Komal Ruchie Email & Phone Number

Regina, Saskatchewan, Canada

Gurgaon, India

Gurgaon, India

• Monitoring calls to ensure adherence to service parameters and internal process and control.
• Takeover of irate/escalated calls as an SME, liaise with units and ensure follow up to facilitate accurate and satisfactory resolution for customers.
• Conduct performance evaluation of employees to identify target achievers and non-achievers.
• Ensure adherence to company policies and compliance guidelines.
• Conducting call calibrations to ensure minimal score variance on quality parameters across locations(Chennai,Gurgaon and Mumbai).
• Driving par excellence customer experience through feedback on repeat trends and observations.

New Delhi Area, India

• To send Pre-Proficiency Scorecard all across HR-BPO. It helped everyone to calculate and pull their own performance to the TOP.
• Worked on a Project for Multiple Clients (Allstate and CITI) to achieve complete Customer satisfaction.
• C-Sat update all across the process(YSA) which helped all the associates across the floor to keep a tab on their current scores, and to plan for the coming days/weeks accordingly.
• Send Daily Forms request to Onshore Team (Orlando).
• Mentoring the new employees in the team and help them in improving and maintaining their performance. My mentees have shown tremendous learning curve upon implementing my tips on how to improve the overall performance.
• Started the Mentor-Mentee Plan the Team. Have mentored several associates who has come up with exceptional overall performance.

New Delhi Area, India

• Taking inbound calls from the clients.
• Provide information regarding denial and approval of claims.
• Making MIS report, maintaining Attendance tracker.
• Provide process training to new hires
• Worked as HR Representative
• Organizing extracurricular activities and birthday celebrations for process.