Key Responsibilities:1. People Management: Managing the overall performance (Productivity, Quality, Shrinkage and Attrition) of a team of 15 agents through regular monitoring, effective feedback/coaching and support. Also meeting Manager’s expectations for Process-related tasks and duties.2. Process Management: Maintaining the Process SLAs of Productivity, Quality & Client Escalations and Process OLAs of Shrinkage, Attrition, CSR Login Adherence, CSR Utilization, Client Complaints- On Time to Respond & Client Complaints- On Time to Resolve. Assisting with the daily functioning of the process by performing TL tasks and duties pertinent to the role.3. Client Management: Meeting the Client expectations through continuous support, process improvement initiatives and innovative tools to improve Process efficiency and FTE benefit.4. Data Management: Assisting with Data collation, reporting and analysis of various metrics for the Process. Also working towards greater Process efficiency by co-ordinating with the Recruitment, Training, Quality and MIS teams.

Sr. CSE (Underwriter) in the BARCLAYS Mortgage Loan Services- Assessments Process at SGS, Malad(W), Mumbai.Key Responsibilities: Underwriting Mortgage applications (From Submission to Offer/Decline) for Barclays UKRB customers with the assistance of the Standard Lending Policy.  Reviewing various income documents, monthly commitments, credit search and calculating the affordability for the mortgage applications to ensure they meet the required guidelines. Making critical decisions to lend or disapprove mortgage applications based on the overall merit of each mortgage application for the customer. Communicating the outstanding case requirements, case status and actions taken on the Mortgage Application to the respective channels viz. Brokers and Branch advisors via telephone and/or email. Achieving the targets for Objective KROs of Productivity, Case Quality, PKT scores & Unscheduled Absenteeism and Subjective Competencies of Discipline, Trust, Care and Value-Delivery required for the role.

Sr. CSE (Advisor) for BARCLAYS Information Advice Telephony (IAT) at IGSL, Malad (W), Mumbai.Key Responsibilities: Centralized Customer Service by providing general information about various departments & branches to customers and assisting with their queries and concerns. Achieving the targets for Objective KROs of AHT, Call Quality, PKT scores & Unscheduled Absenteeism and Subjective Competencies of Discipline, Trust, Care and Value-Delivery required for the role.

CSA (Customer Support Advisor) for CBNA Process, Citibank N.A.Key Responsibilities: Providing customer service by assisting with bank account balance enquiries, entries & transactions, funds transfers and other queries for Citibank N.A. customers. Achieving the targets for Objective KROs of AHT, Call Quality, PKT scores & Unscheduled Absenteeism and Subjective Competencies required for the role.

Part-time CSA (Customer Service Advisor) for UK Billing process of 3 Global ServicesKey Responsibilities: Providing customer service by assisting with Post-paid mobile billing inquiries, balances and call tariff & plans for 3G Mobile Services UK customers. Achieving the targets for Objective KROs of AHT, Call Quality, PKT scores & Unscheduled Absenteeism and Subjective Competencies required for the role.

Life Insurance Advisor for Tata AIG Life Insurance Co. Ltd.Key Responsibilities: Promoting, explaining and selling various Tata AIG Life insurance policies such as Term, Endowment, Health, Critical Illness & ULIP policies by explaining their need-based schemes & benefits to prospective customers as a licensed IRDA Life Insurance advisor. Achieving the targets for Policies sold and Policy Sum Assured as required by the company.

Performer Artiste for Mad Hatters Event Management Co. Pvt. Ltd.Key Responsibilities: Performing at various events such as Birthday Parties, Anniversaries, Family functions, Corporate Events etc. with games hosting, singing, clowning, juggling, ballooning, tattooing, fun activities and also preparing decoration.

Team member for E-Funds International India Pvt. Ltd. (West Teleservices)Key Responsibilities: Providing telephonic customer service by assisting with orders, product queries and up selling for tele-caller customers. Achieving the targets for Objective KROs of Calls Answered, AHT & Call Quality as required for the role.