My roles and responsibilities are as follows but not limited to-1. Annual Schedule of Rates (ASR) and margin analysis 2. Expense Control 3. Collection 4. Renewals 5. Vendor management 6. Retail Management 7. Cost optimization 8. To build and expand the community using various methods9. Create a collaborative environment amongst members through events and partnerships 10. Client satisfaction and service delivery which leads to the following: a. Maximum renewals b. Maintain an excellent CSAT score c. Every member being a Brand Ambassador in the communityIn addition to the above, I also am responsible for:1. Training and People development2. Facility Management 3. Ensure smooth operations4. Diligence towards Preventive Maintenance Calendar 5. Adhere to Compliance & Protocols6. Execution of activities directed towards Client Engagement & Brand Initiatives, CSR7. Execution of all Company Driven ideas and initiatives8. Collaborate within the Team & other stakeholders to drive execution

 Monitor calls and emails on communication and soft skills parameters Monitor and coach agents on grammar, pronunciation, syllable stress and other aspects of the English language, culture etc. Provide consistent coaching and feedback to enhance employee performance Support floor training initiatives  Intermittently assist in design and development of training material Provide feedback and input training content enhancement and development of training material Develop action plans for the bottom quartile and ensure they move up the learning curve Worked with multiple teams and processes

 Resolving customer queries relating to policies, payments, absences etc. Documenting and escalating/directing employee relation queries or grievances to the appropriate team Work with multiple teams within the process to resolve customer requests Adhere to process & soft skill related parameters to ensure maximum accuracy and appropriate call etiquette Keep the team updated with the latest news and updates within the process Provide floor support and handle supervisor calls in their absence Worked on Siebel & SAP

 Processing student loan applications  Comply with all process related parameters to process application To run credit checks and ensure applicant meets all requirements for further processing Ensure to direct documents and application to the concerned team for further processing

Credit and collection requests for international business

Outbound sales