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.

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.

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.