Key Deliverable:  Team Leadership o Ensure individual performance in the teamo Training and development for the teamo Ensuring the team to prioritize the most important tasks on daily basis Customer Service o Ensure team members understand customer needs and deliver the expected outcomeso Regular review on work process for area of improvements.o Ensuring to take the customer feedback as on priority to improvise the business. Operational Managemento Develop team programs that support organisations business strategy.o Monitor and progress the programs.o Foster a customer focused environment with clear responsibilities and expectations from the team. Relationship Managemento Develop and maintain a collaborative relationships with the clients and the vendors. Conducting and coordinating meeting with Clients, Branch manager and process managers to discuss any development within process.o Maintain a healthy relationship within the other teams in the organisation. o Conducting Monthly Meeting with Top Management/Discussing all Activities like Promotion, process Management & team reporting.o Receive, reflect and act feedback given by operational manager on my own performance.

Key Deliverables:  Duplicate Booking o Verify and ascertain duplication of reservation and process refund and contact the Customers when needed in regard of the same Negative Balanceo Validate the reason for the amount shown as negative on the reservation And balance the reservation appropriately. Refund Requesto Review the reservation for qualification of refund, updated from the agents.  Call Reviewo Trace the recorded calls to review and take decision to clarify complicated Issues and coach the agents accordingly

 Responsible for influencing departmental strategy and managing the daily operations of services by anticipating guiding development and implementing required systems, procedures and programs to consistently meet targets and quality, productivity and customer satisfaction. Manage support programs such as call observation. Accountable for individual and team results, and for the impact of the results on functional activities. Manage employee high performance through effective coaching and feedback. Develop and maintain key performance indicator reports on a monthly and yearly basis. Manage problem resolution escalation matrix. 100% Adherence of SL , AHT & all Inbound KPI’s Maintained attrition under 8%, with accuracy in the attrition forecast Vs actual to ensure timely hiring to avoid billing loss. Heat distortion trials, Test piece Trials, jig setting, Function check & rectifying irregularities. Capacity up Activities based on Customer demand & set up change accordingly. Involvement QCC, TBP & JISHUKEN Activities to improve the productivity & self-development

 To handle all inbound calls effectively, providing concise advice to the customer. AOL broad band customer’s service and cross collection. Correctly input the necessary details for the required about customer queries. Follow the data protection guidelines & compliance policies. Support and assist colleagues within the team. Achieve and work towards the targets. Make contribution to the teams and departments overall performance.

 Responsibilities for taking care of retail sales for HP, Pavillion Laptops & Desktops, and Compaq Laptops & Desktops for “Dakshin Karnataka”. Maintain and develop good relationship with customers through personal contact or meetings or via telephone etc. Must act as a bridge between the company and its current market and future markets. Display efficiency in gathering market and customer info to enable negotiations regarding variations in prices, delivery and customer specifications to their managers. Help management in forthcoming products and discuss on special promotions. Review their own performance and aim at exceeding their targets. Record sales and order information and report the same to the sales department. Provide accurate feedback on future buying trends to their respective employers.