Roop Narayan Email & Phone Number

Bengaluru, Karnataka, India

Coimbatore Area, India

Coimbatore Area, India

• Generating Customer Key Performance Indicator (KPI) Reports with a detailed comparison of Business (CY Vs PY) and Trend Analysis reports.
• SPOC for Distribution Center Reporting of VWR Warehouses and SPOC for SP Customers on NA Reporting of VWR.
• Prepare and manage monthly production for the team.
• Knowledge of BW reporting using SAP BEx Analyzer/Browser.
• Analyzing and reporting the sales performance of Account manager and distributing the same report to the Top Management.
• Developed various management reports liasing with the business owner and gathering requirements from the stakeholders.

Coimbatore Area, India

• Working as link with customers, and vendors, sales, warehousing, accounting, marketing, & service depts.
• Conferred with the clients to discover and know their purchasing requirements; handled operations as required.
• Performed as Contact point for preferred accounts, contributed in a product marketing, advertising and production.
• Managed particular dues & claims, dispatched & set up freight plans.
• Offered customer report and relations.
• Handled inventory buying/manage of office materials, involving deal show turnout/buying.

Coimbatore Area, India

• Client reporting (Daily, Weekly and Monthly) and day-to-day interaction.
• Internal Reporting for the Management by way of collating historical data and suggesting steps for improvement in the performance.
• Analysis of Downtime, overtime and Production hours to reduce costs and improve productivity.
• Identifying the opportunity to generate more revenue for the organization by augmenting overtime based on high call\contact volume.
• Forecasting, Staffing and Scheduling for all Inbound, Outbound and Back office campaigns.
• Preparing process for critical MIS activities within team as per organization guidelines and make sure team adhere these process.

Coimbatore Area, India

• Agent wise productivity tracker on daily basis.
• Day wise and Month wise call volume tracking.
• Tracking of CRM Aberration Report.
• IVR CSAT Tracking.
• IT Downtime Tracker.
• Monitoring the MSC Congestion level data on the daily basis - Switch Team.

Coimbatore Area, India

• Handling Customer calls, Customer complaints & solving with Turn Around Time.
• Handling the floor in the absence of the Team Leaders.
• Monitoring the team to Ensure Targets within Turn around Time.
• Designing and Implementation of new SOP’s to be followed by all back end Customer Support Executives.
• Taking care of the Team Quality and giving regular feedbacks to the team.
• Doing the Audit Report for the team and ensuring proper capturing of the customer history.

Coimbatore Area, India

• Customer service executive involved in direct customer care operations resolving customer’s requests, enquiries and complaints by offering solutions within stipulated turn around time and first time solutions.
• Handling customers queries and resolving issues regarding mobile account.
• Achieving the Service level standards set by the management.
• Up selling the latest Products to increase the Revenue of the company.
• Close-co-ordination with other departments for issue resolving and follow-ups. Related to customer service and operations.
• Handling all Issues related to customers by providing all required data coordinating with various departments for the same.