Parag Parab Email and Phone Number

Handling a team of 27 Relationship Managers. ● Core job responsibility to achieve activation , Reactivation and Revenue Generation targets through Equity, Mutual Fund SIP, IPO, NCD and TPP. ● Monitoring Compliance and Quality of the team.Monitoring RM day to day activity such as new activation, Reactivation, Reaching client database, Unique client traded, Average Revenue per day, Unique calling. ● Training on investment products and sharing feedback for improvement. ● Team Engagement activity. ● Coordinating with branches for resolving clients queries. ● Also, Part of DIGIFY PROJECT, A Separate team working on DIGIFY Account, From new account acquisition to investment product.

Be in charge of running and managing the team daily .  Set targets for all team members to meet up with .  Schedule and organize shift patterns for team members to ensure that customers are never left unattended to.  Understand all organizations products, services, procedures and guidelines and communicate same to all team members.  Prepare forecasts and budgets for the team.  Monitor all calls to ensure that due procedures and quality standards are strictly adhered to.  Facilitate and organize training session for all agents and participate in recruitment of new team members.  Recommend technical support needed to enhance job performance at the call center.  Conduct regular review of all call center agents performance and organize training sessions for under performers.  Submit regular reports to management and seek new ideas and strategies to improve team performance.  Keep up with trends and happenings in the industry and ensuring adherence to industry standards.  Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.

Crossing selling financial bank products.  Managing overall customer experience via contact centre related to general banking.  Providing appropriate and timely resolutions.  Meeting customer service targets, ensure redressal of customer grievances, address escalated issue in order to ensure smooth relationship with clients. People management - coaching, guiding & motivating team members.

Motivate team members to maximize their performance and efficiency and encourage upward flow of ideas and concerns from the team / individuals to ensure continuous improvement.  Assists with company coaching / development guidelines and meets set targets and timescales.  Supports compliance with all HR policies and procedures.  Monitors and ensures compliance on a daily basis.  Respond to requests from staff to process refunds or exchanges, ensuring that alternative products have been offered first.

Perform a quality checks on collectors based in U.S and provide feedback for improvement.  Create an encouraging environment at work to inspire employees for open communications,develop entrepreneurship skills and inculcate a sense of team spirit and accountability among them.  Helping the new employees and educate them on technical aspects, communication skills,application of knowledge, problem-solving abilities, etc  Verify compliance of call center activities with the prescribed rules and regulation.  Take corrective measures in case of discrepancies.  Forecast several requirements of the organization and prepare, in advance, to meet the needs, such that there is no degradation in quality as well as productivity of work.

Achieving weekly and monthly sales targets  Selling mobile phones, prepaid/postpaid plans and value added services through various channels like telephony, web chat and emails.  Handling customer queries regarding mobile phones and solving value added services and billing queries  Suggesting ideas for continuous process improvements Customer Service- Large broadband service provider (United Kingdom) Key Responsibilities:  Respond to incoming calls from the customers to solve queries and provide alternative options  Up selling various broadband plans whenever there is an opportunity  Help team leader to manage regular reporting and tracking of the process metrics