ISG Governance

Possess excellent interpersonal, communication & organizational skills with proven abilities in process compliance, team management and customer relationship management.Managing a team of 30+ advisors dealing with queries for retail customers on purchases made online and store.Maintains and improves call center operations by identifying and resolving problems, preparing and completing action plans and monitoring call audits

Summary of Skills• Ensure that the revenue targets are met consistently and every additional incentive opportunity is capitalized upon• Ensure 100% accuracy on the invoices generated• Possess excellent interpersonal, communication & organizational skills with proven abilities in process compliance, team management and customer relationship management• Providing the career path for each of the team members after mapping their needs• Trained Green Belt from Motorola Solutions• Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA’s• Adopt in understanding client requirements, eliminating unnecessary procedures & accordingly fine tuning the processes• Possess strong process improvement skills to deliver best in class performance through focused rigor on process compliance in order to meet individual and team targets• Knowledge of WFM tools like VerintKey Deliverable:• Revenue Maximization• Invoicing• Monthly Dash boarding• Client Management• People:o Attrition o Engagemento Career Progression Planning• Daily, weekly and monthly client reporting• Process Compliance• Dispute Management• Day to Day Operation

1.Responsible for Quality Assurance,maintaining the Quality Standards and KPIs through transaction monitoring/coaching.2.Responsible for working with new process migrations certification of new hires, setting up of audit/measurement system with client.3.Responsible for client reports, training, client interactions with respect to procedures, maintaining QSDs.4. A part of process improvement team for ongoing projects.

•Taking inbound calls for US based IT firm•Technical troubleshooting for B2B process