Naved Ansari Email & Phone Number

Mumbai, Maharashtra, India

1.Managing a team of support specialists looking after roaster planning,targets and projections.2.Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.3.Collaborated with upper management to improve customer service processes and support structures company-wide.4.Handled Senior management escalations in timely manner meeting company's SLAs.Responsible for hiring processes and keeping management updated on team performance.Overviewing ORM (Online Reputation Management).5.Responsible for monitoring the operations of the team and handling escalations at higher levels.Providing RCA and POA where required timely in terms of SLAs.6.Responsible for NCH (National Consumer Helpline) escalation management.Handling Legal complaints.

Mumbai, Maharashtra, India

Handling a manpower of 150 Agents/ Officers.• ICICI Bank Client Management on a daily basis.• Outbound Credit Card Generation for ICICI BANK.• Operational Head for Online card Generation as well.• Handling 6 Team Leads at a Time of my Tenure here.• Process team Head for Outbound Lead Generation.• Process Head for Finnex Team, with a manpower of 10 Senor Officers.• Projection Building for Credit Team.• Milestone Maintenance, Reports Handling.• Assigning Monthly Card Targets for Team Leads & Monitoring Performance.• Working on newly Assigned Projects from ICICI BANK.• Maintaining Client Relations & Process Building.Finnex Team Management following up with the 9 Locations In India• Maintaining call quality control above 90% for the Process.• Review handling for monthly Performance with ICICI Bank.• Conducting Interviews for IJP.

Mumbai, Maharashtra, India

• Handling a manpower of 75 Agents / Officers.• Client Handling on a Daily Basis.• Handled 3 Team Leads at a Time of my Tenure there.• Conference Call Representative with Onshore Clients in the US for Process related Updates & Escalations.• Projection Building.• Milestone Maintenance, Reports Handling.• Assigning Targets & Overlooking Team Leads Performance.• Maintaining Client Relations & Process Building.• Assigning Inventory For Team Leads to Work On.• Sorting Claim file with 85% Throughput.• Maintaining call Quality control above 90% for the Process.

Mumbai, Maharashtra, India

• Handling OJT Batches Upto 15 Officers, For 10 days.• Training & Grooming them about the on floor Practices.• Putting them through Certification by Client Clearance.• Been Promoted as Team Leader for Richfeel Sales.• Outbound Lead Generation For Richfeel enquired customers.• Meeting Sales target by the Client End's .• Maintaining Progress reports throughput month.• Maintaining Shrinkage & Attrition throughout the Tenure.Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.Mentored and guided employees to foster proper completion of assigned duties.• Meeting Milestone Set by the client every month.

Mumbai, Maharashtra, India

Outbound US Insurance Calling.• Handling escalation calls & Query Handling.• Resolving Provider issues with on Spot Feedback.• Provider call status & Claims Handling.