Leadership:Oversee daily activities and supervise a team of Customer Service Representatives who provides technical support to the company’s customers.Solve all major customer problems/queries that subordinates are not able to solve earlier.Train and supervise customer service professionals to ensure optimum satisfaction of clients.Manage a team of Client Services Associates that focused on meeting Customer Service efficiency and quality standards.Lead the process of hiring customer service representatives.Notable Achievements and Initiatives:Exceed targeted results in customer retention, client expectations, sales and support service as well as other customer service goals.Designed a quality control program and implement standards to coach employees toward high performance and success.Assisted the department involved and top-level management in solving severe issues which may have been produced due to the firm’s services or products.Other Key Functions:Assisted and advised customers regarding the usage and benefits of the organization’s products and/or services.Communicate with customers to receive their valuable feedback and suggestions for improvement in the firm’s products/services.Create and maintain a tailor-made customer care training program.Provide customers with on-the-spot solutions, when necessary; refunds were arrangedMaintain reports and documentation related to discussions and feedback provided by the customer and presented reports to the appropriate department to enable further improvement in products/services.

• Responsible for periodic resource estimation and planning based on current attrition rates, increasing volumes and buffer estimation.• Participating in Operations interviews • Monitoring team performance• Pitching new clients for new projects and business.• Handling Client calls, preparing weekly and monthly reports, maintaining Rule Books, SOP’s & Quality check.• Controlling Absenteeism and Attrition of the team.• Responsible for resource utilization.• Handling of team issues and queries effectively and timely escalation of the same as and when required.• Responsible For Shift Monitoring and Control.• Responsible for maintenance of Client Production Report, Turnaround Time (TAT) report, Client Accuracy Report and Internal Quality Report, Error and production reports, Daily dashboards.• Responsible for tracking process related errors and issues and giving feedback to team members on errors and suggesting methods for improvement on the same.• Analyzing the root cause of an issue/problem and resolve the issue/problems faced by the team.• Ensuring process improvement by identifying areas and methods for improvement (Re-engineering) and implementing any changes approved on the process.•To mentor, motivate and lead team members towards project completion and providing technical leadership at process level.

To mentor, motivate and lead team members towards project completion and providing technical leadership at process level.Responsible For Shift Monitoring And Control.Participating in Operations interviews with the Process Director or functional heads.Maintain production reports and trackersTry to pull out the daily production targets required from the associatesResolve as much of Queries of the associates to get good Quality scoresAttaining Clients calls and respond to the Client mails for getting clarity of the issues and Queries.

Doing Quality check for the Associates.Providing feedback and corrective measures to Associates.Preparing Error Reports

Doing research to verify the Data and update in the software.Validating and verifying the Data in the Software in a required format as per client requirements

Preparing MIS reports.Doing Quality check for the Associates.Generating check lists for preventive measuresProviding feedback and corrective measures to Associates

Preparing final Balance Sheets of the company.Tracking the cash inflows/outflows of the Company.Verifying & approving the reimbursements of the employees.

Handling day to day cash and bank transactionsMaintaining books of accountsDoing data entriesDoing bank reconciliations