Mohan Mb Email & Phone Number

• I have 11yrs of working experience in BPO• Handling the grievances of the employees along with the line HR and making the strong and safe working environments for the team mates• Mainly concentrating on the key performance indicators such as AHT, Quality, and FCR with the stipulated calculations prescribed by the Cisco monitoring system & the management• Generating Daily, weekly & MTD performance reports to determine the grey areas and fixing a plan to overcome from all the obstacles in the upcoming occasions• Analyzing the performance reports to emphasize the areas of improvement in order to provide better solution• Played a pivotal role in in convincing the employees to retain them in order to control the attrition of the process & company• Excellent Project on FCR (First call resolution) to examine the trends in order to ascertain the solution for the improvement in standards• Analytical records of down time trackers and floor trackers for the sophisticated database which assist the future needs & occurrences• Designing the flow chart hierarchy for each escalation matrix while handling Escalation team• Implementation of data capture technology via excel to record all type escalations and analyze the same to the provide feedback to management• Good experience of handling non-voice/Semi Voice queue’s ( Email Team & Complaints handling Team )

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  St Anne'S High School Bagalkot

  High School/Secondary Diplomas And Certificates