Naveen Devnani Email & Phone Number

Hyderabad Area, India

• Working closely with the SOP Council Team and implement the required changes.• Managing the new hires, complete their on-boarding process and act a bridge manager for the new hires till they complete their training and Ramp in addition to managing my own team.• Managing a headcount of 50+ investigators.• Manages performance and behavior of investigators/L4(Team Leaders) through effective 1:1 meeting, coaching, and mentorship. • Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed. • Reviews and analyses performance metrics to identify areas of opportunity that will drive performance improvement. • Ensures that investigators have a clear understanding of the performance and behaviour criteria and how it impacts site performance and the overall Seller experience. • Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals. • Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.• Conducts Seller interaction audits and provide coaching to improve performance.• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.• Accountable for Managing Business level escalations - with Customer interaction and reporting to Senior level Leadership in Amazon.

Hyderabad Area, India

Hyderabad Area, India

Working as a Team leader with ICICI Lombard General Insurance PVT LTD since January 21st 2015.Handling a Team of 14 agents. It is an inbound call center and we offer services to existing customers who hold general insurance policies (Motor, health, Home Loan Credit Card Package).Ensuring team meets and exceeds the basic deliverables month on month.Conducting the weekly one on one’s with agents to understand their concerns and areas of improvement.Work with little instruction on day to day work, and achieve results when presented with only general instructions on new assignmentsConduct periodic Performance Appraisals to facilitate performance managementResponsible for managing leave requests in order to respect Earning Season calendarLiaise with all other support functions to ensure smooth operations and minimum interruptions for the working teamMaintaining discipline during the shifts and ensuring that no inappropriate activities are pursued by any associate while in officeResponsible to maintain confidentiality of information dealt withManages day to day team workloadResponsible for maintenance of production level and qualitative standard with best timelinessAssign work to agents and facilitate clearance of bins by end of dayResponsible for organizing, designing, structuring and developing teams for researching and subsequent processing of Financial / Business Intelligence informationConduct weekly team meetings to discuss updates, statistics, and other informationImplement action plans for team and individual performance improvementConduct monthly grievance and feedback session with teamMaintain the SOPs with the Process updatesMonitor production rate periodically and take appropriate actionAssigns agents on project, decision based on agent performance and knowledge attributes

Hyderabad Area, India

• Worked as CSA from May 07, 2007 – April 1, 2009 -Responding to queries via e-mail to worldwide customers. Escalating issues to internal teams. • Promoted to Sr. CSA role (April 01, 2009 - April 1, 2010)- Handled escalated issues- Provided process training to NHT's. - Participated in various Focus groups to make the workplace better.• Worked as a Subject Matter Expert for the New Hires• Have been to Philippines for a duration of 60 days for Process Migration• In Escalation Unit(Team Developer) role from April 1, 2010 – January 15th, 2015. - Overall responsible for their E-mail/Chat Handling i.e. Resolution, Quality and performance Metrics. - Provided First Contact Resolutions and this is the reason I’ve been moved to real time support team (Chat team).- Performing Quality Audits and providing feedback. - Actively involved in the process training. - Built rapport and trust quickly with clients and colleagues. - Actively participated and encouraged team members for Fun activities to build up ahealthy and light environment. - Quickly and effectively solve customer challenges. - Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service. - Handling various Projects for Process Improvement and Cost Saving from various methods.Business trip to Philippines on Assignment/Transition of Business: - Setting up of Chat support team at site Philippines – May 2011.- Set up was taken care before reaching the destination with the help of Capacity Planning team. - Provided chat etiquette and process training. - Performing Quality Audits and providing feedback. - Actively involved in the process training.- Played key role in the smooth transition of business- Had meetings with QA, Trainers (Process/Language) and Operations Team- My process and people management knowledge helped me in the success.