Robin Bhargava Email and Phone Number

• Manage operations for 300+ employees in customer service domain• Administer the Quality & Training initiatives to drive CSAT & Quality performance • Improve the Customer Experience for the Diamond tier customer base• Drive value add projects to gain operational efficiencies (Employee retention, absenteeism & AHT)• Create the clear goals for site performance improvement and deploy strategies focused towards achieving them• Develop, implement and review operational policies and procedures• Client relationship management, quarterly & monthly business reviews• Assist recruitment, IT and other departments for smooth operations • Capacity planning, calibrations & customer success• Work with the global team in India, Manila, UK, Brazil & New Zealand

• Worked as a contractor in lease management department for Rogers to streamline the invoicing and automation processes• Collected rent on past due invoices from corporate and network billing accounts• Interacted with cross functional heads within Rogers to collate the leases, transmittal documents and missing agreements • Created the budgets, payment plans for the customers in arrears or default

• Improved customer experience across Canadian call centers, via rigorous feedback to the agents (Client- Rogers).• Revamped workload distribution process leading to reduction of backlog of orders by 60% within a period of 8 weeks.• Worked on budget planning and scheduling based on volume forecasted to meet service levels (SLAs).• Preparing various organizational and client-end reports and analysis involving Statistical and Quality concepts (like Six Sigma)• Preparing & presenting monthly/quarterly Business Reviews• Processing client requests for delivering customized services, including implementing additional monitoring projects• Conducting Demos to the client on usage and features of ClearMetrix HyperQuality’s web based QA tool.• Organizing Value Meetings with clients to share the business performance, opportunity areas and tangible recommendations• Explored additional business opportunities and increased the company revenue ($30,000 Yearly) Conduct or facilitate the Implementation Project Kick-off and Status meetings along with onsite or virtual training sessions for the online quality management tool• Manage the customer relationship with the vendors