• Drive the Call Centre desk and Email Support system through Vendor and Off role management • Set targets and review performance of the team direct reports on a regular basis to manage them in accordance performance management system• Maintain & improve customer satisfaction and service levels.• To manage various customer support activities to meet organizational goals and objectives.• Define, Implement and Manage SLAs for assigned services and ensure delivery of service to agreed levels• Create and Standardize process for smooth customer support functions. Ensure implementation as per company policy• Analyze all data information and determine trends for betterment• Identifying service assurance requirements, risks and issues, propose appropriate solutions and courses of action• Conducting Service Assurance & Quality workshops to enhance process knowledge and quality of customer support officers• Collate and analyze customer expressions of dissatisfaction and complaints• Monitor and perform regular audit to ensure service level and quality are adhered• Manage Escalations and take measures to mitigate the risk of future escalations• Ability to understand the issue reported and assure / reassure to gain customer confidence• Manage smooth function of accounting and receipting of all payment received for closures and cancellation by the team• Handle BCP situations effectively without any impact on customers and operations

 Management of Customer Service complete operations of both Call Center and Email Support Monitor Service Quality and set parameters to determine trends and improvement customerexperience Identifying service assurance requirements, risks and issues, propose appropriate solutions andcourses of action Responsible to reduce attritions and stabilize process Develops contact center systems by developing customer interaction and voice responsesystems, and voice networks; designing user interfaces; developing and executing useracceptance test plans; planning and controlling implementations. Preparing Templates responses for email support customer interactions Improved customer service quality results by studying, evaluating, and re-designing processes Established and Communicated service metrics by monitoring and analyzing results. Dashboard presentation and MIS preparation for management monthly review Coordinator with Legal team for escalation and complaints received from RBI. Ensure timely andend to end closures of complaints Hands on experience on CRM and CRM tool management Assisting in implementation of new process and projects Designing new SOP for process and policies

Manage customer service call center with a total of 30 agents and staff. Manage day to day operations ensuring weekly client service objectives are met Provide professional and organizational development direction to Service center supervisory staff Developed and implemented new customer service training process Implemented new coaching techniques for team leaders and supervisors Implemented processes to improve quality of service Participated in improving on boarding process and actively participated in the recruiting, selectingand interviewing of front-line employees as well as supervisors and other managers. Modified and improved reporting tools and reports Also responsible to handled Complaints and Escalations received through Consumer Help Line /Grievance Cell and RBI with team of 10 – 15 members Monthly Deck presentation on customer service review with MD and Senior Management authorities

Handling credit card complaints and escalations emails addressed to Managing Director, SeniorManagement, Legal, social media, Banking Ombudsman and RBI (Reserve Bank of India) Wide exposure in monitoring credit card accounts of top management people in PAN INDIA Analyse the customer queries/complaints on credit cards and disseminate it to the respectiveteam for their action and provide end to end resolution to customer within the deadline. Ensuring that the first line customer support is provided by getting all the issues resolved andensuring minimum TAT Managing customer centric operations & ensuring customer satisfaction by achieving delivery &service quality norms Monitoring the overall functioning of processes, identifying improvement areas and implementingadequate measures to maximize customer satisfaction level Preparing Weekly MIS on complaint received and resolved for Top Management Meeting Headed a team consisting of 15 outsourced employees handling letter complaints.