Philips Tourangbam Email & Phone Number

New Delhi, Dl, In

Noida, Uttar Pradesh, India

Gurugram, Haryana, India

Currently managing the Quality Team.-Revamped the Training Content, Structure & lessons plan for smoother Golive transition-Worked with multiple Agents, Supervisors, Managers from multiple LOB to implement a successful training Program with contributions & sessions alignment to the product experts -Conducted External & Seller Trainings based on Feedback and Top Queries-Successfully implemented a CRM project from Initial Testing phase to full adoption -Led the CRM usage training for the Enterprise Team - Onboarding & Support-Monthly Quality & Training Data Presentation & Reporting to Stakeholders - Internal & External-MBR reporting with data analysis & Short Term-Long Term action Plans & Follow-up - CSAT, AHT, FRT, OTR, FCR, ARR etc.-Weekly, Monthly & Quarterly NPS Reporting + Insights-CSAT Analysis + Reporting-Successfully initiated & ran Ticket Reduction Project-Implemented a unified Client Information & Account Managers Actionable tracker with 7+ KPIs to effectively Track Client Health-Client Connect activities for Health Check, NPS & Support Feedback-People Management & growth oriented TTT/TTQ sessions-Conducted RCA & Calibration sessions on a fortnightly basis for process improvement-Team management & coaching to identify areas of improvement & increase productivity

Gurgaon, India

Managed e-commerce Chat, Voice & Social Media Teams & Travel Process with a team size of 10 in e-commerce & 2 in TravelClub Factory - Chat(2), Voice (4)& Social Media(4)Mann Travel - Quality & Training (2)Joined as Assistant Manager Quality & Training and then got promoted to Deputy Manager in Jan'20-Introduced unified QMF for e-commerce to increase learning & knowledge transfer across LOB - Chat-Voice-Social Media-Data Presentation & Reporting to Stakeholders - Internal & External-WRM/MBR/QBR reporting with data analysis & Short Term-Long Term action Plans & Follow-up-Identifying & creating framework for achieving target SLA & KPIs-People Management & growth oriented TTT/TTQ sessions-Supervisor Training on QC Tools & Kaizen sessions for continuous improvement-Process transition management for Travel Process - Trained first 14 Batches along with Team leaders, Quality Analyst & Trainer-Conducted RCA & Calibration sessions on a fortnightly basis for process improvement-Excel Training for supervisors & grooming sessions for internal resources identified during monthly tests-Conducted EWS management with HR & Ops to control attrition-Identifying key issues via 7QA methodology & PCDA cycle to ensure quick response & effective measures to achieve targets-Team management & coaching to identify areas of improvement & increase productivity-Conducted Monthly review sessions for all supervisors along with assessments geared towards effective knowledge transfer & retention-Effectively led the transition to Work from home as of 23-Mar-2020 with knowledge base transferred to google sheets & forms-Successfully conducted online calibrations & weekly meetings with real-time online reports for stakeholders - internal & external-Undertook additional WFM/MIS responsibility during the transition to share billing,roster & real-time manpower management, service volume Planning & Management related reports for the Work from home team

Gurgaon, India

Gurgaon, India

Joined as an Agent in the first batch in Aug'13Promoted to Quality Analyst in Jan'15Promoted to Sr. Quality Analyst in Jan'17-Mentored 4 QAs post their IJP clearance & conducted sessions for effective transition to their roles-Revised QMF for Travel process & increased productivity for QA Team overall post analysis of the audit trend & data capture-Effectively reduced auditing time for the team by modifying the internal QMF to capture data more effectively & allow for easy transfer/co-relate to CSAT & Quality Matrices-Introduced Unified CSAT/DSAT Evaluation form for Operations & Quality and increased CSAT for the processBritish Airways - Customer Service & Change Booking

New Delhi Area, India

Bachelor'S Degree In Hmct, Hotel Management & Catering Technology, A

Mathematics And Computer Science, 6Th - 12Th