centric banking operations and ensuring customer satisfaction by achieving delivery and service quality norms. Wrote and distributed training information and memoranda. Monitoring the post service activities like follow up with the customers, service reminders and handling customer grievances for superior customer service. Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members. Conducting and organizing process review meetings for providing feedback to the supervisors on areas of improvement. Determining training needs of employees and conducting suitable training programs to enhance their operational efficiency leading to increased productivity. Maintaining and Preparing MIS reports entailing to productivity, quality, staffing, etc. with a view to apprise management of the process operations and assist in critical decision-making process. Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes. Implementing quality improvement measures as per norms for continual improvement in the services, ensuring higher customer satisfaction matrix. Show less

 Administered Training Programs, and maintained accurate schedules, records, and other relevant metrics. Participated in quality assurance activities to identify training needs, ensure appropriateness and proactively identify opportunities to improve the customer experience. Managed outsourced training performance and standards, leading by example. Managing customer centric banking operations and ensuring customer satisfaction by achieving delivery and service quality… Show more  Administered Training Programs, and maintained accurate schedules, records, and other relevant metrics. Participated in quality assurance activities to identify training needs, ensure appropriateness and proactively identify opportunities to improve the customer experience. Managed outsourced training performance and standards, leading by example. Managing customer centric banking operations and ensuring customer satisfaction by achieving delivery and service quality norms. Wrote and distributed training information and memoranda. Monitoring the post service activities like follow up with the customers, service reminders and handling customer grievances for superior customer service. Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members. Conducting and organizing process review meetings for providing feedback to the supervisors on areas of improvement. Determining training needs of employees and conducting suitable training programs to enhance their operational efficiency leading to increased productivity. Maintaining and Preparing MIS reports entailing to productivity, quality, staffing, etc. with a view to apprise management of the process operations and assist in critical decision-making process. Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes. Implementing quality improvement measures as per norms for continual improvement in the services, ensuring higher customer satisfaction matrix. Show less

 Training new recruits in the customer service team or general introduction about the role of CRM, Debit Card operations for new employees in the organization. Monitoring Risk and Fraud related activities on cardholder accounts. Transition and Training of Customer Service processes from the bank to India Office. Developed and maintained the process documentation with regard to Customer Service. Training and maintaining all process flow documents on the file servers for… Show more  Training new recruits in the customer service team or general introduction about the role of CRM, Debit Card operations for new employees in the organization. Monitoring Risk and Fraud related activities on cardholder accounts. Transition and Training of Customer Service processes from the bank to India Office. Developed and maintained the process documentation with regard to Customer Service. Training and maintaining all process flow documents on the file servers for reference and updates. Preparation of reports of the customer service operations on daily, weekly and monthly basis. Institute a good relationship with the existing customers. Establish processes for new account generations. Accountable for retention related communications. Show less

 Responsible for giving solutions to customers on calls, e-mails. Mapping client’s requirements and providing them expert advisory services pertaining to selection of right banking products. Responsible for handling escalated calls or problem scenarios. Interacting directly with clients and redressing queries and issues to their optimum satisfaction and resolving crucial and long pending complaints at support level.

 Responsible for drawing various annual maintenance contracts, security / house keeping contracts etc., up country and head office. Processing of various bills, maintenance of records with respect to expenses. Preparation of purchase orders for various administrative activities with prior approval. Responsible for handling logistics (booking of hotels/flight and train tickets) Responsible for payment of bills with respect to electricity, water, maintenance fees, BSNL… Show more  Responsible for drawing various annual maintenance contracts, security / house keeping contracts etc., up country and head office. Processing of various bills, maintenance of records with respect to expenses. Preparation of purchase orders for various administrative activities with prior approval. Responsible for handling logistics (booking of hotels/flight and train tickets) Responsible for payment of bills with respect to electricity, water, maintenance fees, BSNL etc., Maintaining / authorizing indent and logbooks with respect to office vehicles. Responsible for handling transport (internal and external) Responsible for procurement of office stationary, consumables and maintaining the stock on month on month basis. Responsible for discipline and scheduling of office boys and drivers at head office and upcountry. Show less

 Giving solutions to customers on call. Meeting customers personally in case of escalation. Preparing monthly reports of the call center every month. Responsible for streamlining problems related to bill delivery time taken.