- Lead and manage the client services team to ensure high levels of client satisfaction.- Develop and implement strategies to improve client retention and acquisition.- Serve as the primary point of contact for key clients, handling escalations and ensuring timely resolution of issues.- Conduct regular performance reviews and provide coaching and mentoring to team members.- Analyze client feedback to identify areas for improvement and develop action plans accordingly.- Coordinate with other departments to ensure seamless service delivery and operational efficiency.- Prepare and present detailed reports on client satisfaction metrics and service performance to senior management.- Develop and maintain strong relationships with clients, understanding their needs and ensuring their requirements are met.- Oversee the preparation of proposals, contracts, and other client-facing documentation.- Stay updated with industry trends and best practices to continuously enhance service offerings.

- Oversaw daily administrative operations, ensuring efficient workflow and adherence to company policies.- Managed office supplies, equipment, and facilities to ensure a conducive work environment.- Coordinated with various departments to facilitate smooth communication and operational efficiency.- Developed and implemented administrative systems and procedures to improve office operations.- Supervised administrative staff, conducted performance evaluations, and provided necessary training.- Handled budgeting, financial reporting, and expense management for administrative functions.- Ensured compliance with local regulations and company policies in all administrative processes.- Organized company events, meetings, and training sessions, managing logistics and coordination.- Liaised with external vendors and service providers to maintain office services and supplies.- Prepared and presented administrative reports to senior management.

- Ensured timely resolution of customer concerns per SLA standards.- Met all client KPIs and monitored team performance to maintain quality standards.- Enhanced productivity by adhering to SLA standards and incorporating client feedback.- Conducted audits and refresher training sessions.- Reported team issues to supporting functions, enhancing employee satisfaction.- Prepared root cause analyses for escalated cases and shared with relevant departments.- Initiated process improvements to align with client requirements.- Prepared and shared meeting minutes with clients and internal departments.- Generated and presented daily/monthly reports to clients.- Regularly communicated with the Telecom Regulatory Authority of India (TRAI) to highlight customer concerns.Extra Initiatives:Managed outbound calling (OBC) and I-Solve processes.

- Achieved all client KPIs by setting and meeting team targets.- Generated and presented daily and monthly reports.- Motivated team leaders, auditors, trainers, and team members.- Planned and optimized costs and manpower.- Identified ways to reduce costs and increase revenue.- Prepared and shared meeting minutes with clients and internal departments.- Utilized resources effectively and controlled attrition.- Initiated process improvements to meet client requirements.Achievements:- Increased team revenue from 3.5 million to 6 million per month.- Boosted per agent revenue from 2000 to 4500.- Met revenue targets for 7 consecutive months.- Increased per agent contacts from 70 to 100 per day.- Expanded sales team from 50 to 95 employees.- Implemented predictive dialers and voice loggers.- Improved IMRB audit scores from 4% to 70%.- Proposed new products, enhancing sales.- Increased per contact revenue from 15 to 28.- Achieved 0% attrition for 3 consecutive months.

- Trained agents on new products and policies.- Conducted audits and refresher training sessions.- Generated and shared performance reports.- Focused on agent improvement areas.- Trained new employees on products and systems.

- Ensured KPIs were met and set targets for the team.- Managed shifts and audited agent performance.- Generated performance reports and arranged refresher sessions.- Collected daily activity reports and prepared comprehensive reports.- Trained new employees on products and systems.- Initiated process improvements to meet client requirements.