Complaints Management Call Center OperationsProcess Automation/EnhancementPrepaid cards ManagementUATFunds Forecasting

• Monitor Service Levels (SLA) and call center KPI’s• Ensure call Quality score at the benchmark complying with defined SOP’s.• Data analysis and data reporting to management.• Managing Social media accounts of the organization for promotions and updates.• Process & policy formation with regards to Customer Service standards.• Migration of inactive customers to online platform through outbound calling.• Training to customer service staff on product, process and… Show more • Monitor Service Levels (SLA) and call center KPI’s• Ensure call Quality score at the benchmark complying with defined SOP’s.• Data analysis and data reporting to management.• Managing Social media accounts of the organization for promotions and updates.• Process & policy formation with regards to Customer Service standards.• Migration of inactive customers to online platform through outbound calling.• Training to customer service staff on product, process and SOP’s• Managing Email Support team to deliver best in class service to customersAchievements:✓ 90 % scores for organization in Happiness meter scores. (Smart Dubai)✓ Consistent complaints management with 98% closure within TAT.✓ 97% scores in DSES audits by Dubai Economic Department. Show less

• Team size of 1 executive and 10 associates• Ensure shipments reach customers premises on time• Coordination with Hub managers and fleet executives to provide resolution to customers • Responsible for customer experience & Business growth from existing customers• Service Requests and SLA management• Strategic planning for revenue generation from existing customers• Retention of customers & payment Collection before due date• Audits of operational floor both at… Show more • Team size of 1 executive and 10 associates• Ensure shipments reach customers premises on time• Coordination with Hub managers and fleet executives to provide resolution to customers • Responsible for customer experience & Business growth from existing customers• Service Requests and SLA management• Strategic planning for revenue generation from existing customers• Retention of customers & payment Collection before due date• Audits of operational floor both at inbound and outbound• Ensuring process compliance at all franchisee/COCO depots• Deduction management from payments• Root cause analysis & eradicating repeat issues Achievements: Best SLA Management across South Zone(4 states) Customer centric approach for delivering shipment at 1 AM Show less

Company Name : Aircel Ltd Designation: Assistant Manager Back Office Operations: (Postpaid) (Jan’2014 to Jul'16) Team Size ( 23 Executives )• Team size of 20 executives and 3 service partner desk at call centre for VRM (Virtual relationship management)• Responsible for customer experience complaints per subscriber and Unique complainants• Service Requests and SLA management• Control calls per Subscriber : Effective IVR management , Innovation / automation•… Show more Company Name : Aircel Ltd Designation: Assistant Manager Back Office Operations: (Postpaid) (Jan’2014 to Jul'16) Team Size ( 23 Executives )• Team size of 20 executives and 3 service partner desk at call centre for VRM (Virtual relationship management)• Responsible for customer experience complaints per subscriber and Unique complainants• Service Requests and SLA management• Control calls per Subscriber : Effective IVR management , Innovation / automation• Waiver management for postpaid subscribers• Track and provide resolution to critical escalations at legal desk• Cost reduction initiatives• Preparing RCA on CRM tagging, identifying critical errors on a regular basis to provide feedback to customer contact centers there by facilitating quality interaction with customers• Provide NHIT and refresher trainings to call centre and retail teams on complete tagging accuracy and basics of QRC• Track the quality of tagging done at all customer touch points to ensure accuracy of information being fed into CRM while interacting with customers.Key Achievements:• Best Performer in 2015 (Q3) for Revenue mining execution (Postpaid)• Centralization of QRC process for the circle• Awarded with a Bravo for consistent SLA management• Waivers to customers were within allotted budget to meet EBITDA Show less

Designation: Senior ExecutiveCall Center Management (Inbound/Outbound) : (Apr’2009 to Dec’13) 350 seats Call Centre• Monitor Service Levels (SLA) and call centre KPI’s• Effectively participate in all New hire training and induction batches to share Company Overview.• Ensure call Quality score to the benchmark complying with defined SOP’s.• To accurately document and report on all relevant inbound issues to concerned departments.• Ensure ideal update of Knowledge… Show more Designation: Senior ExecutiveCall Center Management (Inbound/Outbound) : (Apr’2009 to Dec’13) 350 seats Call Centre• Monitor Service Levels (SLA) and call centre KPI’s• Effectively participate in all New hire training and induction batches to share Company Overview.• Ensure call Quality score to the benchmark complying with defined SOP’s.• To accurately document and report on all relevant inbound issues to concerned departments.• Ensure ideal update of Knowledge Management portal and website basis product launch/update• To liaise with Marketing/sales teams to ensure co ordination for all products and projects.• To provide operational support to relevant internal departments for the implementation of new products / process & services.• To constantly seek to identify new or improved ways of working and enhancement of call centre operations.• Ensures the delivery of Customer Care services to agreed standards –– provide inputs to Corporate to optimize the business processes.• Inputs for development of Self help channels to reduce call flow to call centre. Show less

Designation: Executive Team size ( 20 CSR’s )Inbound Call Centre (Feb’2006 to Mar’2009)• Timely resolution to customers on queries/requests/complaints• Registration of complaints and follow up for resolution.• Close looing each complaint registered.• To accurately document and report on all relevant inbound issues to all concerned departments.• Updating all new products from knowledge base to provide accurate info to customers.• Ensures the delivery… Show more Designation: Executive Team size ( 20 CSR’s )Inbound Call Centre (Feb’2006 to Mar’2009)• Timely resolution to customers on queries/requests/complaints• Registration of complaints and follow up for resolution.• Close looing each complaint registered.• To accurately document and report on all relevant inbound issues to all concerned departments.• Updating all new products from knowledge base to provide accurate info to customers.• Ensures the delivery of Customer Care services to agreed standards. Show less

Key Deliverables:Assist team members to full fill their targetsTrain & facilitate to work problems and participate in the work of the team.Provide information to the supervisor on performance for the team and individuals.Communicate assignments, milestones to the team and individual based on superior instructions, Prepare reports and maintain records of work accomplishments and administrative information as required and coordinate the preparation, presentation and… Show more Key Deliverables:Assist team members to full fill their targetsTrain & facilitate to work problems and participate in the work of the team.Provide information to the supervisor on performance for the team and individuals.Communicate assignments, milestones to the team and individual based on superior instructions, Prepare reports and maintain records of work accomplishments and administrative information as required and coordinate the preparation, presentation and communication of work related Information to the supervisor or the team members.Report to the superior periodically on team and individual work accomplishments, problems progress in mastering task and work process, and individual and team training needs.Maintain day to day MIS accordingly through the process of the Quality. Show less