Roshan Devadiga Email & Phone Number

Mumbai

Working as Team Leader in HR Consultancy Services in Sales.

Mumbai, Maharashtra, India

India

Front office, Restaurant, Banquets, Destination Wedding, Manage Housekeeping, Managing escalations of guests

Courtyard Marriott

Also worked as Recruiter in HR. Recruiting therapists and Managers, conducting interviews

Santacruz

Mumbai Area, India

• Voice coach for Barclays Digital Servicing process (online banking) for clients based in UK• Line training which involved training new joiners for Barclays digital servicing process • Initiated operations improvements to improve overall call center productivity.• Oversaw call center employees to ensure customer satisfaction goals were consistently met.• Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.• Analyzed call volume and average call time to monitor Customer Service Representative Performance and productivity.• Acted professionally and patiently when addressing negative customer feedback.• Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.• Met or exceeded service and quality standards every review period.• Developed all process controls and metrics for daily management of the Call Center.• Prepared reports and communication for senior management and clients.• Referred unresolved customer grievances to designated departments for further investigation.• Counselling for employees retention in the organization • Defused volatile customer situations calmly and courteously.

Mumbai Area, India

• Customer service for voice based process (Talk Talk process) handling inbound calls for providing broadband connection for UK customers.• Addressed and resolved customer product complaints empathetically and professionally.• Effectively managed a high-volume of inbound and outbound customer calls.• Answered a constant flow of customer calls with up to 30 calls in queue per minute.• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.• Identified chronic customer issues by creating and maintaining customer complaint log.• Managed high call volume with tact and professionalism.• Acted professionally and patiently when addressing negative customer feedback.• Met or exceeded service and quality standards every review period.• Developed all process controls and metrics for daily management of the Call Center.• Customer service in voice based process (Talk Talk process) handling inbound calls for providing broadband connection for UK customers.• Handling of IT related incidents across globally by coordination between operations and clients and ensure smooth functioning of all IT related processes which is pure IT management. • Crisis management (riots, floods etc) and ensure safety of all employees within first source.