Jyothi M Email & Phone Number

Bengaluru, Ka, In

Bangalore

Helped establish new client relationships, which led to an increase in revenue of 2X over the previous year.Work with the director to develop stakeholder relationships, actively participated in Industry events. (AIU in 2018 & ICLAM in 2019)Complaints reduced to less than 1% from 5%.Automation of the processes through AI techniques and technologies to streamline and optimize various tasks and workflowsMaintain awareness of new industry innovations and standards that may present chances for expansion.Have been instrumental in setting up the teams such as Marketing, Helpline, CRM, Website development. Providing experience and advise on operations projects and systems, as well as assisting in maximizing the company's operating performance and reaching its financial goals.Manage the insurance company's client relationships

Bangalore

Bengaluru, Karnataka, India

Bangalore, Corporate

Handle Pan India customer support - Inbound & Outbound voice, Emails, Chats, Complaints, Renewals, CSAT, Digital, Short code message,NPSSIGNIFICANT ACHIEVEMENTS• Transformed cost center into profit center within 2 yrs by improving renewals from 1.2 million in 2012 Dec to 12.4 Million in 2014 Dec & 35 million in Mar 2017• Handling a dual role of Motor reporting, analytics and contact center operations for 4 yrs. • Reduction in call handling time by 30% in 2014 further 20% in 2016 Dec. • Reduction of 7 resources through process improvement projects initiated at contact center in 2015• Reduction in SMS cost by 60% by changing the service partner with additional benefits in 2016 & further by 20% in May 2017• Set up end to end digital process (Sales, Ops, Back office, Call Center)• Key Contributor for the Sales force CRM implementation at the contact center & claims Reports project automation's.• Web/online self service, IVR self service lead.• 4 projects completed successfully with a savings of around 7.5 Million• Certified internal ISO Auditor, completed leadership development & mentorship training

Bengaluru, Karnataka, India

Bangalore

Key Responsibilities • Achieve the revenue targets, KPIs and SLAs. Well equipped with Dialer. Manpower planning• Drive people management, P&L• Manage a team of 170

Bangalore

Significant achievements• Managed a team of 280 executives and 14 team leaders.• Attrition below 3% & Gross profit at 50% for the process• Was Promoted from Team Manager to Assistant Manager• Completed Six Sigma Green Belt. Personality Development training• Developed leadership skills amongst team so that they are able to take on larger responsibility.

Bengaluru, Karnataka, India

Bangalore

Significant achievements• Team was the topper in all the KPI’s for 3 consecutive months• 14 executives moved to different roles within 1.3 yrs (team of 15)

Mumbai, Chennai

Significant Achievements• Successfully migrated the process from Mumbai to Chennai for the South region• Handled a team of 95 executives for a period of 3 months and stabilized the process • As a single team leader, achieved the overall SLA’s for the region

Bangalore

Commenced career with America Online as a trainee customer care consultant Significant Achievements• Got promoted as CCC and Senior CCC. • Top CSAT executive award• Perfect Attendance award for the year

Bengaluru, Karnataka, India

Executive General Management Programme, Business Administration And Management, General

Develop competence in the disciplines and skills associated with general management. Provide guidance to think through advanced business.

Bachelor Of Arts (Ba), Business/Managerial Economics