• Triaging Adviser/User-related requests to the Customer Support Team members and monitoring daily queue on CRM Tools, Salesforce/Zendesk.• Handle Escalations & High/Critical cases through Internal and Escalations Process and cross collaborate with internal & external stakeholders to expedite client solutions.• Close collaboration with Sales Ops, FSS for Admin requests and Invoicing related user requests respectively, & Providing Weekly feedback for Customer Success Managers to include… Show more • Triaging Adviser/User-related requests to the Customer Support Team members and monitoring daily queue on CRM Tools, Salesforce/Zendesk.• Handle Escalations & High/Critical cases through Internal and Escalations Process and cross collaborate with internal & external stakeholders to expedite client solutions.• Close collaboration with Sales Ops, FSS for Admin requests and Invoicing related user requests respectively, & Providing Weekly feedback for Customer Success Managers to include scenarios in their webinars based on recent support requests raised by advisers.• Drive a fortnightly meeting (Service Forums) to discuss critical issues and RCAs with the Product Manager and Tech lead.• Planning of Workforce allotments and preparing rosters for rotational Shifts• Monitoring tickets that are pending on third-party data providers and liaise with respective vendors to expedite Client solutions.• Drive the team to continually manage central knowledge repository and Triage Checklist as well as amendments including the latest articles on a weekly basis based on added features in the product as applicable.• Hold Upskill Sessions on a weekly basis and drive the team to update the Skill Matrix/heat map of respective agents.• Drive Daily huddles ensuring team members' proactive participation/feedback.• Monthly Ticket auditing and providing necessary feedback to team members.• Cross Collaborate with various stakeholders across Australia and India on weekly basis to exchange important updates and action items.• Drive Quarterly Goal discussion with team members on agreed OKRs.• Ensure Team members are updated about the upcoming product enhancements/roadmap. Show less

Working in ICICI Prudential Life Insurance Company as Manager (Rajasthan), handling their distribution leader channel