Rashmi Mitra Email & Phone Number

Surrey, British Columbia, Canada

Vancouver, Canada Area

• Coach, mentor, train and motivate a team of over 100 Customer Service Representatives at the Call Centre. • Complete quality assurance audits on all the CSRs and provide constructive feedback and collaboratively set up goals for the week.• Perform call monitoring and motivate team through continuous improvement to exceed department goals. • Meet team Supervisors on weekly basis to discuss the strengths and areas of concern of the team.• Conduct quality assurance training and quality assurance refresher training for the new hires and tenured staff.• Prepare quality assurance performance reports for the Call Centre on weekly basis

Muscat , Oman

• Independent handling of the Professional Qualifications Department while reporting directly to the General Manager• Efficient planning, organizing, and execution of Professional Qualification and Corporate training programs.• Designing and building course materials for all Lectures/ Trainings.• Liaison between affiliated UK universities and students. Building upon an already existing student relationship.• Troubleshooting and providing support to the students.• Evaluating demo lectures presented by the trainers and recruiting them based on their performance and skills.• Preparing contracts for the newly recruited Part-time and Full-time Trainers.• Responsible for conducting staff interviews, induction & trainings.• Generating reports, designing bulletin boards, registration forms and performing day to day administrative duties for smooth operations.

Dubai, United Arab Emirates

• Responsible for improving quality and performance of a team of call center agents.• Monitoring performance of the agents; based on call quality, quantity & product knowledge. Evaluating their calls & providing feedbacks on their performance. • Briefing and Training the team on new projects. Coaching, mentoring and guiding them in the correct direction.• Maintaining discipline, leading and motivating the team.• Screening resumes and conducting interviews for short listed candidates.• Performing duties of an acting supervisor in the call center.• Responsible for generating project related reports for clients.