Oliver Shaun Antony Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

India

Oversees and evaluates Customer Service Assistants and activities in a manner, which ensures high customer satisfaction through excellent customer service by meeting operational goal timeliness.- Assist Customer Service Manager in personnel management.- Provide Training & customer needs to the team to ensure continual process and service improvements.- Manage a Team of 8 and assisted to manage a team of 17 in the absence of other supervisors.- Reporting on Team performance, Team management data and training data to the Team and Management.- Provide strategies and inputs based on the situation to benefit the team and reach the goal.- Actively involved in Quality Check and Error mapping to spearhead and identify the errors as to reduce future instances by inculcating the team to learn from the pain points caused due to errors in processing.- Manage the queues so that the TAT is taken care of and in ordinance with the preset KPI.- Continuous drive to ensure that the Quality and Productivity is met form the Team.- Quality management and control testing to maintain quality standards for the whole team.- Compilation and analysis of performance trends for the team to track as well as improve team's performance.- Conduct regular meetings with the team and management on updates and process implementations.- Provide backup support for the team in terms of people management and allocation for the daily tasks.- First point of contact to analyze, resolve and detect issues with regards to queries from the team.- Maintains work hygiene and decorum on the floor to ensure the best productivity.- Effective time management to see all tasks and goals for the team are met for the day.- Assist the Manager with the interview/recruitment process and conduct preliminary screening for potential candidates.- Focus on customer satisfaction and experience through quality and accuracy in daily process activities.

Bangalore

- Supported the Sales team to meet the targets and customer related arrangements. - Effective coordination between the various departments to solve customer queries.- Handholding critical situations from various order related incidents and stages.- Tending to various invoice and documentation amendments.- Always obtaining a good customer experience score both Internal and external customers.- Keeping a 100% mark on SLA and case ownership. - Multitasking on various tools and applications to accurately deduce the issue and resolve.- Troubleshooting and problem solving on the cases received to provide accurate and professional solutions. - End to end support on any order related queries and post support for any customer related grievances. - Worked with multi-cultural co- workers & clients in order to fulfill the needed tasks - Provided support for 2 Regions (India and Australia/ New Zealand)

Bengaluru Area, India

-Handled a head count of 50 agents for a North American process (Voice/Non- voice.-Tended to executive level escalations and general grievances of the customers. -Provided constructive feedback and updated information to agents on daily basis.-Adhered to operational reports and set expectations with the staff. -Supported and managed the operation in absence of the Sr. Manager.-Maintained daily operation issues with the process. -Reviewed financial requests applied by the staff for rebates or fund adjustment to the business’s customers. -Assisted in case management and scrutinizing vital cases.-Adhered and drove the processes SLA as well as requirements.

United Arab Emirates

-Customer interaction.-Handle Customer accounts. -Accurate documentation.-Report management and daily update mails.-Files maintenance.-Application for various health certificates.-Update clearance trackers.-General administration responsibilities.- Situation handling & problem solving. -Communicate constantly on day to day transactions with the customer.

United Arab Emirates- Dubai.

- Dealing with multi-cultural customers.- Oversee a section or sections in operation, delivering high standard of customer service.- Handling any immediate customer grievances or queries and problem solving.- Preforming card transactions and aiding in cash payment process.- Carrying out training.- Working as a team to achieve targets.- Maintaining and performing day to day checklists for preparation and operation.- Stock check and inventory of supplies and equipment.- Assisting the management with any additional tasks required.

Palm Jumeirah, Dubai, U.A.E.

-Customer handling, service recovery and Up-selling techniques.-Maintaining sales reports.-General outlet operations and planning.-Conducting training for staff.-Working as a team and leading subordinate staff to achieve daily goals.-Managing and allocating staff for various duties.-Assisting the Restaurant Manager in daily functions & reports. -Restaurant operations and functioning.-Inventory management. (Stock maintenance according to budget, Cost cutting methods, Inventory etc.)-Time and resource management. (Store requisitions in charge – ordering stock for outlet operation, duty allocations, etc.)-Day to day cashiering of the sale of the department & float maintenance. -Training scheduling and planning.

Hotel Management, Retail Management, Human Resource Management, Organisational Behavior.

Activities and Societies: Department Theater group.- Successfully completed additional certificate course in Bar management at Turnkey.

12Th, Commerce.

- Accounts. - Business Studies. - Economics - History.

10Th, Schooling.

Activities and Societies: Was in charge of Design & Art for the school's interiors.- Chemistry. - Physics . - Biology. - Maths.