Customer Excellence:To provide the best customer service experience to the customers, ensuring that the products meet satisfaction of the customers and end users. Support customers facing teams in identifying and implementing best practices through continuous feedback. My objectives are to streamline the organization’s activities by defining processes in requirement gathering planning, development and delivery and to ensure that the organization achieves it. Training & Development:Conduct Training, Certification Programs and Re-Training workshops for the organisation. Create training curriculum and program to equip the employee with product knowledge, essential skills as well as Customer Service training. Principal Trainer for Agent Certification Program. Quality Assurance:Assessing the Quality Assurance of both the call centre and retail teams through weekly calls monitoring and calibration, mystery shopping and calls as well as face to face assessments.Other Responsibilities:Coordinating Quarterly Roadshows at major IT Fairs.Processes and Workflow enhancements to ensure productivity is optimized.Managing the existing base of customers and work on projects to ensure growth in customer base.Crisis Management.