Saliha Jabeen Email & Phone Number

Chennai, Tn, In

Chennai

Head of Operations and Service Delivery for entire South Zone comprising Kerala, Karnataka, TN , AP and Telangana across 20 brands plus. National responsibility leading the Inside Sales team of TVS- Electronics for all TVS-E products Responsible for leading the PAN India multi brand Call management team of 50 SLC’s. Responsible for TVS- Electronics Call centre management with 28 Technical Support Executives Handling a team of 5 Regional Operations Managers, Program Managers for 20 plus brands, 8 Partner Management Team, 1600+ field force & 800+ Authorised service partners Responsible for meeting the Service delivery and quality metrics in direct co-ordination with the brand service delivery managers and program managers. Design deliver and execute the SLA’s of the individual brands and ensure the NPS is as per Brand targets.

Chennai

Headed O2C customer service process deliverables for a US based retail giant across Chennai(India), Krakow( Poland), UK with total strength of 500 FTE, providing multi lingual Voice, Chat, and front end support. Transitioned and Implemented large scale projects in Chennai, and Krakow Poland Site’s successfully. Accountable for P&L and Service level metrics , CSAT, First call resolutions, AHT, AQS, TAT & Zero defects. Handled US Clients and the Off Shore team and provided bottom line value addition to the client and company. Involved in project management, Cost reduction and Revenue generation by planning, forecasting and streamlining various processes as a profit centre. Developing KPI formulation, program documentation, including process flows and driving operation excellence. Handled Team Recruitment, Training need Identification and Training program formulation. Responsible for monitoring and implementing review mechanism for success of the engineers by regular one on one’s, feedback sessions, designing and implementing Remedial processes. Implemented Organisation wide Attrition Controls using Six Sigma methodologies

Chennai, Tamil Nadu, India

Transitioned US based process by effectively established and implemented all norms and procedures for the Call Centre. Create a highly motivated Outbound / Inbound team to exceed the requirements on a continuous basis Ensuring achievement of pre-determined targets and maximum productivity Periodical reviews and feedback to the management Assisted the team to achieve the pre-determined targets and objectives through Training, Monitoring, coaching and Motivation Contributed to developing scripts and maintaining the objection-handling manual to support the successful execution of the contact centre programs Consistent record in achieving over 100% of productivity targets prescribed by the organization. Established and monitored clear performance metrics that is specific, meaningful and measurable. Managed staffing for the two shifts according to the inflow from period to period. Maintained low level of attrition through out the period and also maintained the absenteeism counts under check on a day-to-day basis.

Handling Inbound for a Taxation Process from US. Responsible to Coach new team members on Domain Knowledge and client specifics. Preparing daily call reports and monthly call report Consistently exceeded the set targets for each and every month

Chennai, Tamil Nadu, India

Handling Grant And Credit Process for a US Based Client.

Chennai, Tamil Nadu, India

Involved in creation of content and SyllabiHandling the K8 English classes.

Master Of Arts - Ma, English Language And Literature/Letters

Bachelor'S Degree, Arts