Mona Pathak Email & Phone Number

Chennai, Tamil Nadu

Kolkata Area, India

Kolkata, West Bengal, India

Pune Area, India

Improving overall quality Performance of service deliverance and increasing customer delightAchieving overall team productivity .Analyzing calls for different trouble shooting scenario to identify the root cause of complaints & taking necessary steps to eliminate all kind of process gapsMonitoring and maintaining quality of interaction with customers, in order to ensure that all relevant and accurate information is provided by executive on all calls.Motivating Team Member through proper coaching and counseling session, conducting One on One session to understand individual requirement and putting forward the same to training department, monitoring their performance and implementing corrective actions as and when required.Conducting briefing and de-briefing for the entire team & conducting rapid fire session as a yard stick to check grasping power.Recruiting employees taking interviews.Constant follow-up with backend dept. for providing appropriate solution to customer issue.Supervising the performance of new associates, which includes interactions with various departmentsProviding full-fledged training sessions for new hires.

Pune

Purview of work (Technical Support, Online Education, Payday Loan)Proficient in managing, motivating teams for running successful business process operations with proven ability of achieving Service Delivery/Process Targets.Initiate new policies, processes, measures, ideas to meet customer expectation & set targets of Productivity, Premium Amounts, login hours achievement and minimal attrition. Innovate & implementation of ideas within the project for employee motivation, retention, productivity, quality & performance enhancement.Implement best practices & good practices in operational excellence & enhanced productivity & Floor discipline.Excellent team building & leadership qualities and natural ability of coaching the team members to gain requisite knowledge and skills.Focus on Improving Business volumes as well as revenue generation