Mentoring and Investor and People Management

⮚ Managing training and quality globally for VFS inhouse and outsource call centres across 154 countries.⮚ Identifying TNIs, design training and implement training completion plan.⮚ Implementation of Projects for Call Centres to enhance Customer Experience.⮚ Analysing customer complaints and ensuring to improve customer experience by doing proper RCA with corrective and preventive action plans.⮚ Run Audits and Calibrations for vendors by collaborating with internal stakeholders for alignment and implement of new processes to ensure quality framework is in place.⮚ Implement clear overall quality strategy with scalable process / tools/ systems that allow resource efficient monitoring of decision accuracy and align to Project’s contract agreement.⮚ Establish training & quality governance process with vendors and operations to ensure operational cost saving and revenue generation by supporting in target achievement.⮚ Proactively identifying opportunities and coordinates with different functions – operations, training, workforce, and reporting towards quality improvement⮚ Drive investigation of VOM (Voice of Mission) and VOC (Voice of Customers) affecting Embassies, vendors and VFS to understand why and what happened and come up with an action plan to improve the overall VFS quality.

Processes: White Hat Jr. (Byju’s)Key Responsibilities:➢ Managing and Leading a team of 25 to 30 Executive and Sr. Executives (Voice Support).➢ Driving performance and improvements through positive conversations.➢ Coaching and Feedback.➢ Responsible for monitoring intra-day work volume, real-time staffing, schedule adherence, exception process, technology functionality and client communications.➢ Maintaining and Drive leave Planner and drive schedule efficiencies.➢ Ensuring that internal and external targets are met and team shows continuous improvement month on month performance.➢ Coaching and feedback to mid quartile and bottom quartile agents.➢ Mentoring top quartile performers.

Processes : Virgin Media (UK Telecommunication/ISP)➢ Managing and Leading a team of 25 to 30 Executive and Sr. Executives (Voice Support).➢ Driving performance and improvements through positive conversations.➢ Coaching and Feedback.➢ Responsible for monitoring intra-day work volume, real-time staffing, schedule adherence, exception process, technology functionality and client communications.➢ Maintaining and Drive leave Planner and drive schedule efficiencies.➢ Ensuring that internal and external targets are met and team shows continuous improvement month on month performance.➢ Coaching and feedback to mid quartile and bottom quartile agents.➢ Mentoring top quartile performers.

Process: INTUIT (US Software Services)➢ Taking care of supervisor calls and troubleshooting for INTUIT (QuickBooks) software and related issues in computer for our product (QuickBooks)➢ Looking after reports for C-Sat and D-Sat and sending across the team➢ Helping the team to resolve issues➢ Creating leave planner for the team on weekly and monthly basis➢ Making effective changes in schedules for the team for line adherence

➢ On boarding and Decommissioning of client accounts➢ Servicing existing account holders➢ Cross selling other products and servicing offered by business➢ Preparing and analysing the team’s AHT to be presented on dashboard➢ Training new recruits, designing personal development plans by identifying skill sets➢ Acknowledged for outstanding performance nominated as an SME (Subject Matter Expert)➢ Received several awards for Customer centricity and Process Performance