Prabhu Jayabal Email & Phone Number

Dubai, United Arab Emirates

Dubai, United Arab Emirates

Complaints Management Call Center OperationsProcess Automation/EnhancementPrepaid cards ManagementUATFunds Forecasting

Dubai, United Arab Emirates

• 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.

Coimbatore Area, India

• 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

Coimbatore Area, India

• 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 )

Coimbatore Area, India

• 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

Coimbatore Area, India

• 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.

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.

B.Sc, Computer Science, First Class

Higher Secondary, Mathematics And Computer Science, First Class

Sslc, Mathematics And Computer Science, First Class