Rajalakshmi Shankar Email & Phone Number

Bengaluru, Ka, In

Bengaluru Area, India

Bengaluru, Karnataka, India

Bengaluru Area, India

Bangalore

Handling end to end Customer Service team (Emails, Inbound / Outbound Calls and Chat) to provide best and enhanced customer experience. Manage day to day activities and customer escalations effectivelyStreamlining the process to improve the quality of the customer service teamWork in liaison with Tutor Operations Team, Academic Team and Sales Team for smooth functioning of the process and provide assistance when required Process Improvement Plans

Bangalore

Key Skills / Competencies & Achievements Was awarded the Best People Manager for Q4 2015Excellent knowledge about the utilities Industry in the UKHad minimal attrition in the teamEffectively handled both the voice and Non voice teams Part of the Pilot batch and streamlined the processAble to motivate and lead others in a team environmentDetermined the duties and responsibilities of individuals in a teamAnalysed the individual performance of each team member and motivated them to perform even betterDelegating responsibilities to the team membersHave ensured that SLA is always met every monthDuties and ResponsibilitiesHandling a Team of 35 members, both Voice and Non Voice Maintained Inbound SL of 85% for all the Inbound CallsCreated templates and reports as part of streamlining the processPlanning targets, monitoring numbers and achievement of overall targets on a daily, weekly and monthly basis in adherence to the pre-set standards Involved in the recruitment of new staffEnsuring all administrative records are updated correctlyEnsuring 100% adherence to complianceCo-ordinated the IT requirements in liaison with the UK clients

Bangalore

Duties and ResponsibilitiesHandled a Team of 30 + for an Inbound Collections Team Maintained Inbound SL of 85% and above every monthMotivating the team to achieve high standards and KPI targetsHandling new client enquires and acting as the face of the businessMentoring and training up junior and new staffArranging and chairing weekly team meetings, focusing on targets and achievements Involved in the recruitment of new staffCreate a positive working environmentEnsuring all administrative records are updated correctlyEnsuring 100% adherence to compliance Provide prompt and accurate information on individual performance Key Skills and Competencies Excellent communication skills, both written and verbal An ability to build rapport and trust quickly with work colleaguesAble to prioritize tasks and workloads in order of importance To ensure Service Level of 80% is achieved every month Effective allocation of resources to manage the queue at any given point of timeResolve customer complaints and provide timely resolutionsWorking Knowledge of Accounts ReceivableAbility to handle the most sensitive issues with the external customersAbility to effectively teach and drive negotiation skillsStrong supervisory and Collections SkillsStrong decision making and problem solving skillsAble to prioritize tasks and workloads in order of importance Track record of delivering results with deadlines

Bengaluru Area, India

Key Responsibility Areas New hire training. Trained over 30 batches, maximum batch size of 21 for both Voice and Non VoiceConducted Refresher training in liaise with Operations and Quality teamMonitored calls for different accounts. Both Calls and Emails. Provided Coaching/Feedback for agents requiring assistance on Soft Skills and Email EtiquetteResponsible for MIS Reporting for the Voice and Accent TeamActively contributed towards creation of NHT (New Hiring Training) Toolkit for trainersKey AccomplishmentsWas selected as a Top Talent for the year 2011 & 2012 which is the most prestigious award that is given to the IBM EmployeesIBM Certified on Trainer the Trainer Program Modules trained and certified on: Voice and Accent, Customer Service, Grammar, Soft Skills, Email Etiquette, Cultural Sensitivity, Corporate Etiquette, 7 Habits for Effective Managers, Collections and Email EtiquetteModules facilitated on : Voice and Accent, Customer Service, Grammar, Soft Skills, Email Etiquette, Cultural Sensitivity, Corporate Etiquette, Collections, Time Management, Interpersonal skills, Communication skills, Feedback and Coaching, Conference Call Etiquette, Questioning Skills, Effective Listening and Email EtiquetteConducted analysis and action from daily MIS reportsMaintains Monthly Floor Support data for the Training Team Scheduling Training for New Hire BatchesCollating and reporting out Needle Movement Report for the Training Team

Bengaluru Area, India

Worked for an Australian Banking process for Collections team - Credit Card and Personal Loan. During this period I have gained extensive understanding of the Australian Banking IndustryAwarded “Process Champion” for the year 2009 & “GEM of SGB” award for Q3’ 2010Product Knowledge / Process DexterityMulti trained in credit cards, personal loans, mortgages and other bank specific products.Effectively handled both Inbound and Outbound calls.Debt analysis which included identifying customers who required financial support/assistance from the bank.Responsible for performing loss mitigation and recovery activities for delinquent or charged-off accounts in accordance with Bank and legal guidelines, including related state and federal regulationsUncovered fraudulent activities through detailed investigation and complete account documentation.Assisted New Hires in induction for complete process knowledge during ramp period.Operational MetricsAssisted day-to-day operational activities; maximized productivity by strategically scheduling campaigns and resource allotment.Significantly contributed towards increasing the Kept% and dollars collected for the team through various process improvement projects.Responsible for effective rostering of the team to ensure the service levels are maintained.Contributed to Improvement in Grade of Service(GOS) for Inbound collections.Reporting and disputing of Customer complaints with client and IBM – Key contributor in terms of research of lodged complaint.Worked hand in glove with the other team managers to assists in SLA reporting with respect to Operational matricesDelegated suggestions and duties to other team members regarding opportunities for improvement in work-related tasks and processesInteracted with clients and utilized excellent operational skills to arrange implementations, upgrades/migrations, and basic maintenance for the businessSupported the team manager in handling the team in his absence

Bangalore, India

Executive Diploma In Management, Human Resource Management

Bachelor Of Commerce (B.Com.), Accountancy, Business Management, Economics And Secretarial Practice

Activities and Societies: Was part of the college cultural team and have participated in inter college competition for Skit that was held.

Education record